Pet ER Experience Specialist

VEG ER for Pets; Orange (CT); On-site; USD 51,577,000 - 74,501,000; Full time

Benefits offered by this job

Health benefits

401K match

Travel stipend

Leadership programs

Job summary

VEG seeks a Customer Experience Coordinator to shape the patient and client journey from pre-visit to follow-up. You will greet customers warmly in person, on the phone, or online, document interactions, and ensure urgent medical calls reach a doctor rapidly.

In this role you will craft memorable experiences, resolve concerns quickly, and collaborate with the nursing team to deliver seamless care. The position emphasizes empathy, organization, and adaptability in a dynamic ER setting.

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge in computer programs and practice management software.
• Highly organized with strong attention to detail.
• A strong communicator; able to interact positively with anyone and everyone.
• A strong multitasker, able to thrive amid chaos.
• High emotional intelligence, able to read a room and plan and act accordingly.
• Adaptable and amenable in high stakes environments.
• Must be willing to work in a noisy environment with strong or unpleasant odors.
• Availability to work nights, weekends, and holidays on a rotating or as needed basis based on hospital needs.

Responsibilities

• Greet every customer with warmth and urgency, whether in person, over the phone, or online
• Oversee all customer communications (calls, emails, texts), record details accurately, and route urgent medical calls to a doctor quickly
• Deliver personalized, memorable experiences—always looking for creative ways to say "yes" to customer needs
• Listen with empathy, resolve concerns quickly, and anticipate issues before they escalated
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately while protecting personal and financial information
• Follow up with customers after visits to check on their pet's care and strengthen relationships
• Celebrate and capture special moments (with permission), creating lasting connections between customers, their pets, and the hospital

Skills

Customer service

Software knowledge

Org skills

Communication

Multitasking

Emotional intelligence

Adaptability

Noisy environment tolerance

Tools

Practice management software

CRM software

Job description

VEG seeks a Customer Experience Coordinator to shape the patient and client journey from pre-visit to follow-up. You will greet customers warmly in person, on the phone, or online, document interactions, and ensure urgent medical calls reach a doctor rapidly.

In this role you will craft memorable experiences, resolve concerns quickly, and collaborate with the nursing team to deliver seamless care. The position emphasizes empathy, organization, and adaptability in a dynamic ER setting.