Job Description

The purpose of this position inherently involves providing excellent customer care to our Petco full-service Vetco Total Care hospital clients. The Concierge represents the mission and values to all customers and is typically the first and last person a client encounters when entering our hospital. The Concierge is responsible, like all team members, for fostering cohesion and motivation within the practice. All hospital partners are responsible for performing duties in a way that creates an environment in which the patient’s needs always come first, every team member understands that they have the power to do what it takes to create an exceptional customer and patient experience, contentious issues are dealt with and resolved as they occur or as soon as possible, and exceptional teamwork and commitment to shared goals benefits the entire organization. Essential Job Functions include answering the practice phone and routing calls, maintaining hospital appointment calendar, greeting visitors and clients, monitoring wait times, participating in training new staff, ensuring waiting area cleanliness, confirming appointments, providing backup support to technical staff, and performing additional duties as assigned. The Concierge takes direct supervision from the Hospital Office Manager and Hospital Leader on Duty. The role requires planning and problem solving to ensure efficient hospital operation and optimal patient and client experience, including rescheduling appointments and communicating with clients during delays. The Concierge often deals with upset clients and must be compassionate, adaptable, and flexible to balance client experience and medical staff focus. This position impacts the organization by contributing to productive practice growth and high-quality care standards. No supervisory duties. Education/Experience required: High school diploma, at least 1 year experience in veterinary practice or customer-facing role, excellent communication skills, compassion, telephone and computer skills, team player attitude. Preferred experience with Practice Management System. Work environment involves bending, kneeling, lifting up to 30 pounds, standing for long periods, and direct contact with clients and pets. Regular communication with clients, veterinary specialists, and product/service providers.

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