Client Care Coordinator

Job Description

Job Description

Salary : $15 to $20 / Hour

If you’re reading this, you likely know firsthand the pressure veterinary hospitals have been under the last few years. With over 23 million new pets in American homes, the veterinary profession has been at a near breaking point with ER hospitals and general practices at max capacity the past few years.

The challenges are many and there’s no instant fix, but we see an opportunity to help.

At Truss Vet, we envision a more compassionate world where quality of life is elevated; where there is joy in the human-animal bond, unencumbered by poor health, limited resources or inadequate access to care.

Our mission is to bridge gaps in veterinary care and strengthen our community by reimagining the way animal hospitals serve pets and people.

So where do we start? We are developing veterinary urgent care facilities that deliver exceptional care experiences and promote the well-being of our entire team.

Truss Vet treats non-life threatening emergencies that don’t belong in the ER but may not fit into the busy day of a general practice.

It’s kind of like human urgent care, but our model is so much better.

As a Client Care Coordinator (CCC), you will wear many hats. You may toggle between our Command Center where you will juggle communications and administrative tasks (e.

g. teletriage, web chat, emails, medical record) or our Welcome Kiosk where you are responsible for one of the most important tasks at Truss Vet : creating a positive first impression.

Whether a client is walking through our doors for the first time or connecting by phone, they experience a magic moment from that first interaction that sets the trajectory for the entirety of their clinical experience.

Your job is to make it exceptional. This means greeting and answering questions with enthusiasm and empathy, adding clients to the waitlist, finding ways to help pet owners even if the conversation doesn’t translate to a clinic visit, and ensuring our queue management software is kept organized and accurate so the workday flows smoothly for the clinical team.

You will play an integral role in making us one of the best clinics and best places to work on the planet. No pressure! : )

This will involve helping the community understand our niche, maintaining points of contact with referral hospital partners, triaging cases, attracting new clients and staff, and much, much more.

It will be the most challenging but also rewarding! opportunity of your career. Will you join us?

You’re a great fit if :

• You have the unique ability to immediately connect with people and make them feel cared for through your trusting, professional, and empathetic demeanor
• You have a growth mindset; you never stop learning, and you’re constantly looking for ways to advance yourself, your career, and your team
• You want to work for a company that has a big vision and ambitious plans for growth, and you want to be a part of helping achieve that growth
• You want to make a difference in the world, have an impact on people’s lives, and change the future of animal healthcare for the better
• You love working in teams and find that you’re able to relate to people of all types (yes, people are gross, but you didn’t choose vet med because you love animals and hate people);

you avoid drama, gossip, and workplace politics

• You’re willing to get your hands dirty; no task is beneath you
• You provide energy to the people you’re around because you’re generally a happy, positive, optimistic person (after interacting with you, people feel energized vs. drained)
• You are trustworthy, reliable, and eligible for employment in the state of NC
• You read our core values (below) and they overlap with your personal values

We believe in :

• Excellence in medicine and the highest reasonable standards of care
• Providing our teams the resources to be happy and successful
• That every pet deserves to live its best life (Except for that one chihuahua jk)
• 3-day workweeks
• Going home on time
• Building a supportive team that you want to hang out with even on your off days (but we’ll never make you)
• Treating people like we want to be treated
• Compensation and benefits that help people live well
• Working hard and pursuing excellence while still having fun

A little bit about our clinic :

For too long, veterinary hospitals have been off the beaten path, sequestered to old strip centers, or simply too hard to find.

Pets have become family members so why shouldn't veterinary clinics be located where family members shop, work, and dine?

And why shouldn't veterinary teams get to work in beautiful, safe, and vibrant locations?

• We’re outfitting the facility with brand new, industry-leading equipment (Idexx CBC / chemistry, automated fecal / UA, digital cytology, and on-site enzyme analysis), Idexx digital radiography, Butterfly ultrasound, fully cloud-based and mobile technology solutions, and a modern aesthetic reflective of today’s best healthcare environments
• Our Fear-Free clinic will include a command center, dedicated feline exam room, comfort room, four additional exam rooms, respite / breastfeeding room, staff break room, radiology suite, and a spacious treatment area

Compensation & Benefits :

• Competitive pay
• Comprehensive health insurance
• Short- and long-term disability coverage, life insurance
• 401K
• Commitment to professional and personal development through mentorship
• Pet care discounts

Our Values Statements :

Dare to Care - Doing what is easy isn’t always right. Doing what is right isn’t always easy. So we show up. We give a sh!t.

Even when clients don’t deserve our best, even when a conversation is uncomfortable, we approach situations with courage, empathy, and authenticity.

We care enough to have tough conversations and we handle tough conversations with care.

The Details Matter - Our standards are reflected in every detail, and those details matter. The client will never forget the hug you gave when they said goodbye to their best friend.

That blanket may mean the difference between an hour of comfort for a pet versus an hour of fear. The smell or sight of a dirty rug may mean the difference between a great first impression versus skepticism about our entire team.

Truss One Another - To be accountable to the team's success means we’re accountable to the success of each other. We have our teammates’ backs.

We catch each other’s mistakes. We challenge each other to improve and be the best versions of ourselves.

Bowl Half Full - Your dog doesn’t go through life believing his bowl is half-empty. We see the good in others and in each other, we see opportunities in challenges, we meet discomfort with good humor, and when we find closed doors, we kick them open or make new ones.

If you’ve made it this far, you’ve passed your first test, and we can’t wait to meet you! For more information, check us out at www.trussvet.com.