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The Schwarzman Animal Medical Center · 1 day ago

Client Liason

510 East 62nd Street, New York, NY 10065

Full-time

Hybrid

Mid Level

$55K/yr - $65K/yr

3+ years exp

Animal Medical Center is the world’s largest veterinary teaching hospital, offering compassionate and cutting-edge veterinary care. The Client Liaison is responsible for providing client-facing support and maintaining a positive experience for clients throughout the hospital, ensuring effective communication and timely assistance.

Health CareVeterinary

Responsibilities

Supports the Client Satisfaction Team with case follow-up and service recovery and documentation

Client Experience & On-Floor Support; Provides real-time support to clients during their hospital visit, ensuring their questions and concerns are addressed promptly; Conducts regular rounds on all client-facing floors to assess client needs, identify any service or communication gaps, and support departmental workflows; Assists with live conflict resolution and escalates concerns to the Client Satisfaction Manager when appropriate; Reinforces hospital policies and service expectations in a clear and supportive manner

Conducts follow-up communication with clients and assists with service-related inquiries

Logs client feedback in NAVEX and maintains accurate data for reporting and is responsible for departmental KPIs

Works closely with medical teams and other support staff to ensure seamless communication

Assists with coordinating resolution plans for on-floor client issues

Participates in trainings, service initiatives, and staff education

Performs additional duties to support a positive client experience and smooth operations

Other duties as assigned

Qualification

Customer service experienceMedical terminologyMS Office proficiencyConflict resolutionEmpathyMultitaskingInterpersonal communicationOrganizational skills

Required

3 years high level customer service representative in veterinary/human healthcare

Exceptional customer service skills; strong verbal, written, and interpersonal communication; ability to manage sensitive interactions with empathy and diplomacy

Effective de-escalation and real-time conflict resolution abilities

Highly organized and able to multitask under pressure

Proficiency in MS Office and Outlook; comfort with hospital software systems

Proficient in Medical Terminology

Preferred

Associate's or Bachelor's degree preferred

Benefits

Comprehensive benefits including health insurance with medical, dental, and vision benefits

Very generous paid time off

Paid continuing education time-off and stipend

403-b retirement plan with employer contribution

School loan debt forgiveness opportunity as a non-profit hospital

Non-corporate practice with no pressure for percentage pay

Collegial work with colleagues in a non-competitive structure with strong teaching and mentoring opportunities as well as opportunities for research

Company

The Schwarzman Animal Medical Center

The Stephen & Christine Schwarzman Animal Medical Center (AMC) is the world’s largest non-profit animal hospital with 140+ veterinarians providing the highest quality medical care across 20+ specialties and services, 24 hours a day, 7 days a week, 365 days a year.

Founded in 1910

New York, New York, USA

201-500 employees