Host - Palo Alto

As a Host, you are the first point of contact for Modern Animal members and first line of defense for Modern Animal care teams. You own your clinic’s schedule each day and should notify your clinic leadership of any changes or potential problems immediately. You effectively manage member communications through chat and in-person related to all appointments scheduled at your clinic and make adjustments to the schedule as requested by members. You coordinate activities related to appointments not on the schedule that day (e.g., fecal sample drop-off) and otherwise support clinic teams as needed. You are a trusted part of the clinic team and, over time, have the opportunity to grow into a Clinic Manager role or transition into a medical role.

Respect

• Demonstrates an empathetic disposition by adjusting their communication and behavior in response to member needs.
• Effectively manages member expectations within a member interaction based on the pet’s medical situation, time available in the appointment, and the range of treatment options available to them.

Growth

• Independently identifies gaps in knowledge and develops competencies by leveraging resources within and outside Modern Animal.
• Adds value to meetings by drawing connections between different scenarios, areas of operational knowledge, customer service, and clinical best practices.

Excellence

• Approaches their daily responsibilities from a team-first approach; proactively asks if coworkers need assistance, even - and especially - when they have a full schedule themselves.
• Exemplifies calm and collected behavior; is unflustered even in the face of complex interactions, fractious pets, or anxious members.
• Effectively manages member objections and persuasively communicates.
• Capable of independent resolution of member scenarios; if unable to resolve independently, able to formulate an action plan and organize coworkers to implement.

Integrity

• Optimizes their communication, whether written or spoken, condensing to only what is needed to get member and patient from point A to point B as efficiently as possible.
• Identifies and delegates tasks appropriately to enable focus on medical care.

Accountability

• Acts like an owner - holds themselves and their coworkers accountable for performance at or above operational expectations.
• Consistently solicits and delivers feedback from / to coworkers.
• Independently develops recommendations for improving clinic operations and effectively communicates those recommendations to their Clinic Manager.
• Has a clear vision of their desired career path and works with their manager(s) to set goals appropriately.