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, avian and exotics, 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 Internal Medicine and Diagnostic Imaging 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 client questions.

Pay: $17 - $23 / hour depending on level of experience, ability and applicable education and/or certifications.

This role will be scheduled for rotating hours primarily during weekdays and may include weekend coverage.

Some of the primary areas of responsibility & tasks:

Appointments and Department Flow:

• Appointment Prep: Secures a completed referral when required. Ensures that patient records are in order; makes sure all new consults have referral medical records and all x-rays are uploaded to VetRocket, and available for the doctors. Update patient vaccination history as relevant.
• Treatment Plans: Able to assist doctors and technicians with inputting treatment plan estimates. After treatment plan has been presented by the doctor, ensures plan is approved by the client. Discuss payment options and hospital financial policies, including CareCredit. Communicates/clarifies any concerns with treatment plans to attending doctors.
• Appointment Check-Out: Schedules 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 collaborates with the Referral Manager 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.
• Record Keeping: Maintains organization of records throughout the day.

Admission:

• Drop-Off Admission: Ensures drop-off patients have a current estimate on file.
• Confirms admits with clients and secures any required deposits or consent forms.
• 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.
• Belongings: Advises on policy for owner items brought to hospital.

Hospitalization:

• Rounds: Attends daily morning rounds and evening rounds when possible, 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.
• Obtain referral medical records for patients transferring to the service.
• Comfort Updates: Provides comfort updates within a non-clinical scope.
• Financial Updates: Able to present continued care estimates prepared by Specialist. Collect any additional deposit or consent authorizations needed for updated treatment plan.
• Client Communication: 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. Collaborate with technician staff for patient handling.
• All other duties as assigned by management.

Discharges:

• Discharge Prep: Coordinates and schedule discharge time under direction from the case owner. Communicate discharge plan to ensure that all is prepared for discharge. If necessary, coordinate with clinical staff for tech or doctor demonstration of at home treatments: administration of oral and injectable medications, subq fluids, tube feeding, wound care, and food preparation.
• Call Backs: Call clients to check on patients between 1-3 days after discharge (or as directed per DVM).

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: Collaborates with Referral Liaison to ensure outside lab results are appropriately attached to record and received by the Doctor.
• 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.
• Email/Voicemails: Checks assigned service 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 under the direction of the prescriber. 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.