Patient Liaison

Summary:

The Patient Liaison (PL) is a vital member of our team who works directly with clients and the medical teams to ensure seamless delivery of services and a judgement free high-quality experience for all. The PL is the trusted source of information and support for families seeking assistance for their pets.

Who we are:

Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care We did. The ASPCAs Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics serving the most underserved communities in New York Miami and Los Angeles. We help pet owners overcome barriers to care bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect assisting pet owners in making informed decisions about their pets health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA you join a team of over 1000 dedicated colleagues with deep knowledge skills and passion for the animals we serve.

What youll do:
The PL schedules medical appointments welcomes clients to the clinic answers questions about our program assists with data entry and collects payments for services.

Where and When Youll Work:

• This is typically a Monday Friday 8-hour schedule with flexibility to work occasionally beyond the scheduled work day.

• This is an on-site position based at the Carson Community Veterinary Clinic. Occasional flexibility in reporting to other ASPCA locations throughout the Greater LA Area may be required based on operational need.

• This position reports has no direct reports

What youll get:

Compensation

Starting pay for the successful applicant will depend on a variety of factors including but not limited to education training experience location business needs internal equity market demands or budgeted amount for the role. The target hiring range is for new hire offers only and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

The target hiring range for this role is 25.86 27.30 / hour

Benefits

• Work/life balance:

  • paid vacation time to relax

  • paid sick time to heal

  • ten paid holidays to observe

  • plus - paid personal time off to celebrate what and when you like

• Terrific benefits package: medical dental and vision insurance pre-tax dependent care and health flexible spending accounts (FSAs) 401(k) plan with generous employer contributions beginning after one year of service employer-paid life and long-term disability insurance and more (note that benefits are reviewed and subject to change annually)

• Room to grow: the ASPCA has robust professional development programs to help you grow as a professional

• Support: we are one of the largest and most impactful animal welfare organizations in the world so you will always have a strong team to lean on and cheer you on

For more information on our benefits offerings visit our website.

Responsibilities:

Responsibility buckets are listed in general order of importance. They include but are not limited to:

Customer Service

• Work as part of a team to create a consistently excellent welcoming client experience

• Greet clients answer questions schedule appointments and assist with patient intake

• Maintain a clean stocked and organized lobby

• Manage client check-in to ensure smooth/efficient intake process

• Accurately and efficiently enter client and patient information into database

• Provide and/or coordinate interpretation and translation as needed and support clients ability to fully understand all medical procedures options and decisions

• Provide clients with referrals to external agencies/partners

• Manage service area eligibility and communicate costs associate with visit if applicable

• Process payment transactions and ensure cash register is balanced daily

• Complete follow-up and reminder calls/text messages and coordinate other services as needed

• Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events

Medical Support

• Prepare exam room(s) for use and escort and welcome clients into exam rooms

• Assist with outpatient exams by taking patient medical history

• Scribe medical records to support surgery flow

• Discharge patients discuss post-operative instructions and supply appropriate paperwork or digital medical record

• Clean sonicate pack and sterilize surgical instruments and clean/disinfect endotracheal tubes as needed to support medical services

• Clean and disinfect animal areas (exam tables scales kennels) throughout the clinic day following CM standard operating procedures and utilizing appropriate and personal protective equipment

• Receive mail and packages and restock medical supplies

• Assist medical team with translation service coordination as needed

Qualifications:

• Outstanding customer service skills

• Ability to stay calm under pressure and deescalate conflict in a positive and professional manner

• Ability to work independently and as part of a team

• Ability to work standing for 8 or more hours

• Agile and flexible work style to support a fast-paced work environment

• High degree of integrity and accountability as well as a desire to carry out the ASPCAs mission

• Highly organized with attention to detail

• Ability to perform timely and accurate data entry

• Ability to exemplify ASPCAs core values and behavioral competencies

Education and Work Experience:

• High School Diploma GED or equivalent experience required

• Minimum of 1 year of customer service experience required

• Experience within the veterinary industry animal welfare healthcare and/or hospitality strongly preferred

• Experience serving underserved communities preferred

• Experience using a computer and navigating software applications required

Language:

• English required

• Bilingual (Spanish) preferred; other languages a plus

Qualifications:

Language:

Education and Work Experience: