Bilingual Urgent Care Coordinator

Description

Position: Bilingual Urgent Care Coordinator

Department: Customer Services

Reports to: Customer Service Manager

Position Overview: Will coordinate care for Urgent Care clients and pets, ensuring an exceptional experience for every client and patient who walks through our doors. Will maintain strong and effective communication between Urgent Care, Call Center, and Front Desk teams to safely and efficiently move clients from check-in to check-out. As a bilingual (English/Spanish) team lead, will provide guidance to staff, support workflow, and assist leadership in continuously improving Urgent Care performance.

Essential Duties and Responsibilities:

• Ensure every client receives the highest level of care, attention, and support in both English and Spanish
• Maintain a calm, compassionate presence during high-stress or emotional situations.
• Greet each client warmly with friendly eye contact and professional acknowledgment.
• Consistently demonstrate an approachable and welcoming demeanor
• Communicate clearly, slowly, and calmly—whether in person or over the phone—to ensure clients understand information in their preferred language
• Assess client needs upon arrival and evaluate the pet’s general condition
• Determine whether incoming emergencies should be classified as “stat” or “standard.”
• Provide emotional support and helpful resources to grieving clients with sensitivity and discretion
• Serve as a liaison between clients and service agencies for handling pet remains

• Support clients through end-of-life situations involving elderly, critically ill, or severely injured pets
• Maintain emotional strength and stability while showing empathy, warmth, and genuine compassion
• Offer steady guidance, clear communication, and a calming presence as clients navigate one of the most difficult experiences they will face
• Assist with euthanasia process coordination, aftercare decisions, and provide comfort during grief

• Confirm all appointments in advance and provide accurate preparation instructions
• Ensure all client accounts are accurately notated in real time, maintaining clean and up-to-date information
• Make follow-up calls to clients regarding patient status and updates
• Place reminder calls for next-day scheduled procedures
• Request and send medical records to and from clients or clinics as needed
• Monitor and manage incoming Urgent Care emails and messages throughout the day
• Merge duplicate accounts to ensure accuracy within the system
• Process refunds accurately and in accordance with clinic protocols
• Support overall clinic operations by guiding team workflows, mentoring team members, and fostering a positive, collaborative environment

Requirements

• Bilingual (English/Spanish)
  Veterinary experience preferred, especially in fast-paced or urgent care settings
• Ability to review estimates with clients, discuss care options, and collect payments accurately
• Comfortable working around strong smells, loud noises, bodily fluids, and the sight of blood
• Willing and able to assist with clinic upkeep—including lots and lots of laundry
• Reliable, emotionally resilient, and able to maintain professionalism in challenging or unpredictable situations

• Maintain a good record of attendance
• Display a positive, compassionate, and respectful attitude toward clients, patients, staff, and volunteers
• Work with honesty, integrity, and professionalism, representing the organization responsibly at all times
• Deliver high-quality care to all pets, ensuring safe handling and a calm, compassionate approach in every interaction
• Respond rapidly and appropriately in urgent situations to prevent further harm or distress to animals or people
• Perform tasks efficiently, accurately, and to an acceptable standard
• Follow established policies and procedures when addressing problems or issues
• Be courteous, empathetic, and sensitive to the needs and concerns of others, fostering a supportive environment for clients and colleagues alike
• Take accountability for your work, recognizing both positive outcomes and opportunities for improvement
• Remain flexible with job…