Veterinary Client Concierge

Pet Services of Michigan, P.C.; United States; On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid vacation

Sick days

401(k)

Pet discounts

Job summary

VCA Veterinary Specialty and Emergency Center of Kalamazoo is seeking a full-time Client Concierge at our 24/7/365 emergency, critical care and specialty practice in Portage, MI. You will greet clients, assist with check-in, explain financial options, and coordinate with care teams to ensure smooth patient visits.

As a hospital concierge, you will manage client inquiries, de-escalate distressed clients with empathy, and help connect clients with appropriate team members.

Responsibilities

• Collaborate with CSR to manage client-related matters, patient updates, hospitality needs, and hospital visits when appropriate.
• Greet clients on arrival and confirm registration for their visit.
• Assist with check-in, paperwork, explain financial assistance options, and overview triage.
• Explain the Stat Form for urgent cases and permissions.
• Provide clear expectations for visit from check-in to discharge.
• Explain general client inquiries (parking, dining, events) and act as hospital concierge.
• Build rapport to ensure a positive experience for clients.
• Monitor lobby for distressed clients and offer a private space if needed.
• Use empathy and de-escalation for stressed clients.
• Customize communication as needed for clients and patients.
• Monitor electronic whiteboards to avoid overlooking clients.
• Collaborate with hospital departments to minimize delays and inform clients of changes.
• Facilitate smooth visits by liaising between clients and care teams.
• Connect clients with appropriate team members to address questions.
• Reunite stable patients with their clients when appropriate.
• Monitor patient status and alert care team to changes.
• Communicate with ER Team Lead to align patient flow with staffing.

Job description

VCA Veterinary Specialty and Emergency Center of Kalamazoo is seeking a full-time Client Concierge at our 24/7/365 emergency, critical care and specialty practice in Portage, MI. You will greet clients, assist with check-in, explain financial options, and coordinate with care teams to ensure smooth patient visits.

As a hospital concierge, you will manage client inquiries, de-escalate distressed clients with empathy, and help connect clients with appropriate team members.