ASPCA Patient Liaison, Miami Community Veterinary Center Salary in the United States

Please make sure to attach both a resume and cover letter to complete your application.

Summary:

Do you enjoy working in a fast-paced team environment? Are you passionate about serving people and pets in your community? If so, the Patient Liaison role may be for you! The ASPCA Community Veterinary Center (CVC), located in Liberty City, will provide affordable and accessible basic veterinary care (including spay/neuter and Primary Pet Care) for pet owners residing in Miami-Dade County.  

The Patient Liaison is a nonmedical position that will provide crucial support for our clients: welcoming guests in the lobby, answering questions, assisting with patient intake, scheduling appointments and following up with clients who need extra assistance.  Patient Liaisons will also connect clients to other ASPCA or agency resources as needed. The Patient Liaison ensures the CVC lobby runs smoothly and that patients are provided a high level of service. In addition, the Patient Liaison will participate in community outreach efforts as needed to promote our services and help remove barriers to care. 

This is a full-time position, approximately 8 hours a day, Tuesday through Saturday and is located in Liberty City, Miami. Some flexibility with scheduling is required, as there may be some early morning shifts (beginning at 7:00am). 

Responsibilities:

Responsibilities include but are not limited to:

Client Reception (40%):

• Oversee client experience when arriving to and departing from the Community Veterinary Center, including welcoming patients, check-in, check-out and follow up scheduling.
• Answer all calls received at the Community Veterinary Clinic and provide support to callers.
• Clean and maintain Reception and Lobby areas.
• Collaborate with ASPCA Client Services Call Center to coordinate patient care.
• Work closely with the ASPCA Community Engagement team to assist clients referred by their staff or partner agencies.
• Work with the medical team to provide high quality service and support, including coordination of medical history, information gathering and assessment of needs.
• Maintain accurate patient records, including entry into the ASPCA record management system and perform quality assurance monitoring.
• Complete follow-up and reminder calls/text messaging services, and actively work to remove barriers to care (including transportation, leashes, pet carriers or other needs) to improve service compliance and reduce no-show rates.

Patient Care Coordination Duties (40%):

• Greet clients, assist with intake process, flag relevant medical history to help facilitate continuity of care.
• Assess client’s immediate needs, such as a leash or collar, and distribute ASPCA supplies and/or refer them to appropriate partner agencies for assistance. Provide referrals to external agencies and the Community Engagement team if needed. 
• Use a non-judgmental, client-centered approach with all clients.
• Provide translation services as needed and support client’s ability to fully understand all medical procedures, needs and decisions. If not able to provide translation, coordinate appropriate translation service for clients.
• Share information regarding the benefits of preventive care including spay/neuter with local communities.
• Assist with Conflict Resolution and Grievance Management/working through client’s concerns/complaints and escalate to CVC Operations Director if needed.

Clinic Preparation Duties (15%):

• Enter client service documentation into client management system.
• Review messages left and call back patients to coordinate needs, answer questions and provide support.
• Stock all supplies in clinic, including patient resources, resource flyers and other items.
• Work in coordination with housekeeping and medical team to ensure facility is sterilized, cleaned and facility is ready for service.
• Submit maintenance requests to CVC Operations Director and flag urgent items.

Other Duties (5%):

• Attend all required staff meetings and training sessions.
• Perform other duties as assigned.

Exemplifies the ASPCA’s Core Values:

• Has Commitment and dedication to improving the lives of animals
• Demonstrates Ownership and feels responsible for outcomes
• Believes in Team – that we are stronger together
• Seeks to Elevate others and reimagine what is possible
• Focuses on Impact, specifically making change for animals

Additional Information:

• A valid Florida driver’s license is preferred

• High school diploma or GED required, Associates or Bachelor’s Degree preferred

• Fluency in English is required, bilingual in Haitian Creole and/or Spanish strongly preferred

Qualifications:

Ability to build close working relationships with others, both internal and external, and at all levels; ability to influence and motivate people to desired outcomes, Excellent planner, with the ability to plan strategically to meet goals, Exhibit exceptional analytical and strategic problem solving abilities and judgment, Experience with and/or interest in working with diverse urban populations; enthusiasm for being on your feet most of the day out in the community, Flexible work style amidst shifting priorities; calm under pressure, High-degree of emotional intelligence and desire to carry out the ASPCA’s mission, Highly organized and strong attention to detail, Track record of timely and accurate data entry, Valid New York state driver’s license with strong driving record preferred

  

Language:

English (Required), Spanish

Education and Work Experience:

GED, High School Diploma (Required)

  

Experience in Community Services, Customer Service, Community Organizing, Advocacy or Related Field

Our EEO Policy:

The ASPCA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws.  A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA.  Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status,  or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

ASPCA is an Equal Opportunity Employer (M/F/D/V).

Please don’t forget to attach your resume and cover letter to complete your application.