Customer Experience Coordinator (Overnight) - Ann Arbor, MI

The role

You will define the customer experience through service and participation. You will handle communications, process payments, and support the nursing team and doctors to ensure seamless care.

What you will do

• Greet every customer with warmth and urgency in person, over the phone, or online
• Oversee all customer communications and route urgent medical calls to a doctor
• Deliver personalized experiences and find ways to say yes to customer needs
• Listen with empathy and resolve concerns quickly
• Keep nursing team and doctors updated on customer needs
• Provide confidential, compassionate guidance on financial options and end-of-life decisions
• Process payments accurately
• Follow up with customers after visits
• Celebrate and capture special moments with permission

Required qualifications

• 2+ years of experience in a customer service role
• Advanced knowledge in computer programs and practice management software
• Highly organized, with strong attention to detail
• A strong communicator
• A strong multitasker
• High emotional intelligence
• Adaptable and amenable in high stakes environments
• Must be willing to work in a noisy environment with strong or unpleasant odors
• Availability to work nights, weekends, and holidays on a rotating or as needed basis

Benefits

• Competitive compensation, including base and 401K match
• Comprehensive health and wellness benefits that start on day one
• QPR training
• Access to free therapy or counseling
• Potential equity after one year of full time, active employment
• VEG-created clinical and leadership programs
• Unlimited ER CE + travel stipend
• $2,500/year travel stipend for full-time credentialed VEGgies
• $1,000/year travel stipend for full-time uncredentialed VEGgies
• Clinical student loan repayment
• Paid parental leave, up to 12 weeks at 100% of regular salary
• Inclusive fertility and family-building care

About the company

VEG was born in 2014 with a mission to help people and their pets when they need it most. They operate hospitals nationwide that are open 24/7, 365 days a year.