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 serve as a communication bridge between the ER clinical team and the front desk, ensuring clients understand the process and status of their pet's care.

Duties:

• Ensure primary vet records are attached in the purple record and the rDVM is entered into ezyVet.
• Document all client and rDVM information in ezyVet.
• Introduce themselves to owners and escort them to an exam room when the DVM is ready.
• Notify DVM of the room/note in Smartflow.
• Gather information from the DVM to prepare a treatment plan once discussed with the owner.
• Have the ER DVM approve or review the treatment plan.
• Discuss the treatment plan with the owner and inform them that the high-end estimate will be collected as a deposit.
• Provide owners with Care Credit information if issues arise with the treatment plan or deposit, and inform DVM of any adjustments needed.
• Direct owners to the front desk to make the deposit.
• Inform DVM & ER technicians when the treatment plan is approved and deposit collected.
• Highlight relevant SmartFlow sheets such as IV Cath, radiographs, US, bloodwork, and urine.
• Monitor and know the location of the owner/client (home, lobby, exam room, etc.).
• Provide updates to owners during longer-than-expected wait times and explain what to expect.
• Review invoices before discharge to ensure all charges are captured.
• Prepare and review euthanasia paperwork with owners.
• After inpatient updates, review new estimates and collect deposits as needed.
• Manage communications tab in ezyVet.
• Verify that all rDVM information is correctly entered in the purple and green tabs for overnight ER cases.
• Adjust patient intake times based on DVM requests (e.g., delay stable cases if STATs arrive).

Intake Process for STAT Patients:

• Triaging tech brings the patient to the treatment area.
• ERC introduces themselves, discusses Red Alert, CPR status, and obtains a brief history.
• Direct owners to the front desk for Red Alert deposit if applicable.
• Relay financial concerns to the clinical team.
• Share brief history with DVM.
• Ensure all client and rDVM information is obtained.
• Escort owners to a room when DVM is ready.

Requirements:

• Effective verbal and written communication skills, adaptable to different styles.
• Strong organizational, time management skills, and personal accountability.
• Maintain professionalism and a positive attitude in a dynamic environment.

Benefits:

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

Ethos Veterinary Health is a leader in veterinary medicine, with over 140 hospitals across North America, dedicated to innovation and excellence. We are an equal opportunity employer committed to diversity and inclusion.

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