PetVet Care Centers' Hope Advanced Veterinary Center is currently seeking a Full Time Care Coordinator - Emergency to join their team!
At PetVet Care Centers, our mission is to improve the lives of animals and people — providing exceptional and compassionate care at every stage — for all the moments that matter.
Because life is better with pets.
We deliver the Ultimate Care Experience — every pet, every client, every time. That starts with a Culture of Care that supports our team members as much as the pets and clients we serve.
With more than 420 locally led hospitals and over 11,000 team members nationwide, we offer:
- Local autonomy with national support
- Career mobility and development opportunities
- A collaborative, inclusive environment where your wellbeing comes first
You care for pets. We care for you.
Position Overview
The Care Coordinator serves as the first point of contact for clients while coordinating communication between clients, veterinarians, nursing staff, and specialty departments. This role is responsible for creating an exceptional client experience through compassionate service, efficient patient flow, accurate financial coordination, and clear communication. Care Coordinators champion the One Hope experience by ensuring seamless transitions between Emergency and Specialty services. They serve as the connection between departments, creating a unified hospital experience where clients experience one coordinated team dedicated to their pet's care rather than separate specialty practices.
Hope Advanced Veterinary Center in Vienna, Virginia has been the trusted destination for specialty and emergency veterinary care in the greater Washington, DC area for more than 30 years, operating 24/7, 365 days a year. With a team of board-certified specialists spanning oncology, internal medicine, ophthalmology, cardiology, surgery, and neurology, Hope provides some of the most comprehensive specialty care available anywhere in the Mid-Atlantic region.
Essential Functions
Client Experience
- Welcome clients and patients with professionalism, empathy, and compassion.
- Deliver exceptional customer service in person, by telephone, and through electronic communication.
- Build trusting relationships with clients while maintaining professionalism and confidentiality.
- Support clients experiencing emotional or stressful situations with patience, compassion, and understanding.
- Educate clients regarding hospital services, scheduling, payment options, and hospital policies.
- Respond professionally to client concerns and escalate issues appropriately when needed.
Patient & Appointment Coordination
- Coordinate patient arrivals, admissions, transfers, and discharges.
- Schedule appointments across Emergency and Specialty services.
- Obtain, organize, and maintain outside medical records.
- Ensure patient information is accurate and complete within the practice management system.
- Communicate appointment instructions, fasting requirements, medication guidance, and follow up recommendations.
- Coordinate communication between clients and the medical team throughout the patient's visit.
Communication
- Answer incoming phone calls, emails, and electronic communications promptly and professionally.
- Route calls and messages to the appropriate department or clinician.
- Recognize potential medical emergencies and appropriately prioritize urgent patient needs.
- Communicate scheduling changes, delays, and updates with empathy and professionalism.
- Collaborate with technicians, veterinarians, pharmacy, and leadership to ensure timely, accurate communication.
Financial Responsibilities
- Process invoices and client payments accurately.
- Explain estimates and hospital financial policies with confidence and professionalism.
- Assist clients with available payment solutions including CareCredit, Scratchpay, Trupanion direct pay when applicable, and approved hospital payment arrangements.
- Process refunds, credits, and financial adjustments in accordance with hospital policy.
- Maintain an accurate cash drawer and complete end-of-day balancing procedures.
Administrative Responsibilities
- Maintain complete and accurate electronic medical records.
- Scan, upload, and organize client documentation.
- Process prescription refill requests and medical messages.
- Monitor department email inboxes and electronic communications.
- Maintain organized reception and client service areas.
- Support hospital initiatives, administrative projects, and other duties as assigned.
Team Responsibilities
- Work collaboratively with all hospital departments to promote exceptional patient care.
- Facilitate seamless transfers of patient care between all Hope departments, ensuring continuity of communication and service. Every client should experience one connected hospital rather than separate specialty practices.
- Demonstrate flexibility while adapting to changing priorities in a fast-paced environment.
- Support teammates during periods of high patient volume.
- Maintain professionalism and respect in all interactions with clients and team members.
- Participate in ongoing education, training, and professional development.
- Demonstrate accountability through consistent attendance, punctuality, and dependable performance.
Competencies
- Client Focus
- Compassion & Emotional Intelligence
- Professional Communication
- Teamwork & Collaboration
- Organization & Attention to Detail
- Critical Thinking & Problem Solving
- Time Management
- Adaptability
- Accountability
- Conflict Resolution
- Financial Accuracy
- Computer & Technology Proficiency
Qualifications (Required)
- Applicants must be 18 years of age or older to be considered for this position
- High school diploma or GED required, or equivalent combination of education, certification, training, and/or experience
- Previous customer service experience required; veterinary or healthcare experience preferred.
- Ability to multitask while maintaining exceptional attention to detail in a fast-paced environment.
- Excellent verbal and written communication skills.
- Ability to remain calm, compassionate, and solution-oriented during emergency situations.
- Proficiency with Microsoft Office, email, and practice management software.
- Ability to learn veterinary terminology, hospital workflows, and financial policies.
- Ability to work evenings, weekends, and holidays as required.
Preferred Skills (Nice to Have)
- Veterinary Assistant Experience Preferred but willing to cross train.
Physical Requirements
- Frequent standing, walking, sitting, bending, reaching, and keyboard use.
- Ability to lift up to 30 pounds independently and assist with heavier items when necessary.
- Ability to work in a busy veterinary hospital environment with frequent interruptions.
- Exposure to animals, cleaning agents, biological materials, and varying noise levels
Schedule: Day and Evening shifts, 5-8 hour days or 4-10 hour days
What We Offer
We care deeply about supporting our team members — professionally and personally. Benefits include:
- Medical, dental, and vision insurance
- Paid Parental Leave (birth, adoption, foster)
- 401(k) with discretionary contribution
- Team Member Pet Discounts
- Emotional wellbeing support — including Calm app access and 24/7 EAP
- CE stipends and career development resources
- Grant Circle — a relief fund for team members facing personal hardship
- Local hospital culture backed by national resources
At PetVet Care Centers, we're committed to a Culture of Care — for pets, for the people who love them, and for the team members who make it all possible. With more than 420 hospitals across the U.S. and a team of over 11,000 dedicated professionals, including 1700+ veterinarians, we offer a unique blend of local leadership and national support that helps our hospitals thrive.
Our model is built on partnership, collaboration, and local medical autonomy, empowering each hospital to deliver high-quality care while benefiting from shared resources and a strong professional community. Whether you're providing care in a hospital or supporting operations behind the scenes, PetVet is a place where you can grow your career, stay connected to your purpose, and make a meaningful impact.
You care for pets. We care for you.
PetVet is an equal opportunity employer. All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law. EOE, M/F/D/V
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