Summary:
Who we are:
Have you ever wondered what happens to cats and dogs whose owners are unable to afford vet 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 (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. The PL 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.
What you’ll get:
- Work/life balance:
- paid vacation time to relax
- paid sick time to heal
- ten paid holidays to observe
- plus – paid personal time to celebrate what and when you like
- Terrific benefits package: medical, dental, and vision insurance, pre-tax dependent care and health flexible spending accounts (FSAs), 401(k) with generous employer contributions beginning after one year of service, employer-paid life and long-term disability insurance and more (note that benefits are reviewed and subject to change annually)
- 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 and Location:
This is typically a Monday – Friday, 8-hour schedule with flexibility to work occasionally beyond the scheduled work day and Saturdays approximately once per quarter may be required. This position is primarily based at the ASPCA Spay/Neuter Mobile Clinics throughout the Greater LA Area. Occasional flexibility in reporting to other ASPCA locations throughout the Greater LA Area is required based on operational needs. Schedules are subject to change at the sole discretion of the ASPCA.
Responsibilities:
Job Responsibilities include but are not limited to:
Customer Service (60%)
- 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 (40%)
- 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
- Lift and move anesthetized dogs, partnering with team members using ergonomically correct technique
- 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 language translation service coordination as needed
- Perform other duties as assigned
Exemplify the ASPCA’s Core Values:
- HasCommitmentand dedication to improving the lives of animals
- DemonstratesOwnershipand feels responsible for outcomes
- Believes inTeam– that we are stronger together
- Seeks toElevateothers and reimagine what is possible
- Focuses onImpact, specifically making change for animals
Qualifications
- Ability to build close working relationships with others, both internal and external partners at all levels
- Outstanding customer service skills
- Highly organized, with attention to detail
- Experience using a computer and navigating software applications
- Must display a track record of timely and accurate data entry
- Ability to work standing for 8 or more hours
- Ability to lift and carry 40-plus pounds repeatedly throughout day with assistance
- Ability to work independently and as part of team
- Ability to stay calm under pressure and deescalate conflict in a positive and professional manner
- 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
- Flexibility with respect to work location and job duties
- May require work in various weather conditions due to mobile nature of the role
Education 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
Language:
- English required
- Bilingual strongly preferred in one of the following languages:
- Spanish
- Mandarin or Cantonese
- Vietnamese
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 $24.00 - $25.44
For more information on our benefits offerings, visit our website.
The Compensation Team will review internal candidates’ current compensation, to determine if an offer beyond the target hiring range may be applicable.
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