Animal Emergency and Specialty Center - Poulsbo, WA

Client Care Specialist - (Part Time or Full Time, On-Site)

Compensation: $20.00 - $23.50 per hour

Job Summary:

We are looking for experienced Client Care Specialist to join our team!

Are you looking to advance your skills and knowledge in a fast-paced environment that will encourage and support your growth? Animal Emergency and Specialty Center's learning-rich environment provides exceptional patient care and client service.

Our culture is driven by our mission and values. Our team is dedicated to being available for families during their pets’ unexpected, difficult times and providing quality, compassionate, and professional care. We believe that teamwork, communication, and transparency are vital and encourage a dynamic of trust, respect, and integrity.

About You:

The Client Care Specialist is a blended role responsible for supporting client communication, patient flow, and administrative coordination within the emergency and specialty hospital environment. This role serves as a liaison between clients, veterinarians, and clinical teams by facilitating financial discussions, documenting communication, and supporting intake, discharge, and room flow processes.

Client Care Specialists may be trained to support multiple functional areas based on hospital needs, scheduling, and individual competency. Training into additional responsibilities is not automatic and will be assigned and supported by leadership based on operational needs.

Essential Duties and Responsibilities:

Client Communication & Advocacy

• Serve as a primary point of contact for clients in person, over the phone, and electronically, providing clear, compassionate, and timely communication.

• Respond to client inquiries and provide patient updates under DVM guidance, including medical status, diagnostics, wait times, treatment plans, and discharge instructions.

• Accurately document all client communication in the medical record in accordance with hospital policy.

• Coordinate visitation scheduling and assist with client movement throughout the hospital.

• Conduct follow-up calls post-discharge, communicate benign diagnostic results, and relay additional care recommendations as directed by the DVM team.

Financial Coordination & Treatment Planning

• Create, review, and present treatment plans and estimates based on DVM recommendations.

• Review consent forms and obtain client authorization for treatment, anesthesia, sedation, hospitalization, euthanasia, and related services.

• Collect deposits, payments, and refunds in exam rooms or at the front desk as appropriate.

• Maintain accurate tracking of patient financial status throughout the visit and provide financial updates to clients at least once per shift.

• Support payment solutions including Scratchpay, CareCredit, Trupanion, promissory notes, and payment agreements.

• Assist with end-of-day financial processes as assigned.

Patient Intake, Flow & Discharge Support

• Obtain and document patient medical history during intake as assigned.

• Prepare and manage exam rooms, including labeling, SmartFlow updates, whiteboard communication, and room turnover.

• Provide verbal patient handoffs to veterinarians and update patient status flags throughout the visit.

• Facilitate patient discharges by ensuring discharge instructions, medications, and paperwork are complete, accurate, and reviewed with clients.

• Escort clients as needed and coordinate checkout with Client Services staff.

Administrative & Hospital Coordination

• Support clerical and administrative needs of the veterinary team, including care authorizations, documentation management, estimates, and clinical summaries.

• Facilitate outside pharmacy requests, poison control calls, transfer requests, and send-out laboratory coordination as trained.

• Monitor and maintain hospital communication boards and route messages appropriately.

• Participate in patient rounds, departmental meetings, and required hospital trainings.

• Maintain familiarity with hospital systems including EzyVet, SmartFlow, Outlook, and other required platforms.

Clinical & Patient Care Support

• Identify potentially contagious patients and follow isolation and disinfection procedures.

• Maintain a clean, organized, and safe work environment by following cleaning and infection control protocols.

Team Support & Role Flexibility

• Support hospital operations by assisting in assigned functional areas, including client services, room support, or clinical coordination, as trained and scheduled.

• Training into additional functional areas will occur based on hospital needs, leadership direction, and demonstrated competency.

• Collaborate across departments to avoid patient care delays and ensure consistent client communication.

• Remain adaptable, professional, and composed in a fast-paced, high-acuity environment.

• Perform other duties as assigned to support patient care and hospital operations.

Knowledge, Skills & Abilities

• Strong verbal and written communication skills with a client-centered approach.

• Working knowledge of veterinary medical terminology and hospital workflows.

• Ability to manage competing priorities while maintaining attention to detail.

• Comfort navigating sensitive conversations involving finances, medical decisions, and end-of-life care.

• Proficiency or ability to learn EzyVet, SmartFlow, and other hospital systems.

• Ability to safely handle and restrain animals within personal comfort level and request assistance when needed.

Qualifications:

• High school diploma or equivalent required.

• Must be flexible and able to adapt to new situations.

• Ability to act as a team player, adhering to all cover values of the hospital.

• Excellent communication skills. Strong work ethic and positive attitude.

• Experience in emergency, specialty, or high-volume clinical settings preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions. Animal Emergency and Specialty Center provides equal employment opportunities (EEO) and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Animal Emergency and Specialty Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall transfer, leaves of absence, compensation and training.

This position requires repetitive motion, which includes periods of sitting/standing, bending/stooping, kneeling, and lifting up to 50 pounds.

This position may occasionally use repetitive motion.

Anticipated Schedule:

AESC is open 24 hours a day, 7 days a week.

Currently, we're looking for FT or PT Client Care Specialists and our open shifts include:

• Sunday through Tuesday swing shifts from 3pm-12am
• Wednesday overnight 8p-6a
• Saturday and Monday day shift

Benefits May Include:

• Competitive Wage, including shift differential ($3.00 per hour for overnights, double time for holiday, and call-in pay)
• Biannual Bonus
• Uniform Allowance
• Paid Time Off
• Employee Pet Discount
• 401k
• Medical/Dental/Vision
• Short/Long Term Disability
• Life Insurance
• Employee Assistance Program

Learn more about us: https://aesccares.com

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

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.