Surgery Care Coordinator & Client Experience Lead

VCA Animal Hospitals; Madison (WI); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid vacation/sick days

401(k)

Pet discounts

Job summary

We are seeking an experienced Client Service Representative to join our Coordinator team at VCA Animal Hospitals. The role emphasizes delivering excellent client service and supporting pet owners through the surgical care process.

The Surgery Department's Patient Care Coordinator sets the tone for the service, coordinating scheduling, payments, and communication with clients and internal teams to ensure high-quality care for patients and a positive client experience.

Responsibilities

• Working closely with our Office Manager to meet scheduling needs and goals.
• Greeting visitors, answering telephones, and assisting with surgery drop-offs.
• Manage Surgery Schedule: appointments, consults, rechecks & surgeries.
• Placing outbound calls for follow-ups and reaching out to prospective clients.
• Presenting and explaining fees, including processing payments.
• Create and present estimates for diagnostics and surgeries, field financial concerns.
• Recommending, selecting, and obtaining products and services, including prescriptions.
• Answering questions regarding products and services, including educating clients on emergency and specialty pet care.
• Managing medical records and internal/external department correspondence.
• Manage/monitor the surgery service email and facilitate responses.
• Help with daily updates for inpatients, including financial updates and revising estimates to reflect treatment plan.

Job description

We are seeking an experienced Client Service Representative to join our Coordinator team at VCA Animal Hospitals. The role emphasizes delivering excellent client service and supporting pet owners through the surgical care process.

The Surgery Department's Patient Care Coordinator sets the tone for the service, coordinating scheduling, payments, and communication with clients and internal teams to ensure high-quality care for patients and a positive client experience.