Patient Care Coordinator

Client Experience at Milo & Mew is where care becomes connection. We're the first hello, the calm voice during stressful moments, and the team that makes sure pet parents leave feeling informed, supported, and confident about what's next.

We partner closely with our medical and operations teams to keep the day running smoothly—translating clinical plans into clear communication, coordinating logistics, and protecting a clinic experience that's warm, organized, and deeply human.

As a Patient Care Coordinator, you are the bridge between the medical team and pet parents. You'll manage the details that help care land well—estimates, updates, discharges, follow-ups, scheduling, and payments—while creating an environment that feels welcoming, calm, and trustworthy.

This role is ideal for someone who thrives in a fast-paced setting, can hold empathy and precision at the same time, and takes pride in making the experience feel seamless for both clients and the care team. Schedule may include evenings and/or weekends based on clinic needs.

• Serve as the primary liaison between the DVM team and pet parents for treatment updates, timelines, and financial communication
• Prepare and manage treatment plans and estimates, obtain client authorization, and ensure next steps are clear
• Support patient admissions and discharges: confirm instructions, answer questions, and ensure clients feel confident about home care and follow-up
• Maintain accurate, complete records and ensure documents are coded/filed properly in our systems
• Make thoughtful outbound follow-up calls to check in, support recovery, and help schedule rechecks or future visits
• Create a warm, welcoming environment for pets and pet parents from the moment they walk in
• Manage a multi-line phone system: answer with professionalism, triage needs appropriately, and schedule efficiently
• Coordinate appointment scheduling across urgent needs, rechecks, and wellness—ensuring the clinic day stays smooth and realistic
• Respond to email correspondence with clients, referring veterinarians, and internal teams with clarity and urgency
• Support service recovery in high-emotion moments: de-escalate, problem-solve, and help clients feel cared for
• Generate invoices, collect payments, and ensure billing is accurate and transparent
• Coordinate scheduling, reminders, and rebooking to improve continuity of care
• Work closely with the medical and operations teams to keep the floor aligned—anticipating needs and closing loops quickly

• Have a natural ability to make people feel calm, welcome, and cared for—especially when they're worried
• Communicate with clarity and kindness, and can explain next steps in a way that builds trust
• Stay organized under pressure and enjoy juggling priorities without dropping details
  
  Take pride in accuracy—whether it's notes, estimates, invoices, or follow-ups
• Enjoy being part of a team and stepping in wherever needed to keep care moving

• Fluency in English (written and spoken)
• Ability to support patients up to 50kg and lift up to 25kg
• Experience in veterinary, medical, dental, or other client-facing healthcare settings is an asset (but not required)
• Comfort using digital tools (practice management software, email, scheduling systems) and learning new systems quickly
• Strong time management and ability to handle multiple tasks and competing priorities
• Excellent interpersonal skills, sound judgment, and a team-first mindset
• Confident, respectful communication—especially about sensitive topics like costs and treatment plans
• Problem-solving and critical thinking: you can assess, prioritize, and take action
• Professionalism, discretion, and commitment to confidentiality and…