Emergency Concierge, VERC

Emergency Concierge

Veterinary Emergency + Referral Center of Hawaii (VERC) is an advanced 24-hour veterinary emergency and specialty hospital.

Our dedicated board-certified specialists and highly-trained emergency professionals provide a collaborative approach to veterinary medicine.

Supported by our modern, state-of-the-art facility, we offer a full in-house laboratory, ultrasound, CT, MRI and electrochemotherapy.

At VERC , our mission is to provide the highest standard of emergency and specialty medicine, offering the most comprehensive and progressive patient care on the Hawaiian Islands.

About the Job :

The purpose of the Emergency Concierge is to provide a communication bridge between the ER clinical team and the front desk, ensuring that the clients understand where they are at in the process.

Duties :

• Ensure primary vet records and are attached in the purple record and the rDVM is entered into ezyVet
• Ensure that all client and rDVM information is documented in ezyVet
• Introduce themselves to owner and place owner in an exam room when the DVM is ready to speak with the owner
• Notify DVM which room / note in Smartflow
• Once the DVM has spoken with the owner and has a plan in mind, collect that information from the DVM to prepare a treatment plan
• Have ER DVM approve / look over the treatment plan
• Go over the treatment plan with owner and let them know that the high-end of the estimate will be collected as the deposit
• If issues with the treatment plan / deposit arise at this point, the ERC will provide owners with information for Care Credit and let DVM know if the treatment plan needs to be adjusted
• Direct the owner to the front desk to make the deposit
• Inform DVM & ER technicians when the treatment plan has been approved and the deposit has been collected
• Highlight SmartFlow sheet for : IV Cath, radiographs, US, bloodwork and urine (if applicable)
• Oversee / know where the owner / client is located (home, lobby, examination room, etc.)
• Provide updates to owners when the wait time is longer than anticipated / communicate what to expect with the owners
• Review invoices prior to discharge, making sure that all charges are captured that were on TP
• Prepare and go over euthanasia paperwork with owners
• After medical update for inpatients have been given, go over new estimates and collect deposit when needed
• Manage communications tab in ezyVet
• Check that all rDVM information has been entered correctly in the purple and green tab for all ER cases that came in overnight
• Adjust patients coming when requested by DVM (i.e. push stable cases to come in later if several STATs arrive)

Intake Process :

• When a STAT patient arrives (PSI 1 or 2) :
• Triage tech will be bringing the patient to the treatment area
• ERC will introduce themselves to the owner and discuss the Red Alert, obtain CPR status, and obtain a brief history while the clinical staff is working on the patient
• Direct the owner to the front desk for the Red Alert deposit if applicable
• If the owner has financial concerns, relay this information to the clinical team
• Relay the brief history to the DVM
• Ensure that all client information / rDVM information / rDVM records have been obtained
• Put owners in a room when the DVM is ready to talk with the owner

Requirements :

• Effective verbal and written communication skills, with the ability to adapt to different communication styles.
• Work history demonstrating strong organizational and time management skills as well as a strong sense of personal accountability.
• Ability to maintain professional composure and a positive attitude in a high-performance culture with ever changing demands.

Benefits of Working at Veterinary Emergency + Referral Center of Hawaii :

Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.