Patient Liaison - ASPCA : Job Details

Summary: The ASPCA's Community Medicine (CM) team provides expert veterinary care to support the welfare of animals and their people through our stationary and mobile veterinary clinics, serving the most underserved communities in New York, Miami, and Los Angeles. We help pet owners overcome barriers to care, bringing quality services directly to the communities that need us most and partially or fully subsidizing the cost of basic and preventive care. CM treats people and pets with dignity and respect, assisting pet owners in making informed decisions about their pets' health and wellbeing regardless of their financial circumstances. When you come to work at the ASPCA, you join a team of over 1,000 dedicated colleagues with deep knowledge, skills, and passion for the animals we serve.

What You'll Do: The Part Time Patient Liaison (PT PL) is a vital member of our team who works directly with clients and medical staff to ensure seamless delivery of services and a friendly, judgement free, high-quality experience for all. PT PLs welcome clients to the lobby, book appointments, answer questions from the public, enter medical records, collect payments and maintain a clean and stocked lobby. The PT PL is a trusted source of information and support for families seeking assistance for their pets.

Work/Life Balance: Paid vacation time to relax, paid sick time to heal, and paid personal time to celebrate what and when you like.

Room to grow: The ASPCA has robust professional development programs to help you grow as a professional.

Support: We are one of the largest and most impactful animal welfare organizations in the world, so you will always have a strong team to lean on and cheer you on.

Work Schedule: This person will work three days per week. Schedules are subject to change at the sole discretion of the ASPCA.

• A full day Monday (approximately 8:30am - 4:30pm)

• Wednesday afternoon (approximately 1:00pm - 5:00pm)

• A full day Friday (approximately 8:30am - 4:30pm)

Compensation and Benefits: Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

• The target hiring range for this role is $25.86 - $27.30 per hour

Responsibilities: Responsibilities will include, but are not limited to:

• Customer Service (70%)

  • Work as part of a team to create a consistently excellent, welcoming client experience

  • Greet clients, answer questions, schedule appointments and assist with patient intake

  • Maintain a clean, stocked and organized lobby

  • Check-in clients to ensure smooth/efficient morning intake process (morning shifts only)

  • Accurately and efficiently enter client and patient information into database

  • Provide clients with referrals to external agencies/partners

  • Collect and process payments for services and ensure cash register is balanced daily as needed

  • Send appointment reminders and follow up messages

  • Participate in grassroots community outreach to connect services with clients who need them including participating in ASPCA and CM events and tabling at other community events

• Medical Support (30%)

  • Real-time medical records scribing during the surgery day

  • Discharge spay/neuter patients, discuss post-operative instructions and supply appropriate paperwork

  • Disinfect lobby surfaces according to ASPCA protocol to prevent the spread of infectious diseases in animal patients

  • As needed, help clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes

  • As needed, clean and disinfect animal areas (exam tables, scales, kennels) throughout the clinic day, following CM standard operating procedures and utilizing appropriate and personal protective equipment

  • Send and receive mail and packages

  • Restock medical supplies as needed

  • Coordinate language translation services as needed

Exemplify the ASPCA's Core Values: Commitment and dedication to improving the lives of animals, ownership and feeling responsible for outcomes, belief in team that we are stronger together, seeking to elevate others and reimagine what is possible, and focusing on impact, specifically making change for animals.

Qualifications: Outstanding customer service skills, experience using a computer and navigating software applications, ability to perform data entry tasks efficiently for approximately 35 patient records per day, ability to stay calm under pressure and deescalate conflict in a positive and professional manner, ability to work independently and as part of team, agile and flexible work style to support a fast-paced work environment, high degree of integrity and accountability, as well as a desire to carry out the ASPCA's mission, organized, with a high level of attention to detail.

Education and Work Experience: High school diploma, GED, or equivalent professional experience required, minimum of one year work experience in customer service, community organizing, advocacy or related field required, professional data entry experience in a medical setting preferred.

Language: English required, bilingual (Spanish) strongly preferred.