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.
Who We Are
Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care? We did. The ASPCA’s 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 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.
What You’ll Do
The Patient Liaison schedules medical appointments, welcomes clients to the clinic, answers questions about our program, assists with data entry and collects payments for services. The PL is the trusted source of information and support for families seeking assistance for their pets.
Where and When You’ll Work
- This is typically a Monday – Friday, 8 hour schedule between the hours of 7:30 am – 5:00pm EST with flexibility to work occasionally beyond the scheduled work day. Schedules are subject to change as needed by the ASPCA.
- This position is an on-site role and reports to the Queens Community Veterinary Clinic (CVC) location at 36-02 14th St, Long Island City, NY 11106.
- Occasional flexibility in reporting to other ASPCA locations throughout the greater metro area is required based on operational need.
What You’ll 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 $26.85 - $28.29 per hour
Benefits
- Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, and company paid holidays. We also provide 1 week of paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
- Affordable health coverage, including medical, employer-paid dental, and optional vision coverage as well as employer-paid life and long-term disability insurance.
- Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
- Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.
- This is typically an 8-hour schedule that includes a paid 1-hour lunch break with flexibility to work occasionally beyond the scheduled work day.
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 morning intake process
- Accurately and efficiently enter client and patient information into database
- Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions
- Provide clients with referrals to external agencies/partners
- Accept payments for services and ensure cash register is balanced daily as needed
- Complete follow-up and reminder calls / text messages, and coordinate other services as needed (transportation, etc.) to remove obstacles to care and improve appointment compliance
- Schedule follow-up and additional 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
- Act as a scribe as appropriate to increase efficiency of the medical team
- Discharge spay/neuter patients, discuss post-operative instructions and supply appropriate paperwork
- Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes
- 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
- Restock medical supplies as needed
- Assist medical team with translation service coordination as needed
- Perform other duties as assigned
Qualifications:
- Excellent customer service skills
- Ability to build close working relationships with others, both internal and external partners at all levels
- Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
- Ability to work independently and as part of team
- Ability to work standing for 8 or more hours
- Agile and flexible work style to support a fast-paced work environment with shifting short term and long-term priorities
- Experience using a computer and navigating software applications required
- High-degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission
- Highly organized, with attention to detail
- Ability to perform timely and accurate data entry
Education and Work Experience:
- High School Diploma, GED or equivalent experience required
- Customer service experience required
- Experience in veterinary medical setting strongly preferred
- Experience serving diverse communities preferred
Language:
- Bilingual (Spanish) strongly preferred
Language:
English (Required), Spanish
Education and Work Experience:
High School Diploma, GED, or Equivalent Experience (Required)
