Client Liaison

SOUTHWEST VETERINARY SURGICAL SERVICE PC•Tucson, AZ

14h•$21 - $23

About The Position

The Client Liaison provides exceptional customer service and administrative and technician support for SVSS’s Gilbert, Scottsdale, Glendale, and Tucson facilities. The role is often the company’s first point of contact and requires comfort working around animals and handling sensitive situations or conflict. The Client Liaison maintains positive, professional relationships with clients, staff, and referring DVMs, and provides accurate information to inquiries. The position involves scheduling and confirming appointments, obtaining and reviewing records, preparing estimates and paperwork, making pre- and post-operative calls, arranging appropriate follow-up care, maintaining client files and chart documentation, and assisting the Client Services team, technicians, and doctors as needed. The role is phone-intensive and takes place in a busy environment where the ability to manage multiple tasks and changing priorities is essential.

Requirements

At least 3–5 years of practical veterinary technician work experience; CVT strongly preferred.
Ability to read, write, and speak English fluently.
Computer proficiency, including Microsoft Office.
Demonstrated knowledge of procedures performed, animal anatomy, and post-operative care.
Ability to prioritize, multitask, and demonstrate urgency in a fast-paced environment.
Skills in adaptability, change management, decision-making, customer service, interpersonal relations, oral communication, problem-solving, systems thinking, teamwork, initiative, and attention to detail.
Ability to orient and train others as needed.
Ability to work well with all team members and leadership.
Passion for animals and a temperament suitable for working with animals that may behave badly.
Ability to relate to customers in a friendly and professional manner and de-escalate situations patiently and quickly.
Ability to transition client questions into scheduled appointments.
Excellent phone etiquette and customer service skills.
Strong interpersonal and written and oral communication skills.
Exceptional organizational and multitasking skills, with the ability to handle changing priorities quickly.
Overachieving attitude and strong work ethic.
Ability to work in a fast-paced environment with different personality types.
Schedule flexibility.
Ability to lift up to 25 pounds without assistance, stand or sit for long periods, and bend at the waist and knees.
Functional hearing, vision, and speech to meet the essential functions of the job.

Nice To Haves

CVT certification is strongly preferred.
At least 2 years of experience in a surgical or specialty setting is preferred.

Responsibilities

Participate in daily rounds when applicable to understand the caseload.
Assist the Client Services team with opening the clinic, preparing the lobby, and closing the clinic as directed by the Practice Manager(s).
Help ensure smooth operations among the client services team, technician staff, and doctors.
Keep the workspace organized and tidy.
Address clients professionally and courteously.
Provide backup for client check-in and check-out, including payment and deposit processing, credit card authorizations, appointment scheduling, and other assigned tasks.
Answer and return client and referring DVM calls according to SVSS protocols, including addressing post-operative questions, preparing estimates, scheduling appointments, assisting with medication refills, and responding to other inquiries.
Handle communications with the goal of converting inquiries, estimates, and questions into scheduled appointments.
Enter, review, and obtain client and patient information for client files, including medical imagery, records from current or prior DVMs, and internal or external laboratory results before appointments.
Make post-operative follow-up calls to answer questions, encourage client compliance, confirm the patient’s condition, and schedule follow-up or recheck appointments when needed.
Prepare basic estimate information for clients or referring DVMs.
Make next-day appointment confirmation calls.
Prepare client paperwork for next-day appointments.
Complete client correspondence documents, including spell-checking, obtaining surgeon signatures, and faxing.
Organize files and document client communications, actions, and required follow-up.
Maintain office and client files and appropriate chart documentation.
Provide assistance and backup to the Client Services team and assist technicians when needed.
Partner with doctors to answer client questions.
Provide accurate information to clients, team members, and referring DVMs.