Veterinary ER Experience Lead — Flexible Hours

Veterinary Emergency Group (VEG); Alexandria (VA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work schedules

Generous referral program

VEG swag and perks

Job summary

Veterinary Emergency Group (VEG) in Alexandria, Virginia, is seeking a Customer Experience Coordinator to define the patient and pet care journey from arrival through discharge.

In this role, you will greet clients, manage communications, guide financial options, and collaborate with doctors and nurses to ensure compassionate, efficient service.

VEG offers competitive pay, flexible schedules, and a supportive environment that respects growth, learning, and helping both clients and their pets.

Qualifications

• Minimum 2+ years in a customer service role.
• Advanced proficiency with computer programs and practice management software.
• Highly organized with strong attention to detail.
• Excellent written and verbal communication.
• Ability to multitask and stay calm in busy environments.
• High emotional intelligence and adaptability in high-stakes settings.
• Problem solving and innovative mindset.
• Willingness to work in a noisy environment with odors.
• Availability to work nights, weekends, and holidays as needed.
• Ability to collaborate with diverse team members.

Responsibilities

• Greet customers warmly in person, by phone, or online.
• Manage all communications (calls, emails, texts) and route urgent medical calls.
• Deliver personalized 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.
• Provide confidential guidance on financial options and end-of-life decisions.
• Process payments accurately while protecting data.
• Follow up after visits to check pet care and strengthen relationships.
• Capture special moments and build lasting connections with clients.

Skills

Empathetic communication

Strong communication skills

High emotional intelligence

Organizational skills

Multitasking

Problem solving

Adaptability

Attention to detail

Team collaboration

Client-facing demeanor

Tools

Practice management software

Computer programs

Job description

Veterinary Emergency Group (VEG) in Alexandria, Virginia, is seeking a Customer Experience Coordinator to define the patient and pet care journey from arrival through discharge.

In this role, you will greet clients, manage communications, guide financial options, and collaborate with doctors and nurses to ensure compassionate, efficient service.

VEG offers competitive pay, flexible schedules, and a supportive environment that respects growth, learning, and helping both clients and their pets.