Emily Mendoza

Client Communication and Support

• Serves as the first point of contact for clients, providing information and answering inquiries about services, appointment scheduling, and processes.

• Conducts pre-consultation calls with clients to gather relevant medical history, explain the consultation process, and address questions or concerns.

• Provides compassionate support to clients during emotionally challenging situations, ensuring they feel heard and valued.

• Discusses potential treatment options, procedures, and associated costs with clients to facilitate informed decision-making.

Appointment and Case Management

• Schedules consultations, and specialty appointments, ensuring efficient use of clinical resources.

• Ensures all required client and patient documentation is accurate, complete, and uploaded into the system promptly.

• Facilitates new patient appointment changes, cancellations, and rescheduling requests, ensuring minimal disruption to workflows.

Referral and Interdepartmental Coordination

• Acts as a liaison between referring veterinarians, clients, and the practice to facilitate case referrals and seamless information sharing.

• Manages incoming referral documentation, ensuring all necessary information is available before consultations.

• Collaborates with the client service and clinical teams to ensure continuity of care.

Education and Training

• Educates clients on pre-appointment expectations, policies, and instructions to ensure they are fully prepared for their visit, reducing misunderstandings and enhancing the overall efficiency and experience of the consultation process.

• Participates in ongoing training to stay current on administrative and clinical procedures, protocols, and communication best practices.

Administrative Duties

• Documents all client and patient interactions accurately in the practice management system.

• Manages and maintain communication logs, ensuring timely responses to calls, emails, and inquiries.

• Monitors and ensure proper implementation of practice policies and procedures related to client communication and patient care coordination.

Quality Assurance and Problem Solving

• Identifies and address client concerns or complaints promptly and empathetically, escalating issues when necessary.

• Monitors the quality of patient care coordination services and suggest improvements to enhance client satisfaction.

• Assists in resolving scheduling conflicts, ensuring that client and patient needs are met efficiently.

Team Collaboration and Contribution

• Collaborates with team members to improve workflows and ensure consistent client experiences.

• Supports the practice’s mission by embodying professionalism, teamwork, integrity, accountability, compassion, and commitment to excellent care.