Veterinary ER Customer Experience Lead

VEG ER for Pets; Columbia (MD); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

401K match

Health benefits starting day one

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Employee referral program

Job summary

VEG ER for Pets is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. The role emphasizes warm, professional interactions, empathetic problem-solving, and seamless communication with medical staff.

You will help patients and their families feel supported in a fast-paced ER environment. You will also assist around financial options, schedule flexibility, and ongoing learning opportunities to advance within the VEG ER for Pets

Qualifications

• 2+ years of experience in a customer service role.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• A strong communicator able to interact positively with anyone.
• A strong multitasker who thrives amid chaos.
• High emotional intelligence with empathy and planning.
• Adaptable 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 basis based on hospital needs.
• Works well with people from diverse backgrounds and personalities.

Responsibilities

• Greet customers with warmth and urgency in person, over the phone, or online.
• Oversee all customer communications; record details and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues.
• Keep nursing team and doctors updated on customer needs for a seamless care experience.
• Provide confidential 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 pet care and strengthen relationships.
• Celebrate and capture special moments, creating lasting connections between customers, pets, and the hospital.

Skills

Customer service

Computer software

Organization

Communication

Multitasking

Emotional intelligence

Adaptability

Noise tolerance

Shift flexibility

Cross-functional work

Job description

VEG ER for Pets is seeking a Customer Experience Coordinator to define and enhance the customer journey before, during, and after visits. The role emphasizes warm, professional interactions, empathetic problem-solving, and seamless communication with medical staff.

You will help patients and their families feel supported in a fast-paced ER environment. You will also assist around financial options, schedule flexibility, and ongoing learning opportunities to advance within the VEG ER for Pets