Veterinary ER Experience Coordinator

VEG ER for Pets; Washington (District of Columbia); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

401K match

Health benefits

Equity potential after 1 year

Travel stipend

Student loan repayment

Parental leave

Flexible schedules

Referral program

VEG swag

Free therapy

Job summary

VEG is seeking a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and digital interactions. The role emphasizes empathy, clear communication, and service excellence in a fast-paced veterinary emergency setting.

You will greet customers, manage communications, guide families through financial options, and support nursing and medical teams, with opportunities for growth, mentorship, and a comprehensive benefits package.

Qualifications

• Minimum 2+ years in customer service.
• Advanced knowledge of computer programs and practice management software.
• Highly organized with strong attention to detail.
• Excellent communication with diverse people.
• Strong multitasking abilities in fast-paced environments.
• High emotional intelligence and adaptability.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays as needed.
• Ability to collaborate with a multidisciplinary medical team.

Responsibilities

• Greet customers with warmth and urgency in person, by phone, or online.
• Oversee all customer communications and route urgent medical calls to a doctor.
• Deliver personalized, memorable experiences and say yes to needs.
• Listen, resolve concerns quickly, and anticipate issues.
• Keep nursing and doctors updated on customer needs.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting information.
• Follow up after visits to check on pet care and strengthen relationships.
• Capture special moments and create lasting connections between customers, their pets, and the hospital.

Skills

Customer service

Communication

Multitasking

Emotional intelligence

Adaptability

Attention to detail

Night/weekend shift availability

Tools

Practice management software

Computer proficiency

Job description

VEG is seeking a Customer Experience Coordinator to define the patient and client journey across in-person, phone, and digital interactions. The role emphasizes empathy, clear communication, and service excellence in a fast-paced veterinary emergency setting.

You will greet customers, manage communications, guide families through financial options, and support nursing and medical teams, with opportunities for growth, mentorship, and a comprehensive benefits package.