Veterinary Patient Care Coordinator

The Veterinary Patient Care Coordinator is the first point of contact for clients seeking care for their pets and plays a critical role in preserving access to care through a patient-centered, compassionate scheduling philosophy. This role requires veterinary medical knowledge to appropriately triage appointment needs, assess urgency, and collaborate with hospital teams using a “Yes First” scheduling approach—seeking solutions before saying no. Every interaction is an opportunity to help a pet in need today.

Requirements

• Answer inbound calls promptly and professionally, representing the organization with warmth, empathy, and confidence
• Use veterinary medical knowledge to assess presenting concerns and triage appointment needs appropriately
• Schedule appointments accurately across multiple veterinary hospitals, providers, and service lines
• Identify urgent, same-day, and priority cases and collaborate with hospital teams to ensure appropriate placement
• Gather relevant client and patient history to support safe and effective scheduling decisions
• Educate clients on next steps, appointment expectations, and basic medical or procedural guidance (within scope)
• Manage reschedules, cancellations, and follow-up calls to optimize access to care
• Apply a patient-centered, compassionate scheduling mindset, prioritizing access to care whenever medically and operationally possible
• Lead with a “Yes First” approach—exploring all appropriate options before declining or deferring care
• Recognize that every call represents a pet in need and approach each interaction with urgency, empathy, and accountability
• Clearly and calmly explain scheduling decisions, next steps, and care options to clients
• Support clients through emotionally charged situations with professionalism, compassion, and clarity
• De-escalate concerns while maintaining focus on patient safety and timely care
• Partner closely with hospital leadership, medical teams, and front desk staff to understand daily capacity, medical workflows, and service offerings
• Communicate clearly regarding case urgency, special medical considerations, and client expectations
• Adjust scheduling strategies based on real-time hospital feedback and patient care priorities
• Serve as a liaison between clients and hospitals to ensure continuity, clarity, and compassionate care delivery
• Proactively protect and expand access to care by keeping hospital schedules full and responsive
• Conduct outbound calls to past-due, recall, and deferred clients to offer timely appointments
• Identify opportunities to move patients into earlier openings when clinically appropriate
• Monitor schedules in real time to minimize unused capacity and reduce barriers to same-day or near-term care
• Partner with hospitals to creatively solve scheduling challenges while maintaining patient safety and team wellbeing
• Accurately document all client interactions, appointments, and notes in practice management systems
• Follow established scripts, workflows, and quality standards
• Protect client and patient confidentiality at all times

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance