This is a full-time, 40 hour a week position. May include Weekend and Holidays

THE POSITION:

Under the supervision of the Client Services Manager, the Final Arrangements (FA) Coordinator is responsible for ensuring a compassionate and seamless experience for clients whose pets have passed on. Approximately 80–85% of this role focuses on FA, ensuring that clients’ aftercare wishes are communicated and processed efficiently and accurately. The FA Specialist serves as a bridge between the hospital’s internal departments, the client, and the hospital’s aftercare vendor.

Some of the duties include:

• Greet all clients and visitors in a friendly, respectful, and professional manner.
• Process and review disposition paperwork for accuracy, completeness, and quality control, ensuring that all client aftercare wishes are clearly documented and confirmed.
• Follow up promptly and compassionately with clients, internal departments, and external partners to ensure that pets move forward to their final arrangements without delay.
• Input and maintain pet information daily in the crematory tracking system, ensuring accuracy and real-time updates.
• Communicate regularly with crematory staff to monitor the status of patient remains and ensure timely, respectful processing.
• Respond to all voicemails and email inquiries on the Final Arrangements line in a timely and professional manner, providing information and reassurance to grieving clients.
• Provide Front Desk coverage, including the Emergency Desk, during periods of short staffing or high client volume to maintain efficient and compassionate client service.
• Support the Medical Records team with tasks such as processing Change of Ownership requests, reviewing and merging records, and assisting with related documentation. This may include reviewing and completing paperwork and/or following up with clients to obtain missing or updated information.
• Assist the Donor Fund Administrator in processing donor fund paperwork, including reviewing required forms, taking and uploading photos of pets, and following up with internal departments to gather necessary information or approvals.

Physical Requirements:

• Must be able to sit for long periods of time.
• Must be able to lift 25 pounds.
• Regular and punctual attendance.

Compensation:

• Starting pay: $22–$24/hour
• Higher compensation may be offered based on experience and qualifications

WHO WE ARE:

The Boston MSPCA-Angell is one of the oldest and most venerable humane organizations in the world, and working in an environment that clearly delivers on its mission of advancing the health and welfare of animals adds an important dimension to our work.

APPLICANT REQUIREMENTS:

We are looking for applicants with at least one year of experience working in an animal hospital or clinic in a client facing role.

This position requires prior experience as a Client Care Specialist at Angell Animal Medical Center for at least 6 months.

As this position requires excellent verbal and written communication skills, we require applicants to include a cover letter showcasing your writing skills.

OUR BENEFITS:

Our compensation package includes health, dental and life insurance, 403(b) retirement plan, tuition reimbursement, paid holidays, sick, and vacation time, employee discounts for pet health care, and free on-site parking.

If you are interested in working for an organization where your work is an important part of a respected and caring non-profit, this may be the career change you are looking for.