Client Advocate

## Description

Are you passionate about client care and thrive in fast-paced, high-touch environments where communication and compassion make all the difference? Join Upstate Veterinary Specialties, a leading emergency and specialty veterinary hospital in New York’s Capital District, as a Client Advocate and play a key role in supporting both pet owners and clinical teams during critical moments of care.

We’re seeking a friendly, organized, and highly communicative Client Advocate to serve as the voice and support system for pet owners throughout their hospital experience.

## **What You’ll Do**

• Serve as the primary point of contact for pet owners throughout their visit, providing updates and support every 30–60 minutes
• Round regularly with triage staff to understand patient status and workflow needs
• Review hospital dashboards to track patient and client locations
• Communicate updates on wait times, patient status, and care progress clearly and compassionately
• Coordinate with ER liaisons, ICU staff, technicians, and veterinarians to relay accurate information to pet owners
• Ensure pet comfort and wellbeing (water, bedding, relocation within the hospital, etc.)
• Support client comfort by addressing concerns, answering questions, and escalating clinical updates appropriately
• Comfortably and compassionately engage with clients regarding all aspects of care, including difficult conversations such as end-of-life care and euthanasia discussions
• Demonstrate an empathetic approach when supporting pet owners during emotionally challenging situations
• Document client interactions and updates accurately in the medical record system (Instinct)
• Assist in moving clients through the hospital as needed based on care flow
• Cross-train with Client Relations Specialist responsibilities to support high-volume periods
• Contribute to workflow improvements and support team initiatives as needed

## **What We’re Looking For**

• 1+ years of experience in a client-facing hospitality, service, or support role required
• Host, server, or veterinary assistant experience is helpful
• High school diploma or equivalent required
• Strong communication skills with the ability to build trust and rapport quickly
• Highly organized with strong multitasking and attention to detail
• Empathetic and compassionate approach to client interactions, especially in emotionally sensitive situations
• Comfortable having conversations with clients regarding euthanasia and end-of-life care decisions
• Comfortable working in a fast-paced veterinary hospital environment
• Professional, energetic, and compassionate approach to client interactions
• Ability to walk throughout the hospital and remain actively engaged during shifts
• Comfortable working around animals, including exposure to medical environments and related conditions
• Alignment with core values of dedication, compassion, and knowledge

## **Schedule**

• ## Thursday–Saturday: 10am - 10:30pm

## **Compensation**

• $21–$28/hour, commensurate with experience
• Plus applicable shift differentials

## **Why Join Us?**

This role offers the opportunity to be directly involved in supporting pet owners during some of their most stressful and important moments. You’ll work closely with clinical teams in a collaborative, mission-driven environment where communication and compassion are essential to patient care. We believe in supporting our team both professionally and personally. Our benefits include:

• Fully paid medical, dental, and long-term disability insurance
• Retirement plan with employer matching
• Generous paid time off
• Pet insurance stipend
• Uniform allowance
• Employee appreciation events and recognition programs

• If you’re ready to combine strong client service skills with meaningful impact in a veterinary hospital setting, we’d love to hear from you.
• ***Apply today to join the Upstate Veterinary Specialties Client Relations team.***