Veterinary Patient and Client Coordinator (VPCC)

Veterinary Patient and Client Coordinator

Position Overview: The Veterinary Patient and Client Coordinator (VPCC) is a dual-role position that ensures outstanding client service while supporting high-quality patient care. This role involves answering phones, scheduling appointments, processing payments, assisting with patient treatments, and maintaining hospital cleanliness. The VPCC fosters a warm, welcoming environment for clients while also assisting veterinarians and technicians in caring for patients.

This position requires flexibility, strong multitasking skills, and a compassionate approach to both people and pets. The VPCC must be able to communicate effectively with clients regarding medical concerns, appointment scheduling, and financial matters while also assisting in animal restraint, patient monitoring, and procedural support.

Reporting Structure

• Reports directly to the Lead Technician, Practice Manager and Practice Owner
• Receives direction from veterinarians as needed

Primary Responsibilities

Client Relations

• Answer phones, schedule appointments, and triage client inquiries (routine vs. emergency cases)
• Greet clients warmly and create a positive first and last impression
• Check-in and check-out patients efficiently, ensuring accurate invoicing and financial transactions
• Process payments, manage Care Credit/payment plans, and review estimates with clients
• Communicate with clients regarding patient medical status, prescription refills, and reminders
• Contact clients regarding overdue reminders and update patient records
• Empathize with clients in emotional situations and maintain professionalism in all interactions

Patient Care and Technical Support

• Assist in safe and effective patient restraint
• Monitor and care for hospitalized patients, ensuring cleanliness, comfort, and proper documentation
• Assist with patient treatments, including medication administration, fluid therapy, and minor procedures
• Recognize and alert veterinarians to changes in patient conditions
• Assist with diagnostic tests, IV catheterization, radiographs, and laboratory procedures
• Ensure patients are discharged in better condition than when they arrived (clean, IV catheter removed, etc.)

Medical Documentation and Compliance

• Maintain accurate and detailed medical records
• Assist in filling prescriptions with proper documentation
• Submit referrals, including medical history and radiographs
• Ensure compliance with hospital policies, safety protocols, and patient care standards

Facility and Equipment Maintenance

• Maintain a clean, well-stocked, and organized hospital environment
• Properly clean and pack surgical equipment
• Perform routine hospital cleaning, including sweeping, mopping, laundry, and waste disposal

Personal Conduct

• Uphold hospital policies on uniforms, grooming, phone use, and professional behavior
• Display a positive, courteous, and team-oriented attitude
• Demonstrate initiative during downtime by assisting where needed
• Manage time effectively, prioritize tasks, and remain calm under pressure

Requirements

• High school diploma or equivalent
• Minimum of one year experience in a veterinary or medical setting
• Strong interpersonal and communication skills
• Ability to handle multiple tasks in a fast-paced environment
• Knowledge of veterinary terminology and procedures
• Ability to safely restrain animals and perform basic patient care tasks
• Must be able to lift up to 40 pounds unassisted
• Comfortable working with exposure to unpleasant odors, noises, and potential hazards such as scratches, bites, and zoonotic diseases