Client Care Specialist, Animal Emergency and Specialty Center

Animal Emergency and Specialty Center - Poulsbo, WA
Client Care Specialist - (Part Time or Full Time, On-Site)

Compensation: $20.00 - $23.50 per hour

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.

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.

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, Care Credit, 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, Smart Flow 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 Ezy Vet, Smart Flow, Outlook, and other required platforms.

Clinical & Patient Care Support

• Identify potentially contagious patients and follow isolation and disinfection…