Care Navigator

About the Role

The Care Navigator is a critical role in ensuring an outstanding experience for pet owners and veterinary teams and the best possible outcomes for pets. As a Team Member at Arista, you will work closely with general practice veterinary teams in the community and the Arista specialty/emergency veterinary teams on behalf of pets and pet owners to facilitate seamless, integrated advanced care.

Why You Will Love Working for Arista

Every pet is unique, and so is our approach at Arista. We are revolutionizing advanced pet care through seamless navigation and support that benefits pets, pet owners, and veterinary professionals.

At Arista, we believe exceptional care starts with the people who provide it, and we are committed to providing a collaborative workplace where people feel valued, empowered, and inspired to grow.

Responsibilities Key to Your Success

• Build strong relationships with community general veterinary practice teams and the Arista specialty & emergency teams

• Be viewed as an advocate by pet owners requiring advanced care for their pet

• Facilitate all communications between the pet owner and the veterinary facilities, including appointment scheduling, general updates, providing support and monitoring response to treatment, and managing concise electronic medical records across systems

• Keep the Collaborative Care Team connected to drive for the best outcomes with resources available via team-based decision making, preventing duplication of services, identifying any gaps in care, and working across the full spectrum of veterinary care delivery, including telemedicine

• Serve as the primary contact for clients, primary care & advanced care; serve as triage technician for new and existing clients by gathering relevant clinical information and helping coordinate the appropriate next steps for care

• Respect and positively represent the Arista brand, as well as CityVet, and the community's general veterinary practices

• Help develop and improve the electronic tools needed to streamline and create more efficiencies in the provision of advanced care

• Schedule flexibility and team-focused working style

• Demonstrate and uphold Arista's Core Values and Hospital Mission

• Demonstrate professionalism and compassion toward patients, clients, and colleagues, especially during stressful situations

• Maintain confidentiality of patients, clients, colleagues, and business information

• Comply with all applicable federal, state, local, professional licensure, safety, controlled substance, and hospital policy and requirements

What You’ll Bring to the Team

Qualifications & Skills

• 5 required, 10+ years of experience working as a veterinary professional preferred

• Experience in both general practice and specialty/emergency veterinary medicine preferred

• Bachelor’s Degree, veterinary technical certification, or equivalent experience

• Familiarity with medical records and PIMS systems

• Extremely comfortable with medical language, medical reports, and electronic healthcare communication tools

• Commitment to exceptional customer service, high-quality care, and overall excellence

• High emotional intelligence and highly personable and flexible communication style to serve the needs of pet owners as well as general practice, specialty, and emergency veterinary teams

• Extremely organized, detail-oriented, and self-motivated for an efficient working style

• Excellent verbal & written communication skills for in-person, telephone, video, email, and texting

• Ability to manage conflict

• Ability to work on diverse hospital and leadership teams

• Leadership skills to lead the Care Navigation Team

• Flexible, tenacious, and resourceful

Requirements

• Full-Time, In-Person Position

• Ability to work nights, weekends, holidays, and on-call shifts as needed

• Frequent sitting

• Ability to meet any position-specific screening requirements, such as a clinical acumen assessment

• Must be at least 18 years of age at time of hire