Patient Liaison - Mobile Veterinary Services

Summary:

The Patient Liaison (PL) is a vital member of our team who works directly with clients and medical teams to ensure seamless delivery of services and a judgement free, high-quality experience for all.

Who we are:

Have you ever wondered what happens to cats and dogs whose owners are unable to afford veterinary care? We did. 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 Patient Liaison schedules medical appointments, welcomes clients to the clinic, answers questions about our program, assists with data entry and collects payments for services. The PL is the trusted source of information and support for families seeking assistance for their pets. 

Where & When You’ll Work:

This is typically a Monday – Friday, 5 day per week, 8 hour per day schedule with flexibility to work occasionally beyond the scheduled work day. This position is primarily based at the ASPCA Spay/Neuter Mobile Clinics throughout the five boroughs of New York City. Occasional flexibility in reporting to other ASPCA locations is required based on operational needs.

What You’ll Get

Compensation

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 $26.85 - $28.29 per hour

Benefits

• Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, and company paid holidays. We also provide 1 week of paid personal time off that allows you even more flexibility to observe the days that mean the most to you.
• Affordable health coverage, including medical, employer-paid dental, and optional vision coverage as well as employer-paid life and long-term disability insurance.
• Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.
• This is typically an 8-hour schedule that includes a paid 1-hour lunch break with flexibility to work occasionally beyond the scheduled work day.

Responsibilities:

Responsibility buckets are listed in general order of importance. They include, but are not limited to:

Customer Service

• 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
• Manage client check-in to ensure smooth/efficient morning intake process
• Accurately and efficiently enter client and patient information into database
• Provide and/or coordinate interpretation and translation as needed and support client’s ability to fully understand all medical procedures, options, and decisions 

• Provide clients with referrals to external agencies/partners
• Accept payments for services and ensure cash register is balanced daily as needed
• Complete follow-up and reminder calls / text messages, and coordinate other services as needed (transportation, etc.) to remove obstacles to care and improve appointment compliance
• Schedule follow-up and additional services as needed

• 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

• Prepare exam room(s) for use and escort and welcome clients into exam rooms
• Assist with outpatient exams by taking patient medical history
• Act as a scribe as appropriate to increase efficiency of the medical team
• Discharge spay/neuter patients, discuss post-operative instructions and supply appropriate paperwork
• Clean, sonicate, pack, and sterilize surgical instruments and clean/disinfect endotracheal tubes
• 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
• Restock medical supplies as needed
• Assist medical team with translation service coordination as needed

Driving and Mobile Clinic Operation  

• Drive mobile clinics to designated locations, park and prepare vehicle for use
• Monitor mobile clinic and notify appropriate manager of needed maintenance and repairs
• Perform required daily vehicle safety checks & record in the safety log; stop and immediately notify the fleet manager of any safety related findings
• Troubleshoot equipment issues in the field
• Perform other duties as assigned

Qualifications                   

• Ability to build close working relationships with others, both internal and external partners at all levels
• Agile and flexible work style to support a fast-paced work environment with shifting short term and long-term priorities
• High-degree of integrity and accountability, as well as a desire to carry out the ASPCA’s mission
• Highly organized, with attention to detail
• Outstanding customer service skills
• Experience using a computer and navigating software applications required
• Must display a track record of timely and accurate data entry
• Ability to work standing for 8 or more hours
• Ability to work independently and as part of team
• Ability to stay calm under pressure and deescalate conflict in a positive and professional manner

• Flexibility with respect to work location and job duties 
• May require work in various weather conditions due to mobile nature of the role

• Must have a valid driver’s license in the state that you reside upon hire and pass a motor vehicle history check demonstrating a safe driving history. As part of the driving requirements for this role, must also pass a Department of Transportation Medical Exam.
• Must be willing and comfortable learning to drive Mobile Clinics, which are up to 37 feet long, through city street traffic (training provided by ASPCA)
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Educations and Work Experience

• High school diploma or GED equivalent required

• Experience in a social service setting working with diverse populations preferred
• Experience in community services, customer service, community organizing, advocacy or related fields preferred

• Experience providing support in a medical setting preferred

Language:

• English (Required)
• Bilingual (Spanish) Strongly Preferred

Language:

English (Required), Spanish

Education and Work Experience:

High School Diploma, GED, or Equivalent Experience (Required)Experience in Community Services, Customer Service, Community Organizing, Advocacy or Related Field