Client Patient Coordinator Lead - Gulf Coast Veterinary Specialists Internal Medicine

Houston, TX
Full Time
Mid Level
Gulf Coast Veterinary Specialists is the premier destination for comprehensive specialized care for companion animals. With a steadfast commitment to excellence, we collaborate with the veterinary community to ensure the highest standards of care. Our state-of-the-art facility boasts cutting-edge diagnostic and therapeutic equipment, complemented by a team of passionate veterinary specialists and dedicated staff.

At GCVS, we specialize in a wide range of veterinary services, including emergency and critical care, anesthesia and pain management, avian and exotics, cardiology, dermatology and allergy, diagnostic imaging, internal medicine, neurology and neurosurgery, oncology, ophthalmology, sports medicine and rehabilitation, and surgery and orthopedics.

We pride ourselves on the quality of care we provide and on our commitment to our team members. We offer an outstanding benefits package, including competitive salaries based on experience. Our benefits encompass essential elements such as paid time off, comprehensive health insurance, a 401K profit-sharing program, paid holidays, a rewarding incentive program, discounted pet services and supplies, and much more.

It is the responsibility of the Internal Medicine Client Patient Coordinator Lead to be a positive role model for the Client Patient Coordinators. They will perform all aspects of the Client Patient Coordinator role while providing support to the Neurology, Surgery and Orthopedics Client Support Supervisor in various areas including leadership to the Client Patient Coordinators in the Neurology, Surgery and Orthopedics Client Support Supervisor’s absence. They will aid the Neurology, Surgery and Orthopedics Client Support Supervisor in helping the department reach standards and results determined by the Neurology, Surgery and Orthopedics Client Support Supervisor and Client Experience Manager. The lead will manage employee schedules, oversee daily floor operations, triage client complaints, and monitor department accounts receivable. They will also assist in providing quality, compassionate care for all our clients and patients. The Client Patient Coordinator Lead must have good communication skills and a strong professional relationship with all staff to perform the work as delegated and produce quality results. An intimate knowledge of the day-to-day functions of the department, general client service concepts, and administrative duties. This position requires a dependable, high-energy person who can handle multiple tasks at one time as well as a high stress environment. 

Essential Duties and Responsibilities: 
  • Job Relationships:
    • Responsible to the Neurology, Surgery and Orthopedics Client Support Supervisor.
    • Works closely with the Client Patient Coordinators.
    • All GCVS employees.
  • Essential Functions:  Promotes and utilizes a patient centered approach within their department.
    • Core competencies: Interdisciplinary leadership, customer service, communication, systems thinking, multitasking, and financial acumen.
    • Provide support to efficiently run the Surgical Department schedule including coordinating adequate coverage, managing call outs, lunch availability etc.
    • Triage and field client communication, questions, and concerns; thorough knowledge of common surgical procedures and expectations both including preoperative and post operative care. Resolve disputes or determine and inform staff members who can assist. 
    • Receive payments and record receipts for service; understand and explain client financial policies and options.
    • Mentor and coach Client Patient Coordinator staff to ensure team members are meeting training and knowledge benchmarks both in medical knowledge and general client service skills.
    • Assist Neurology, Surgery and Orthopedics Client Support Supervisor roll out and implement new policies, software, or strategies to improve the team.
    • Perform administrative support tasks such as ensuring communications are properly logged in patient medical records, ensure all client communication is answered in a timely manner, help manage receipt of payment for accounts receivable.
    • Provide information about the department and hospital, including questions on setting client expectations, operative care to include preoperative and post operative period and finances.
    • Analyze data to determine answers to questions from clients, outside organizations, or other staff members.
    • Assist and support other GCVS departments and employees in completing company projects.
    • Works with Neurology, Surgery and Orthopedics Client Support Supervisor to implement and evaluate new protocols and processes as well as produce and maintain training materials for Client Patient Coordinator job responsibilities.
    • Performs other responsibilities as requested by the Neurology, Surgery and Orthopedics Client Support Supervisor.

Job Requirements:
  • Job allows employee to vary physical position or activity for comfort.
  • Must be able to:
    • Stand 60% or longer of an 8-hour workday.
    • Walk up to 50% of an 8-hour workday.
    • Sit 40% of an 8-hour workday.
    • Requires ability to lift up to 10 pounds continuously.
    • Requires employee to bend, squat, kneel and reach above shoulder level frequently. Climb and twist occasionally.
    • Requires repetitive use of hands for simple grasping and fine manipulation
    • Requires all sensory skills (speech, vision, smell, touch, and hearing) corrected to near normal range.
    • Environment: 1. Greater than 90% of time spent indoors. 2. Temperature and humidity norms indoor. 3. Exposure to cleaning agents.
    • Exposure to electrical current.

  • High School diploma is required, Associate’s degree or Bachelors is preferred; or related experience and/or training; or equivalent combination of education/experience.
  • Must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Current or relevant experience in the Client Patient Coordinator position.
  • Must possess excellent listening and interpersonal skills and problem-solving methods.
  • Must have basic computer skills including working knowledge of office software.
  • Demonstrates core values and mission statement of Gulf Coast Veterinary Specialists in their day-to-day activity.

Starting compensation is based on experience and ranges from $20.00 - $22.00 per hour.
Ethos Veterinary Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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