Veterinary Patient Liaison

Company: ASPCA
Location: New York
Posted on: September 4, 2024

Job Description:

Summary: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 (PL) is a vital member of our team who works directly with clients and medical teams to ensure seamless delivery of services and a judgement free, high-quality experience for all. The PL 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.What you'll get:

• Work/life balance:
  • paid vacation time to relax
  • paid sick time to heal
  • ten paid holidays to observe
  • plus - paid personal time 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) 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 onWork Schedule and Location: This is typically a Monday - Friday, 8 hour schedule with flexibility to work occasionally beyond the scheduled work day and Saturdays approximately once per quarter may be required. This position is primarily based at the ASPCA Spay/Neuter Mobile Clinics throughout the five boroughs of New York City. Occasional flexibility in reporting to other ASPCA locations is required based on operational needs.Responsibilities:Job Responsibilities include but are not limited to:Customer Service (50%)
    • 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 eventsMedical Support (30%)
      • 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 neededDriving and Mobile Clinic Operation (20%)
        • Drive mobile clinics to designated locations, park and prepare vehicle for use
        • Monitor mobile clinic and notify appropriate manager of needed maintenance and repairs
        • Perform required daily vehicle safety checks & record in the safety log; stop and immediately notify the fleet manager of any safety related findings
        • Troubleshoot equipment issues in the field
        • Perform other duties as assignedExemplify the ASPCA's Core Values:
          • HasCommitmentand dedication to improving the lives of animals
          • DemonstratesOwnershipand feels responsible for outcomes
          • Believes inTeam- that we are stronger together
          • Seeks toElevateothers and reimagine what is possible
          • Focuses onImpact, specifically making change for animalsQualifications
            • Ability to build close working relationships with others, both internal and external partners at all levels
            • Agile and flexible work style to support a fast-paced work environment with shifting short term and long-term priorities
            • High-degree of integrity and accountability, as well as a desire to carry out the ASPCA's mission
            • Highly organized, with attention to detail
            • Outstanding customer service skills
            • Experience using a computer and navigating software applications
            • Must display a track record of timely and accurate data entry
            • Ability to work standing for 8 or more hours
            • Ability to work independently and as part of team
            • Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
            • Flexibility with respect to work location and job duties
            • May require work in various weather conditions due to mobile nature of the role
            • Must have a Valid Driver's License and the ability to obtain a Commercial Driver's License within the first six months of hire and pass a motor vehicle history check demonstrating a safe driving history. As part of the driving requirements of this role, must also pass a Department of Transportation Medical Exam and required Drug and Alcohol Testing.
            • Must be willing and comfortable learning to drive Mobile Clinics, which are up to 37 feet long, through city street traffic (training provided by ASPCA)Educations and Work Experience
              • High school diploma or GED equivalent required
              • Experience in a social service setting working with diverse populations preferred
              • Experience in community services, customer service, community organizing, advocacy or related fields preferredCompensation and Benefits: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 $26.86 - $28.30For more information on our benefits offerings, can be found . The Compensation Team will review internal candidates' current compensation, to determine if an offer beyond the target hiring range may be applicable.Stay Connected - Join Our Talent CommunityIf you are interested in joining our team but do not see a position listed that fits your experience or interests, please click to stay connected to future opportunities with the ASPCA.Qualifications:Bilingual (Spanish) Strongly PreferredLanguage:English (Required), SpanishEducation and Work Experience:GED, High School Diploma (Required)Experience in Community Services, Customer Service, Community Organizing, Advocacy or Related FieldOur EEO Policy:The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.ASPCA is an Equal Opportunity Employer (M/F/D/V).About Us:
                The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.Applicants that are residents of Colorado: Per CO Senate Bill 23-058, we cannot generally request or require any age-related information (i.e., age, DOB, attendance or graduation dates from an educational institution) on an initial employment application; this includes any age-related inquiries in the initial interview. We are permitted to require/request additional application materials; if those materials contain any age-related information, an applicant may redact the information before submitting an initial employment application.

Keywords: ASPCA, New York , Veterinary Patient Liaison, Healthcare , New York, New York