Pieper Memorial is a 24-hour emergency and specialty hospital that first opened its doors to patients in 2010. Located on the same campus as Dr. Pieper s original hospital, Pieper Memorial is equipped with advanced technology and state-of-the-art facilities including a high-field MRI, 64-slice CT Scan, Telemetric Monitoring Systems, intensive care units, and a mechanical ventilator. In addition to treating any and all emergency visits, our neurology, oncology, internal medicine, surgery, diagnostic imaging, and physical therapy specialists also see patients on this campus. We are also very proud to be a VECCS Level I certified emergency & critical care facility. We are seeking a client care coordinator (CCC) to support our Emergency and Critical Care teams.

The CCC provides concierge service between the client or the referring veterinarian, and the Pieper Memorial team, from the moment of first contact with the hospital, throughout the patient s stay and after discharge. The CCC serves in all areas of communication, as an advocate for and liaison between the client and the medical team(s), to ensure clear, accurate information is relayed and delays are minimized. The CCC is also a department point person for the front desk to ensure a quick and efficient flow of communication between incoming calls and clients questions.

Starting Pay: $17.00 - $23.50 per hour

This role will be scheduled for Sunday through Thursday and will include working first and second shifts.

• While Sundays will be first shift, the majority of the other days will be on second shift.

PRIMARY JOB RESPONSIBILITITES

Appointments and Department Flow:

• Appointment Prep: Ensures that patient records are in order; makes sure all new consults have referral medical records and all x-rays are uploaded to Efilm, and available for the doctors.
• Appointment Check-In: Readies the exam rooms for the daily appointments. Assists with check-ins when the service requires. Greets the client and rooms the patients in a timely manner; accounts for any wait time. Provides hospitality and makes the client feel important. Gets updated weight, and if requested by service, obtains temperature, pulse, and respiration.
• Treatment Plans: Assists doctors with inputting treatment plans and/or estimates into Impromed. After treatment plan has been presented by the doctor, ensures plan is approved and signed by the client. Assists client in any necessary Care Credit/Payment options. Communicates/clarifies any concerns with treatment plans to attending doctors.
• Appointment Check-Out: Walks client up to front desk to coordinate with reception regarding payment. Ensures client has any necessary medications to go home and is aware of any follow-up recheck appointments that need to be booked.
• Transfers from rDVMs: As is reasonably possible, schedules transfers from rDVMs, obtaining histories, medical records, diagnostic test results and imaging prior to arrival and arranges for doctor-to-doctor conversations about the case. Coordinates with the front desk to ensure they are ready for transfer patient check-in.
• Daily Organization: Works closely with the assigned doctor(s) to organize flow of appointments and outpatients. Maintains cleanliness and appearance of exam rooms between appointments. Before shift ends, ensures that all charges and communications are up to date. Reviews drop offs and appointments for the following day. Coordinates with front desk staff to ensure cage cards, estimates, and any drop-off forms are prepared. Prepare any outpatient/anesthesia sheets for next day appointments/drop-offs
• Record Keeping: Maintains organization of records throughout the day. Coordinates with liaison for faxing to referrals.

Admission:

• Drop-Off Admission: Ensures drop-off patients have a current estimate on file. Coordinates with the front desk to ensure necessary pre-payments have been collected and patients have cage cards, admit notes and signed paperwork.
• Client Questions: Reviews estimate and financing if necessary. Serves as a point person to answer any questions or concerns about non-medical issues (when procedures are expected to be performed, when test results are expected, when a client might expect a call from the doctor. ) For medical related questions, communicates/clarifies any concerns with treatment plans to attending doctors.
• Visitation: Explains hospital policies for visitation, updates, provides guided tour (if requested).
• Patient Set-up: Informs technicians and doctors of patient status. Assist technicians in setting up the patient s cage.
• Belongings: Takes responsibility for personal belongings, medications and foods brought into the hospital.

Hospitalization:

• Morning Rounds: Attends morning rounds, take note of patients on in house/overnight list, listen for any financial communications discussed during rounds, listen for treatment plan details on each patient. Checks and facilitate any necessary transfers of patients from one service to another.
• Comfort Updates: Provides comfort updates during the day (1-2 per day minimum)
• Financial Audits: Checks finances and financial communication for continuity from previous day to current day. Prepares an updated invoice for all patients staying in hospital. Ensures that treatment plan and communications are accurate and that all charges from treatment sheets are entered into Impromed. Informs doctor if current charges are above original plan and facilitates prioritization of doctor/client communication when changes in the treatment plan are recommended.
• Financial Updates: Updates daily invoice and informs clients of daily balance, arranges additional deposits if necessary, and discusses financial options. Addresses any client billing issues.
• Client Communication: Ensures the client is comfortable with invoice and has clear understanding of patient status. Is responsible for noting and communicating any client concerns regarding invoice or patient care to attending doctor.
• Visitation: Arranges and assists in facilitating patient visits either in a room or in the treatment area.
• rDVM Updates: Ensures minimum of one daily report from attending doctor is finalized and ready for liaison/rVetLink
• All other duties as assigned by management.

Discharges:

• Discharge Prep: Coordinates and schedule discharge time, ensuring that all is prepared for discharge including discharge instructions, medications/diets to go home, invoice completed, patient clean and belongings collected, and IV catheter removed. Ask the doctors about any special TGH meds/instructions.
• Discharge Check-In: Greets and rooms clients coming in for discharge and conducts a brief exit interview for feedback on quality of their experience. Responds to client billing issues.
• Discharge Assistance: Assists with discharge tasks when necessary; depending on experience performs patient discharges and client education, including how and when to medicate, medication descriptions/uses, and how to watch for drug reactions. If necessary demonstrate at home treatments: administration of oral and injectable medications include subq fluids, tube feeding, wound care, and food preparation.
• Discharge Check-Out: Coordinates with front desk to ensure any follow up appointments are booked. Offers and assists the client with getting the patient into their vehicle.
• rDVM Report: Assists liaison in preparing rDVM referral report for rVetLink including follow up with all outstanding lab results etc
• Call Backs: Call clients to check on patients 1-2 days after discharger (or per DVM). Arrange any necessary follow-up visits.

Communication and Administrative Duties:

• Client Concerns: Keeps attending clinician updated on any client concerns/calls; ensure daily contact with client and rDVM if applicable. Acts as a filter for the clinician as what needs to be done right away, what needs to be done by end of day, and what can wait.
• Diagnostics: Responsible for downloading laboratory results into patient file. Tracks pending diagnostic results, uploads from GI lab, Antech,and rabies testing etc. Arranges for UCONN necropsy and rabies testing including transport
• Dept Flow: Monitors the flow of the day; anticipates the needs of DVMs and clients. Checks-in with the doctor and technicians consistently throughout the day. Organizes order of procedures within the assigned service and inputs info into Impromed schedule. This includes being responsible for scheduling MRI s, all drop off procedures, and general appointments. Coordinates procedures with other services if necessary
• Email/Voicemails: Checks assigned doctor s email and/or voicemail for any client calls, questions and pending lab requests throughout the day. Assists with response or passes on to appropriate doctors.
• Rx Refills: Manages prescription refill process for service and fills prescriptions throughout the day. Ensures all prescriptions are filled in a timely manner and alert lead Technician when assistance is needed.

Benefits:

• Paid time off
• Referral bonuses
• Insurance: health, dental, vision, and disability
• 401(k) plan with employer match
• Generous employee pet discount
• Employee Assistance Program
• Annual uniform allowance
• Comprehensive one-on-one client service classes and hands-on training
• Continuous learning via in-house training seminars and reference material
• Employee appreciation events and activities
• Many opportunities for internal transfer and promotion

Pieper Veterinary considers applicants for employment without regard to, and does not discriminate on the basis of, an individual s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Pieper Veterinary discriminate on the basis of sexual orientation or gender identity or expression.