Vet ER Experience Concierge

veterinaryemergencygroupst; Lynnwood (WA); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

401K match

Travel stipend (ER CE)

Paid parental leave

Free therapy or counseling

Clinical student loan repayment

Learning & leadership programs

Job summary

The Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 ER network. You will greet customers, manage communications, and ensure a compassionate, efficient experience before, during, and after visits.

You’ll thrive in a fast-paced, high-stakes environment, collaborate with veterinarians and technicians, and help patients and families navigate medical decisions while protecting sensitive information.

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.
• Work well in a fast-paced environment with people from all backgrounds and different personality types.

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 escalate.
• Keep technicians 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

Practice management software

Communication

Organization

Multitasking

Emotional intelligence

Adaptability

Night/weekend shift

Teamwork

Tools

Practice management software

Job description

The Veterinary Emergency Group (VEG) is seeking a Customer Experience Coordinator to shape the patient and client journey across our 24/7 ER network. You will greet customers, manage communications, and ensure a compassionate, efficient experience before, during, and after visits.

You’ll thrive in a fast-paced, high-stakes environment, collaborate with veterinarians and technicians, and help patients and families navigate medical decisions while protecting sensitive information.