Job Description

Create a healthier, brighter future for pets, pet parents and people! If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing, Petco is the place for you. Our core values capture that spirit as we work to improve lives by doing what’s right for pets, people and our planet. The purpose of this position inherently involves providing excellent customer care to our Petco full-service Vetco Total Care hospital clients. The Concierge represents the mission and values to all customers and is typically the first and last person a client encounters when entering our hospital. The Concierge is responsible, like all team members, for fostering cohesion and motivation within the practice. The incumbent must be able to perform all the following duties and responsibilities with or without reasonable accommodation: Assume primary responsibility for answering the practice phone and routing calls appropriately. Maintain hospital appointment calendar including scheduling appointments from callers or visitors and reviewing on-line bookings. Greet all visitors to the practice; greet clients and patients by name as they arrive for appointments and notify technical staff when they arrive. Monitor wait times and make accommodation as necessary during peak/busy times, or when medical staff is dealing with an emergency situation. Participate in the training of new staff members and general dissemination of knowledge as required. Ensure that the waiting area is consistently cleaned (including using special disinfectants in the case of the presence of suspected contagious disease) and well-stocked with appropriate materials. Confirm all appointments by client’s preferred communication method (phone, email, text) the prior day, and make necessary adjustments. Possess basic understanding of practice logistical specifics in order to provide backup support to technical staff when rooms need to be loaded or patients need to be discharged and primary staff members are otherwise occupied. Other Duties and Responsibilities: Perform additional duties as assigned. In all activities related to the care and handling of patients and clients, the Hospital Concierge will take direct supervision from the Hospital Office Manager and Hospital Leader on Duty. Like all team members, the Concierge plays a crucial role in ensuring that day-to-day operation of the hospital is efficient and provides an optimal experience for our patients and clients. The Concierge has the primary responsibility of consistently ensuring that the hospital workflow is optimized, which may require rescheduling appointments as well as maintaining an open line of communication with clients who are present in the practice and may need to wait longer than expected due to unforeseen circumstances (emergencies, etc.). This position will impact the organization by contributing to the growth of productive practice while focusing on a high-quality standard of care. From an overall hospital organizational standpoint, this position is critical to ensuring that our client’s first and last impressions of our facility and staff are optimal.

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