Client Concierge

VCA Veterinary Specialty and Emergency Center of Kalamazoo is a 24/7/365 emergency, critical care and specialty practice, located in Portage, MI.  We are seeking a Client Concierge to join our dynamic team full-time.

At VCA, we prioritize wellness and offer flexible scheduling to support your personal and professional well-being. As part of our dedicated team, you’ll be encouraged to explore all the opportunities a career in veterinary medicine has to offer. We foster an inclusive, supportive work environment where you can focus on advancing your career, maintaining happiness, and delivering the best care to the patients we serve.

Client Concierge Duties:

·         Collaborate directly with the CSR team to manage all client-related matters, including providing patient updates, addressing hospitality needs, resolving special requests, and facilitating client visits for hospitalized patients when appropriate.

·         Greet clients upon arrival and confirm if they have registered for their visit

·         Assist clients with the check-in process, including paperwork, explaining financial assistance options and providing an overview of the triage process.

·         For “Stat” patients, thoroughly explain the Stat Form to clients, ensuring they understand the urgency and what permissions are being requested.

·         Provide clients with clear, realistic expectations for their visit, from check-in to discharge.

·         Serve as the ‘hospital concierge,’ addressing general client inquiries, such as parking, local restaurants, entertainment, shopping, and community events.

·         Build rapport with clients to ensure a positive experience throughout their visit.

·         Monitor the lobby to identify clients who may be distressed, offering them a more private space to discuss their pet’s condition.

·         Use empathy and de-escalation techniques to address and manage stressed or upset clients.

·         Customize communication protocols as needed to meet the specific needs of both the client and the patient.

·         Monitor electronic whiteboards to ensure clients are not overlooked in the exam rooms or lobby.

·         Collaborate with all hospital departments to prevent or minimize delays in patient care and promptly inform clients of any changes.

·         Facilitate smooth client visits by acting as a liaison between clients and patient care teams.

·         Connect clients with appropriate team members to address questions or concerns.

·         Reunite stable patients with their clients when appropriate.

·         Monitor patient status in the lobby and exam rooms, and promptly alert the patient care team to any significant changes.

·         Communicate with the ER Team Lead to ensure patient flow remains in line with staffing levels and patient care needs.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.