Veterinary ER Experience Lead

Veterinary Emergency Group (VEG); Falls Church (VA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

401K match

Health and wellness benefits starting

Travel stipend for ER CE

Job summary

VEG seeks a Customer Experience Coordinator to define the patient and client journey, delivering warm, proactive service before, during, and after visits. You’ll engage with customers professionally, helping navigate care choices, and support the hospital team to ensure exceptional experiences for pets and their families.

The role emphasizes empathy, strong communication, multitasking in a fast-paced setting, and contributing to a culture that values learning and growth within VEG’s veterinary

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.
• Strong communicator able to interact positively with anyone.
• Strong multitasker able to thrive amid chaos.
• High emotional intelligence and empathy.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays as needed.

Responsibilities

• Greet every customer with warmth and urgency across in-person, phone, and online channels.
• Oversee all customer communications, record details, and route urgent medical calls to a doctor quickly.
• Deliver personalized, memorable experiences and say yes to customer needs.
• Listen with empathy, resolve concerns quickly, and anticipate issues before escalation.
• 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 sensitive information.
• Follow up with customers after visits to check on their pet’s care and strengthen relationships.
• Capture special moments and build lasting connections between customers, their pets, and the hospital.

Tools

Practice management software

Job description

VEG seeks a Customer Experience Coordinator to define the patient and client journey, delivering warm, proactive service before, during, and after visits. You’ll engage with customers professionally, helping navigate care choices, and support the hospital team to ensure exceptional experiences for pets and their families.

The role emphasizes empathy, strong communication, multitasking in a fast-paced setting, and contributing to a culture that values learning and growth within VEG’s veterinary