Overview
ARISE is a 24-hour veterinary emergency and critical care and specialty hospital in Queen Creek, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. The teams in this department work closely with surgeons, oncologists, internists, radiologists, and a critical care team to provide the highest quality care to our patients. The hospital provides an opportunity to work with state-of-the-art technology including, but not limited to, CT, MRI, and ultrasound. ARISE is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistant to our Senior Veterinary Technicians, shift leads, supervisors, and managers.
ARISE has a commitment to health and wellness, not only for our patients, but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their personal wellness. ARISE offers a competitive compensation package to include but not limited to: CE allowance, full health benefit packages, 401K with a company match, employee pet discounts, and Paid Time Off.
ARISE is partnered with NVA Compassion First (NVA-CF), the largest private owner of freestanding veterinary hospitals in North America with over 1300 locations worldwide. NVA Compassion First is rapidly growing and competes in a $25 billion industry. Learn more about us at http://www.nvaonline.com
Job Purpose: The ECC Client Experience & Doctor Assistant Lead is responsible for leading the Emergency Client Experience Specialist (CES) and Doctor Assistant (DA) teams to deliver exceptional client service and efficient patient care. This position serves as the operational leader for both teams during daily hospital operations by providing coaching, training, support, and oversight while fostering collaboration between client service, medical staff, and hospital leadership.
The ECC CES/DA Lead promotes a culture of compassion, accountability, communication, and teamwork while ensuring hospital standards, workflows, and client experience expectations are consistently met.
Duties & Responsibilities
Leadership & Team Development: Provide daily leadership, coaching, and support to the Client Experience Specialist and Doctor Assistant teams by fostering accountability, collaboration, and professional growth. Lead training, onboarding, assist in performance development, and mentoring while partnering with hospital leadership to maintain high standards of patient care, client service, and team performance.
· Lead, mentor, and support the Emergency CES and DA teams through positive coaching and daily leadership.
· Serve as an additional resource for staff questions, workflow support, and problem-solving during the shift.
· Lead by example by demonstrating professionalism, compassion, accountability, and exceptional customer service.
· Coordinate onboarding and training for new CES and DA team members in partnership with the Client Experience Manager.
· Participate in interviewing and selection of prospective CES and DA candidates.
· Assist in quarterly and annual performance reviews in partnership with the Client Experience Manager.
· Assist with monthly 1:1 check-in's with the CES and DA teams.
· Identify performance gaps and provide coaching, retraining, and development opportunities.
· Monitor adherence to hospital policies, SOPs, and quality standards.
· Document training sessions, coaching conversations, and employee development.
· Assist with employee leveling and career development.
· Foster teamwork and collaboration between the front desk, doctor assistants, technicians, and DVM's.
Hospital Operations: Support the daily operations of the Emergency department by promoting efficient workflow, ensuring appropriate team coverage, and facilitating communication between departments. Assist with operational oversight, patient flow, documentation accuracy, and process improvement initiatives to maintain a high standard of care and client experience.
· Ensure smooth daily operations between the Client Experience and Doctor Assistant teams.
· Assist with CES and DA scheduling as needed, including coordinating and facilitating coverage outside of regular scheduled hours to support hospital operations and client service excellence.
· Fill operational gaps by assisting either team during periods of high patient volume.
· Assist with hospital workflow coordination to improve efficiency and patient flow.
· Participate in patient rounds and remain informed on hospitalized patient status.
· Participate in weekly Charge Nurse meetings and scheduled meetings outside of the standard schedule.
· Assist with referral coordination and scheduling across departments as needed.
· Audit patient charges and medical records to ensure documentation and billing accuracy.
· Assist leadership with operational reporting and process improvement initiatives.
· Support department projects and hospital-wide initiatives.
· Maintain flexibility to adjust schedules based on hospital needs.
General Expectations:
· Promote an exceptional client experience from arrival through discharge.
· Monitor client interactions and proactively identify opportunities to improve the overall client experience.
· Ensure all CES and DA team members consistently follow client service standards and hospital policies.
· Assist with patient admissions, discharges, estimates, and payment collection as needed.
· Address client concerns professionally and de-escalate difficult situations.
· Partner with veterinarians and technicians to ensure clear, compassionate communication with clients.
· Ensure all client interactions are accurately documented in the medical record.
· Display professionalism, compassion, patience, and emotional intelligence.
· Adapt to changing priorities in a fast-paced emergency environment.
· Be willing to work outside regularly scheduled hours when operational needs require.
· Perform other duties as assigned by hospital leadership.
Requirements:
· High School Diploma or GED.
· Proficiency navigating ezyVet, Smartflow, Otto, and PayJunction platforms.
· Cross trained in both CES and DA roles
· At least three (3) years of experience as Client Administrator, Receptionist or customer service in veterinary medicine.
· Ability to multitask.
· Ability to maintain professionalism and composure during stressful situations.
· Excellent written and verbal communication skills.
· Ability to adapt to multiple specialty department workflows
· Familiarity with popular breeds of dogs and cats.
· Knowledge of veterinary medical terms.
· Education or experience in veterinary field.
Anticipated Shift: Resume regular schedule with flexibility to work other end of the week, not to accrue overtime or over 40 hours.
· Ability to work various shifts based on departmental and hospital needs.
· Flexibility to provide coverage outside of regularly scheduled shifts, including weekends and holidays.
· Ability to adapt schedule availability to support operational demands, staffing coverage, and specialty department workflow needs.
Equal Employment Opportunity
ARISE 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. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.
Pay: $21.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Uniform allowance
- Vision insurance
Work Location: In person
