Job Description

Capital City Specialty & Emergency is Ottawa's newest state of the art animal hospital! Opened in Spring 2023, Capital City is growing our team of over 170 veterinary professionals to provide outstanding patient care and client service. Our team includes world-renown specialists working with top-of-the-line equipment to provide an exceptional experience. Our focus on medicine, community, education, and positive culture makes this a hospital unlike any other. With over 22,000 square feet of space, leading edge technology, and veterinary partners working on site, Capital City wants you to join our team and we know this is an animal hospital where you'll be proud to work.

Capital City is currently looking for an experienced, professional, and collaborative Patient Care Liaison to join our team. Expected elements of this role include:

Clinical Duties:

Attend daily rounds to stay informed about patient care plans for both Emergency and Critical Care (ECC) and surgery departments Provide updates to owners of stable patients for ECC Facilitate patient discharges from hospital including scheduling, preparation, and delivery Conduct patient intake as needed for procedures (especially ECC and surgery patients) Support the surgery team with tasks such as auditing invoices and coordinating long-term surgical patient visits

Financial Management:

Code and audit ECC and surgery patient invoices to ensure accuracy Monitor invoices against estimates, notifying veterinarians when discrepancies arise Add missing charges to invoices promptly Collaborate with management to address financial concerns or special requests Deliver financial updates to pet owners for patients with ECC Audit invoices for out-patients and specific surgical cases Review third-party service providers for costs invoices but not charged to patients during their stay in hospital

Client Communication:

Serve as a primary point of contact for follow-up on discharged patients Communicate with owners about additional treatments or procedures for ECC patients Assist reception with client inquiries and communications, including invoicing and charges Provide support to Client Service Representatives (CSRs) in handling challenging client interactions or complex situations Check specialty surgery emails when surgery administration is away and respond or forward messages accordingly

Coordination and Support:

Schedule and coordinate patient visits, ensuring all logistics are in place Collaborate with external providers (e.g., Antech, NC State University, AHL, Gateway) for specific cases and serve as the primary contact for some providers Maintain and update ECC and surgery estimate templates for consistency Participate in committees to enhance system efficiency and workflow Update Discharge Instructions in the practice management software Enter surgery department estimates in instinct in coordination with appropriate team members Create surgery estimates on behalf of the ECC or surgery departments Check and update treatment sheet of hospitalized patients Identify situations that bring problems to the ECC or surgery team and either propose a solution or bring it to management attention

Administrative Tasks:

Track and follow up on incomplete notes and discharge documents with assigned veterinarians Identify and escalate recurring issues to the appropriate teams Conduct telephone follow-ups for specific tasks assigned by veterinarians, focusing on patients needing additional attention Manage email follow-ups for all ECC discharged patients Create new products in the system when needed Update medical tracking documents Provide updates to owners of stable patients for ECC Facilitate patient discharges from hospital including scheduling, preparation, and delivery Conduct patient intake as needed for procedures (especially ECC and surgery patients) Support the surgery team with tasks such as auditing invoices and coordinating long-term surgical patient visits
Preferred skills and qualifications

At least one year of experience working in an animal hospital Familiarity with veterinary fees and invoices Any formal training in an animal health related field Strong communication skills demonstrated with client service or sales experience
Job Types: Full-time, Permanent

Pay: From $45,000.00 per year

Benefits:

Company events Dental care Disability insurance Extended health care Life insurance On-site parking Paid time off Store discount
Schedule:

10 hour shift Day shift Monday to Friday Weekends as needed
Work Location: In person