Member Experience Coordinator - Yaletown

Job description

At Juno Veterinary, we are on a mission to ensure every pet and Juno team member has the support they need to thrive. Our vision? To establish a stellar standard of care for the veterinary industry; the Juno Standard of Care. This isn’t just for our Members and their pets, but for our team of veterinary professionals. Our Team Members? They are at the heart of everything we do. As a founder-led business, we are looking for someone who shares our vision and wants to be a major part of shaping its future. We are looking for someone who loves the idea of building something new, contributing to our growth, and being part of a group that is growing, evolving and supporting the future of vet med. We are just getting started and we cannot wait to meet you. **Your Role in Juno’s Journey:** MECs are the Experience Stewards. They focus on the details, so that every encounter reflects the Juno Standard of Care and every member feels seen and heard. **Who You Are** - You recognize that growth does not stop, that there is always an opportunity to learn, develop and keep getting better - You are passionate about your work in the veterinary community and the quality of care that you provide - You recognize the value in all roles within the clinic, from DVM to ACA and you celebrate team work and collaboration within it - You see Juno’s vision, mission and goals and surprise! They match with yours! - You have a can-do attitude that focuses on solutions and progress Let’s keep it real, we know that Juno won’t be for everyone. As a group, we rank feedback and two-way communication as one of our core values and so we want to be transparent in helping you determine if this is a fit. How can you tell if this is for you? Well, this role is definitely for you if want to: - **Always Be Growing**: Our industry, our community, is constantly growing and evolving (as it should)! You thrive in being adaptable, curious and thinking outside of the box to help create and be part of a work environment and culture where people thrive! We unlock the tools and resources, you step into your potential and continue to grow alongside us. - Be part of **One Team:** At Juno we work together, as one across the community of clinics and across the different roles. You want to join a team of veterinary professionals who are all practicing at the top of their skillset. You come together as one to develop our foundation, solve the problems and support each other in the nitty gritty. As one, our teams have each others' backs, celebrating the wins and working through the lows. - Provide the **Juno Standard of Care:** Gold-standard medicine is the way we practice medicine. The Juno Standard of Care means really stepping into your role and utilizing your skills and knowledge to its full potential. It means locking arms with your team, knowing that you are all here to support each other, collaborate within your roles and have the same goal in mind and heart - medicine of the highest quality with the wellbeing of the pet always at the forefront. You see the value in each team member, because together as one, you can heal and save lives. And while there’s a whole lot of knowledge on your team, you recognize that pet owners can need some support to fully understand what’s going on. Not to worry, on top of being a vet med superhero, you also are a people person, and understand the value of communication and relationship building within our interactions. You represent a stellar standard of care to all you encounter within your work - the Juno Standard of Care. **The Ideal Previous Work Experience** - 2+ years in customer service and/or member experience as a customer-facing representative - Prior experience within a veterinary clinic considered an asset - Strong communication skills both verbal and written - The ability to contribute to a positive and productive clinic environment **Your Skills** - Multitasking super star - Excellent communication skills - Organization - Keen eye for detail - Keen on Relationship Building - empathy **What You’ll Be Doing** - Welcome members and their pets, making every visit feel stress free - Manage clinic flow - from opening/closing, scheduling appointments and surgeries, checking patients in / out - Supporting our medical team by coordinating records, consent forms, and reminders for pet parents - Be first point of contact for in clinic communications across email and SMS platforms - Process payments, insurance, prescriptions, and membership technical support - Help foster a positive collaborative clinic culture - This role requires schedule flexibility, including availability to work evenings and weekends **This role may be a great fit for you if:** - You love connecting with people and their pets - Highly organized, detail oriented and thrive in fast-paced environments - Tech savvy and quick to learn new systems - Can balance empathy and professionalism in high-stress emotional moments - Positive and intuitive nature **This role may not be a great fit for you if:** - Prefer behind the scenes work and don’t enjoy face to face interactions with members or their pets - Find it stressful to juggle details, shifting priorities or multiple software systems - Are uncomfortable with sensitive situations like end-of-life care **Our Promise To You - Where you matter** At Juno, you play an important role ensuring that every pet and person who cares for them has what they need to thrive. You are not only the hands that care for our patients or the mind that solves problems - you are the heart behind every act of compassion that ripples out across our clinics and community. Here, continuous feedback and open communication are the cornerstones of our success. Here, we hold ourselves to the Juno standard of medical care. Here, you join a team of veterinary professionals practicing at the top of their license. You’re not just a part of the team. You’re the reason we can provide the Juno Standard of Care that makes a real difference in the communities we serve and beyond. Here, at Juno, you matter. **Interview Flow for this position** - In-clinic interview with PM & Clinical Team - Offer **Compensation for this position** Juno Veterinary is committed to compensating our team members fairly, competitively and with clarity to support you in your growth! This role has an hourly compensation range of $19-23 per hour. We’re going to keep it real with you. This range reflects the variations in experience and skillset an individual could possess within this role, as well as the growth and experience that would be needed to meet the top end of the range. (i.e., from building your skills, to becoming accomplished, to being highly proficient, all the way to achieving excellence in this role) It's also possible to join Juno at a salary/wage above this range, which would mean you are at the very top end of experience and knowledge or perhaps you are someone who is currently working with Juno and has had the opportunity to make a significant and positive impact on our patients and our community and is thriving while doing it. As you progress through the interview process we will be sure to discuss compensation thoroughly and clearly to support your growth and next steps in your career. This role is located in Vancouver at our Yaletown clinic and reports directly to the Practice Manager. This is a Full-time role that is currently open and is ready to be filled. This role will also require weekend and evening availability. Juno Veterinary uses AI as part of our interview screening process, to help us take notes during our conversations and to create summaries for reference. Beyond that, please rest assured, any decisions in hiring are made by a human! *Juno Veterinary is committed to providing an equal employment opportunity for all candidates and employees. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a positive and successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.* *Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know!*