Touchstone Hospitality

Client Care Coordinator

We are looking for an enthusiastic and customer-driven Patient Coordinator to join our team! If you are passionate about providing top-tier customer service and enhancing our clients and their furry family members' healthcare experiences, this opportunity is for you.

Here, you'll be at the forefront of improving our patients' healthcare journeys. Your dedication to ensuring client satisfaction will directly impact their perception of our services and their overall care experience.

A Patient Coordinator acts as the primary, high-touch liaison between patients, healthcare providers and clients ensuring a seamless, welcoming, and efficient experience.

In this role, you will:

• Welcome clients and provide a warm, professional atmosphere. You will act as the main point of contact for patient inquiries and needs.
• Assist clients in person, over the phone, and via email.
• Verify and update charges between the electronic whiteboard/treatment sheet and the medical record system. Communicate updated estimates and invoice status to clients in a professional and caring manner.
• Act as a bridge between patients/families and clinical staff to ensure clear communication regarding financial and sub clinical updates.
• Provide timely and informative updates to our clients; both while they wait in-clinic and via phone if their pets are hospitalized.
• Coordinate with our Veterinarians, technicians, and management staff to ensure timely patient care.
• Address patient inquiries and help resolve any issues or complaints effectively.
• Maintain patient records accurately and ensure confidentiality.
• Provide information on our services, procedures, and programs.
• Assist patients with completing necessary documentation.
• Collaborate with internal teams to enhance the overall patient experience.
• Conduct follow-up calls to ensure patient recovery and satisfaction.
• Handle client requests promptly and professionally.
• Assist our clinic staff to create a smooth workflow.
• Participate in training sessions and professional development opportunities.
• Assist Inventory Control Manager with tasks related to receiving and stocking.
• Other duties as assigned by Hospital Operations Manager

Your impact:

• Provide Gold Standard customer service and improve communication between clients and our Veterinary Care Providers.
• Alleviate client anxiety by acting as the waiting area "touchstone".
• Increase patient satisfaction as demonstrated by evaluations and ratings.
• Improve patient referral rates through personalized patient interactions.
• Increase positive patient reviews and testimonials through outstanding service.

Essential skills and Education requirements:

• 2 or more years of experience in a customer service/client facing role within the healthcare, veterinary medicine, or hospitality industry preferred.
• Ability to multitask and prioritize tasks effectively.
• Detail-oriented with excellent organizational skills.
• Compassionate and empathetic attitude towards clients and patients.
• Strong communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong problem-solving skills and ability to handle challenging situations.
• Level-headed under pressure.
• College degree or attendance desired.
• LOVE PEOPLE LOVE PETS

The character we're looking for:

• Compassionate Advocate : Ensures every patient interaction is conducted with empathy and understanding.
• Efficient Organizer : Manages multiple tasks seamlessly, ensuring smooth patient flow and service delivery.
• Proactive Communicator : Engages effectively with patients and team members, ensuring all needs are met.
• Detail-Oriented : Maintains accuracy and confidentiality in all patient care and documentation aspects.
• Team Collaborator : Works harmoniously with others to enhance patient experience and achieve common goals.

Schedule Options:

• 3 days a week, 12 hours a day

Compensation: $26 - $32 / hr

What We Offer:

• Comprehensive benefits that start within 30 days of hire, including medical, dental, and vision coverage.
• Generous Paid Time Off (PTO) and Continuing Education (CE) opportunities.
• Pet care discounts and other perks (e.g., uniform allowance, life insurance).
• Opportunities for career advancement