Outbound Client Engagement Coordinator (Veterinary)

Outbound Client Engagement Coordinator (Veterinary)
Compensation: $22–24/hour

What This Role Is

This is not a traditional receptionist position.

This role exists to strengthen client follow-up, ensure patients receive recommended care, and re-engage inactive clients through consistent outbound communication. It plays a direct role in maintaining continuity of care and supporting hospital growth.

You will spend the majority of your time on the phone:

• Reactivating inactive clients
• Following up on patient care
• Booking appointments
• Collecting outstanding balances

You will support the front desk only when necessary, but this is not a primary reception role.

What Success Looks Like

This is a performance-based role with clear metrics:

• Outbound calls made daily
• Appointments booked from outbound efforts
• Client reactivations
• Contribution to hospital revenue through booked services
• Support of accounts receivable through client follow-up

Targets and benchmarks are set during onboarding and reviewed regularly.

Core Responsibilities

Client Follow-Up & Reactivation

• Contact inactive and overdue clients to bring them back into care
• Follow up on patient care, ongoing treatment plans, and recent visits
• Improve compliance with doctor recommendations
• Promote hospital services, wellness plans, and campaigns
• Convert conversations into booked appointments where appropriate

Collections

• Contact clients with outstanding balances
• Secure payment commitments and resolve basic issues
• Escalate complex or disputed accounts to management

Scheduling Optimization

• Fill open appointments proactively
• Forward-book to maintain a full doctor schedule

Inbound Support (Limited)

• Assist with phones or front desk only during overflow or urgent need
• Return immediately to outbound responsibilities

How This Role Is Set Up to Succeed

• Call lists are generated directly from our practice management system — you are not building lists from scratch
• Call scripts, workflows, and tracking tools are provided
• Training on systems and communication approach is included
• Schedule is structured to protect dedicated outbound time
• Performance is tracked and supported by management

All communication follows hospital protocols and client contact standards.

What We’re Looking For

• Veterinary experience required (CSR or similar role preferred)
• Comfortable communicating doctor recommendations and basic veterinary terminology to clients (no diagnosing or medical advising)
• Comfortable making high-volume outbound calls daily
• Strong follow-through and self-management
• Able to handle financial conversations professionally
• Familiarity with AviMark or similar systems preferred
• Experience in phone-based customer service, scheduling, or sales is a plus

This Role Is Not a Fit If

• You prefer reactive, front-desk-only work
• You’re uncomfortable initiating conversations
• You are not comfortable spending a significant portion of your day on outbound calls
• You struggle with accountability or performance metrics

If This Sounds Like a Fit

If you’re comfortable on the phone, take initiative without being prompted, and understand that consistent follow-up is critical to patient care, we’d like to hear from you.

This role plays a direct part in making sure patients receive recommended care, clients stay engaged, and nothing important is missed.

Submit your resume along with a brief note about your experience with client follow-up or outbound calls in a veterinary or similar setting.

Pay: $22.00 - $24.00 per hour

Work Location: In person