The Care Coordinator (Front Desk Office Administrator) works directly with the Internal Medicine service, internal departments, clients, and referral rDVMs to ensure coordinated patient care and smooth communication before, during, and after all consultations, appointments, and procedures. The position is responsible for client and patient registration, intake, discharge, payment collection, and the efficient use of all programs and equipment necessary for seamless client experience. Care Coordinators will provide concierge services by greeting clients and assisting them in navigating the hospital environment. They will effectively triage external and internal phone calls and communications, using strong critical thinking skills to deliver the most efficient and effective response to clients, patients, and rDVMs. The Care Coordinator will also assist with referrals and maintain positive relationships with AMC's referring veterinary partners. Care Coordinators will significantly contribute to the ongoing goal of delivering the best customer service and patient care by supporting the philosophy, mission, and values of Schwarzman Animal Medical Center. 

Skills Required: 

• Minimum of 2 years of veterinary or human medical clerical experience 
• Minimum of 2 years of customer service in a professional setting 
• Excellent written and verbal communication skills 
• Strong organizational abilities, with the capacity to multitask and resolve issues 
• Ability to interact effectively with all levels of staff, clients, veterinary practices, and related partners 
• Ability to work independently with minimal supervision 
• Adherence to detailed protocols and documentation standards, including handling sensitive 
• information while maintaining accuracy and confidentiality 
• Commitment to ongoing learning and skill development. 

Specific Duties and Responsibilities: 

• Serve as primary liaison between Internal Medicine & Ophthalmology service, Referral Veterinarians (rDVMs), clients & other departments.  
• Responsible for Client check in and check out (Patient registration and discharge). 
• Triage phone calls from AMC staff, rDVMs and clients utilizing excellent decision making and problem-solving skills to determine the appropriate response to meet patient, client, & rDVM needs 
• Efficient use of the electronic medical record (EMR) for scheduling, appointments reminders, manage no shows and cancellations 
• Obtain all necessary referral documentation & complete any preregistration paperwork & communication with internal & external partners 
• Assist with prescription and insurance requests 
• Track and ensure that patient updates and all forms of client communication have been successfully distributed or transmitted to the rDVM and client 
• Provide efficient cash collection/ payment plans while ensuring compliance with established guidelines and policies. 
• Provide concierge service to clients and referrals by greeting clients, help them navigate the hospital landscape and direct them to the appropriate areas 
• Update clients as requested by veterinary staff with daily status reports on inpatient pets.
• Convey patient status information and instructions to the client in a thorough, comprehensive and appropriate manner. 
• Processing general information calls regarding routine pet care and information regarding other AMC services. 
• Internal Medicine/Ophthalmology Care Coordinator(s) will be required to master skills in the electronic medical records (Instinct), email, fax, telephone, and all necessary systems to function at an ideal level within the department. 
• Provide excellent care and ensure cleanliness and comfort of all AMC patients  
• Other duties as deemed necessary 

Education

• High School Diploma or equivalent 

Our comprehensive benefits package includes:

• Competitive salary
• Generous Sign-on bonus
• Generous paid time off
• Tuition assistance
• 50% discount on veterinary care
• 403b matching
• Comprehensive medical, dental, and vision coverage
• You may be eligible for The Public Loan Service Forgiveness Program as we are a 501(c)(3) nonprofit employer

Shifts:

• TBD

Role: Coordinator for The Internal Medicine Department at AMC

Department: Internal Medicine
Reports to: LVT Manager of Internal Medicine
Status: Full-Time