Emergency Response Concierge

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Job description

Emergency Concierge

Veterinary Emergency + Referral Center of Hawaii (VERC) is an advanced 24-hour veterinary emergency and specialty hospital. Our dedicated board-certified specialists and highly-trained emergency professionals provide a collaborative approach to veterinary medicine. Supported by our modern, state-of-the-art facility, we offer a full in-house laboratory, ultrasound, CT, MRI and electrochemotherapy.

At VERC, our mission is to provide the highest standard of emergency and specialty medicine, offering the most comprehensive and progressive patient care on the Hawaiian Islands.

About the Job:
The purpose of the Emergency Concierge is to provide a communication bridge between the ER clinical team and the front desk, ensuring that the clients understand where they are at in the process.

Duties:

• Ensure primary vet records and are attached in the purple record and the rDVM is entered into ezyVet
• Ensure that all client and rDVM information is documented in ezyVet
• Introduce themselves to owner and place owner in an exam room when the DVM is ready to speak with the owner
• Notify DVM which room/note in Smartflow
• Once the DVM has spoken with the owner and has a plan in mind, collect that information from the DVM to prepare a treatment plan
• Have ER DVM approve/look over the treatment plan
• Go over the treatment plan with owner and let them know that the high-end of the estimate will be collected as the deposit
• If issues with the treatment plan/deposit arise at this point, the ERC will provide owners with information for Care Credit and let DVM know if the treatment plan needs to be adjusted
• Direct the owner to the front desk to make the deposit
• Inform DVM & ER technicians when the treatment plan has been approved and the deposit has been collected
• Highlight SmartFlow sheet for: IV Cath, radiographs, US, bloodwork and urine (if applicable)
• Oversee/know where the owner/client is located (home, lobby, examination room, etc.)
• Provide updates to owners when the wait time is longer than anticipated/communicate what to expect with the owners
• Review invoices prior to discharge, making sure that all charges are captured that were on TP
• Prepare and go over euthanasia paperwork with owners
• After medical update for inpatients have been given, go over new estimates and collect deposit when needed
• Manage communications tab in ezyVet
• Check that all rDVM information has been entered correctly in the purple and green tab for all ER cases that came in overnight
• Adjust patients coming when requested by DVM (i.e. push stable cases to come in later if several STATs arrive)

Intake Process:

• When a STAT patient arrives (PSI 1 or 2):
• Triage tech will be bringing the patient to the treatment area
• ERC will introduce themselves to the owner and discuss the Red Alert, obtain CPR status, and obtain a brief history while the clinical staff is working on the patient
• Direct the owner to the front desk for the Red Alert deposit if applicable
• If the owner has financial concerns, relay this information to the clinical team
• Relay the brief history to the DVM
• Ensure that all client information/rDVM information/rDVM records have been obtained
• Put owners in a room when the DVM is ready to talk with the owner

Requirements:

• Effective verbal and written communication skills, with the ability to adapt to different communication styles.
• Work history demonstrating strong organizational and time management skills as well as a strong sense of personal accountability.
• Ability to maintain professional composure and a positive attitude in a high-performance culture with ever changing demands.

Benefits of Working at Veterinary Emergency + Referral Center of Hawaii:

Full-time benefits include health with an optional 100% employer paid plan, dental, vision, disability and life insurances, flex-spending accounts, 401(k), Employee Assistance Program, paid time off, uniforms, and a generous CE allowance.

Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at

Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.

RVT, Registered Veterinary Technician, Registered Vet Tech, Registered Vet Technician, Registered Veterinary Tech, CVT, Certified Veterinary Technician, Certified Vet Tech, LVT, Licensed Veterinary Technician, Licensed Vet Tech, Credentialed Veterinary Technician, Credentialed Vet Tech, Credentialed Veterinary Tech, Veterinary Technician, Veterinary Tech, Vet Tech, Vet Technician, Veterinary Assistant, Vet Assistant, Technician Assistant, Tech Assistant, Kennel Assistant, Kennel Technician, Kennel Tech, Animal Assistant, Veterinary Nurse, Vet Nurse
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