ECC Coordinator

Job Summary: 

Emergency and Critical Care Coordinator serves as a primary liaison between the Intensive Care Unit (ICU) and Intermediate Care War (ICW) medical team and clients, supporting both financial accuracy and a high‑quality client experience throughout a patient’s hospitalization. This role is responsible for ensuring all ICU charges and estimates are accurate and communicated clearly, while also providing consistent, compassionate client support from admission through discharge. The Emergency and Critical Care Coordinator works collaboratively with doctors, technicians, and client service representatives to facilitate timely communication, support discharge planning, and maintain trust and transparency with clients during critical and emotionally complex situations. 

Responsibilities: 

Serve as the primary client liaison throughout ICU/ICW hospitalization, ensuring clear, timely, and compassionate communication. 

Participate in daily ICU/ICW communication workflows to anticipate estimate changes for client emotional support and financial needs.  

Coordinate with ICU doctors, technicians, and CSRs to support patient flow, client updates, and discharge planning. 

Managing client expectations throughout hospitalization. 

Supporting difficult conversations alongside doctors, techs, CSRs. 

Communicate with client when their patient has been admitted to ICU to introduce themselves and create strong client relationships. 

Field incoming phone calls regarding client’s questions and concerns regarding charges. 

Ensure all client communications are accurately documented in the medical record per hospital standards.  

Follow established escalation pathways for client concerns or complaints. 

Audit and post charges on all admits in our Critical Care Unit. 

Review hospitalized cases daily for additional charges or corrections. 

Review ICU doctors medical record to ensure all charges are captured. 

Update clients of charges on a daily basis. 

Stay current on all pricing and procedure changes. 

Communicate with doctors regarding any financial issues. 

Work with doctors on creating estimates. 

Escalation pathways for concerns or complaints 

Support discharge readiness by confirming client understanding of care plans, estimates, and follow‑up needs. 

Preform follow up phone calls after patient is discharged to schedule follow up appointments or inform medical staff of any patient concerns.  

Sending and uploading medical records for referral patients that are admitted to ICU. 

Perform other duties and assignments as required for organizational success. 

Qualifications: 

A minimum of 1-2 years previous veterinary experience.  

Proficiency with data entry and computers. 

Knowledge of medical terminology and medical procedures. 

Ability to communicate effectively both verbally and in writing, and maintain effective working relationships. 

Mathematical ability including addition, subtraction, multiplication, and division. 

Ability to be flexible and multi-focused in order to accomplish goals. 

Demonstrated organizational, problem solving and common sense skills.  Must be detail-oriented and able to prioritize.  

Education:  

High school diploma or equivalent 

Physical Requirements: 

Dependable attendance is required. 

Any allergies to animals must be controllable through medication. 

Must be able to lift 40 pounds. 

Must be willing to work long or irregular hours under pressure conditions. 

This position requires the ability to walk, bend, stand and reach constantly during a minimum 8-hour day. 

Visual acuity sufficient to maintain accurate records, recognizes people and understands written directions. 

Ability to speak and hear sufficiently to understand, give information in person and over the telephone. 

Fine motor skills adequate for utilizing office equipment such as computers, telephones, copiers, fax machines, etc. 

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer. For a complete EEO statement please see our career page at vcacareers.com.