Client Services Coordinator, Emergency

Client Services Coordinator, Emergency
$22 - $24/hr. | +$5hr. overnight & $2.50/hr. weekend differentials
Animal Emergency & Referral Associates| West Caldwell, NJ

At Animal Emergency & Referral Associates (AERA) , we are proud to be a leader in emergency and specialty veterinary medicine, providing exceptional care to pets and peace of mind to their families. Our team of highly skilled veterinarians, technicians, and support professionals work collaboratively to deliver advanced medical care in a compassionate, patient-centered environment. With a commitment to innovation, clinical excellence, and continuous growth, AERA offers an exciting opportunity for veterinary professionals who are passionate about making a difference every day.

Compensation

• $22-$24 hourly
• We offer the highest industry-standard differentials for weekend and overnight shifts!
  • $5/hr. overnight differentials (11:00pm – 7:00am)
  • $2.50/hr. weekends
  • These differentials are stackable!

Benefits Include:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development
• Uniform stipend
• Student Debt Assistance
• 6 Paid Holidays

Schedule

• Full-Time
  • Sunday - Tuesday
  • 12:00pm – 12:00am

Job Description
The Client Emergency Services Coordinator is an advanced Client Services position responsible for coordinating the operational flow of the Emergency Service while promoting exceptional client communication, operational efficiency, and financial accuracy.

Serving as the operational communication hub between clients, Client Services, the Clinical Team, referring veterinarians, and Hospital Leadership, this position maintains operational awareness of the Emergency Department to proactively identify and help resolve barriers affecting patient flow, client communication, and the overall client experience.

The Client Emergency Services Coordinator partners with Hospital Leadership to improve operational efficiency through communication, coordination, and problem-solving while recognizing that clinical decision-making and patient care remain the responsibility of the Clinical Team.

In addition to the responsibilities outlined in this profile, the Emergency Services Coordinator is expected to perform all duties of a Client Service Representative as operational needs require.

Responsibilities:

Operational Coordination

• Support Emergency Department flow by identifying and resolving communication gaps, workflow barriers, and operational delays.
• Coordinate across Client Services, Clinical Teams, and Hospital Leadership, escalating issues as needed.
• Support workflow improvements while respecting clinical decision-making authority.

Client Communication

• Serve as a key Client Services resource for complex client concerns.
• Coordinate communication among clients, Clinical Teams, and referring veterinarians.
• Communicate delays, wait times, and financial updates while supporting service recovery and a positive client experience.

Financial & Department Support

• Assist with billing discrepancies, missed charges, and daily invoice review.
• Monitor treatment plans and financial authorizations and coordinate additional deposits when needed.
• Identify recurring operational trends and recommend process improvements.

Team Development

• Support CSR onboarding, training, and adherence to department workflows and communication standards.
• Serve as a departmental resource and identify coaching opportunities for the CSR Supervisor.

Operational Authority
The Emergency Services Coordinator supports communication, workflow efficiency, client experience, and escalation of operational barriers.

Authorized to:

• Facilitate cross-department communication.
• Identify barriers and recommend workflow improvements.
• Support CSRs with complex client concerns.

This position does not:

• Directly supervise or manage employee performance.
• Direct clinical workflow or patient-care decisions.
• Modify hospital policies without approval.

Qualifications:
Required

• High school diploma or equivalent.
• Minimum two years of customer service experience.
• Excellent communication, organizational, and problem-solving skills.
• Ability to prioritize multiple responsibilities.
• Microsoft Office and EMR proficiency.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus!

Preferred

• Veterinary experience or medical client service experience preferred.
• Experience with ezyVet, SmartFlow, or similar software.

Work Expectations

• Schedule and shift expectations are based on departmental needs and may include evenings, weekends, holidays, or high-volume Emergency Service periods.
• Work effectively in a fast-paced hospital environment with frequent interruptions, urgent situations, and high client or patient volume.

Why Choose AERA?

• Work alongside a compassionate and talented team dedicated to excellence in veterinary care.
• Make a meaningful impact by being an advocate for pets and their families.
• Enjoy a dynamic, fast-paced environment that keeps you engaged and challenged.
• Be part of a workplace that values your contributions and supports your growth.
• Ongoing opportunities for continued education such as lunch and learns hosted by various vendors and entities.

About AERA
At Animal Emergency & Referral Associates (AERA) , excellence isn’t just a goal—it’s who we are. As an AAHA-accredited hospital, AERA represents the gold standard in veterinary medicine and patient care. We are proud recipients of the 2024 Neighborhood Fave award, recognized by Newsweek as one of America’s Best Animal Hospitals of 2025, and honored with the dvm360 Hospital Design Merit Award for our innovative, state-of-the-art facility. In addition, AERA has been recognized as a Distinguished Kindness Workplace, reflecting our deep commitment to a supportive, respectful, and people-first culture.

With comprehensive services including 24/7 emergency care, advanced anesthesia, diagnostics and radiology, internal medicine, orthopedic and soft-tissue surgery, and radiation oncology, AERA stands at the forefront of specialty and emergency veterinary medicine—where advanced clinical expertise meets genuine compassion for patients, clients, and each other.

Nearby Communities
AERA attracts Veterinary Technicians and Clinical Professionals from throughout Northern New Jersey and the New York metropolitan area, including:

• West Orange, NJ
• Livingston, NJ
• Montclair, NJ
• Verona, NJ
• Caldwell, NJ
• Roseland, NJ
• Cedar Grove, NJ
• Parsippany, NJ
• Morristown, NJ
• East Hanover, NJ
• Jersey City, NJ
• Hoboken, NJ
• Newark, NJ
• Staten Island, NY
• Manhattan, NY
• Brooklyn, NY

Know Someone Amazing?
If this role isn't the right fit but you know a great Veterinary Technician, send them our way!
Email [email protected] to learn more about current opportunities.

About Ethos Veterinary Health
Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two-way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Join Us
At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.
Candidates can confidentially submit their CV to Talent Acquisition Partner Craig at [email protected]

Equal Opportunity Employer
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.