Veterinary ER Experience Concierge

VEG ER for Pets; Pittsburgh (Allegheny County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401K match

Health benefits from day one

Travel stipend for ER continuing ed

Job summary

VEG seeks a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and online interactions. You will be the friendly, efficient face of the ER experience, guiding patients and their families with empathy and professionalism.

You'll collaborate with nurses and doctors to ensure smooth care, offer compassionate financial guidance, and help create lasting bonds with clients while thriving in a fast-paced, pet-centric emergency setting.

Qualifications

• Minimum 2+ years in a customer service role.
• Experience with practice management software is required.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Comfort with working nights, weekends, and holidays as needed.
• Must adapt well in high-stakes environments and maintain patient focus.

Responsibilities

• Greet customers warmly in person, by phone, and online.
• Manage all customer communications and route urgent medical calls.
• Deliver memorable, personalized experiences and say yes to needs.
• Listen, empathize, and resolve concerns quickly.
• Coordinate with nursing and doctors for seamless care experiences.
• Explain financial options and guide end-of-life decisions.
• Process payments accurately while protecting sensitive data.
• Follow up after visits to ensure satisfaction and ongoing relationships.
• Capture special moments and build lasting connections with families.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Noisy environment tolerance

Night shifts availability

Team coordination

Tools

Practice management software

Computer proficiency

Job description

VEG seeks a Customer Experience Coordinator to define and enhance the client journey across in-person, phone, and online interactions. You will be the friendly, efficient face of the ER experience, guiding patients and their families with empathy and professionalism.

You'll collaborate with nurses and doctors to ensure smooth care, offer compassionate financial guidance, and help create lasting bonds with clients while thriving in a fast-paced, pet-centric emergency setting.