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About the Role

The Client Experience Coordinator maintains exceptional customer service care and everyday functions of the San Francisco SPCA’s veterinary hospital. The Coordinator is responsible for being a proactive, knowledgeable point person with exceptional communication experience and a passion for promoting and delivering quality service to the Hospital’s clients and pets. A successful candidate will be responsible for maintaining outstanding customer service while promoting and demonstrating our Core Values to our Community and Team Members. This role reports to the Manager of Clinical Operations, and works a 4/10 schedule.

Responsibilities

Creating a welcoming atmosphere of the hospital lobby and reception area, including a positive and upbeat demeanor in all interactions with both clients and staff.
Receiving all visitors warmly and enthusiastically directing visitors to the appropriate areas of the facility.
Greeting and checking-in clients in a courteous, professional manner.
Answering phones in a friendly, clear manner, making every effort to answer client questions and/or book appointments efficiently.
Creating and maintaining appropriate and accurate patient files, paperwork, and computer records for office visits.
Assisting in the patient intake and discharge process involving payments for medical services, pharmacy prescriptions, and retail items.
Actively engaging in client outreach, including follow-up calls and answering client inquiries concerning finance and records.
Articulating further medical treatment and prescription information assigned by the doctor.
Ensuring prompt, professional, and compassionate communication with clients regarding the financial aspect of veterinary care.
Performing financial transaction reconciliation four times a day, including end-of-day reconciliation.
Maintaining a complete understanding of hospital policies and procedures.
Proposing solutions to any hospital policies and procedures that are not meeting their intended purpose.
Assisting clients with solving problems, including compassionate empathy in stressful situations.
Understanding and responding appropriately to clients and pets that are experiencing physical and emotional trauma.
Scheduling appointments with the use of veterinary software.
Maintaining housekeeping duties and checklist to ensure the hospital facilities remain clean and sanitary.
Encouraging client feedback through client satisfaction surveys.
Promoting retail product merchandise.

Requirements

High School Diploma or GED equivalent required.
A minimum of 2 years of college education or 2 years of related experience preferred.
Additional Veterinary Hospital experience is an advantage.
Must be available to work weekends, holidays, and overtime as needed.
Fluency in Spanish, Mandarin, and/or Cantonese is a plus.
Excellent customer service skills and the ability to resolve conflict and de-escalate agitated clients.
Friendly, constructive personality.
Compassionate and culturally competent approach to clients of varying backgrounds and abilities.
High level of enthusiasm while maintaining a professional presence.
Independent, self-starter with superior organizational and communication skills.
Excellent attention to detail and time management.
Ability to multi-task and prioritize within a fast-paced environment while maintaining composure.
Able to work flexible hours.
Ability to communicate with clients and co-workers in a courteous and professional manner.
Maturity, good judgment, and professional personal appearance.
Skill in operating various software programs such as ImporMed Infinity, MS Office, Excel, and Word.
Knowledge of veterinary practice, preferably in an emergency/critical care environment.
Affection for animals and concern for their welfare.
Ability to lift and move objects and animals up to 50 pounds for short distances.

Skills

Customer service
Communication
Organizational skills
Time management
Multi-tasking
Prioritization
Composure
ImporMed Infinity
MS Office
Excel
Word

Location

San Francisco

Work Type

Full-time
Varied shifts
Weekday
Weekend

Experience Level

2 years of college education or 2 years of related experience preferred

Education Level

High School Diploma or GED equivalent

Salary/Compensations

$26.00 - $30.00 per hour

Benefits

Paid Time Off and Holiday pay
Medical, Dental & Vision insurance
Life Insurance
Long-term Disability Insurance
401k Retirement Plan and contribution matching
Student debt relief program
Pre-tax Commuter Benefits
Discounts on retail and pet supplies
Discounts on veterinary care at our SF SPCA Veterinary Hospital and Clinic

About the Company

Join a team at the intersection of exceptional veterinary care and social change.
At the San Francisco SPCA, we believe every pet deserves compassionate, high-quality veterinary care—no matter their guardian’s financial situation.
As a nonprofit, we break down barriers to care by offering financial assistance and individualized medical support to thousands of animals each year.
Our work doesn’t serve shareholders—it serves pets, people, and the community.

Equal Opportunity

The SF SPCA is an Equal Opportunity Employer.
This job description reflects the assignment of essential functions and does not prescribe or restrict the tasks that may be assigned.
The San Francisco SPCA is an at-will employer and may conduct pre-employment background checks and drug screening depending on the role.