Client Liaison

SOUTHWEST VETERINARY SURGICAL SERVICE PC•Gilbert, AZ

16h•$21 - $23

About The Position

Southwest Veterinary Surgical Service (SVSS) is seeking an experienced, full-time Client Liaison for its privately owned specialty veterinary practice. This role suits a veterinary technician who wants to move away from the treatment floor while remaining involved in veterinary medicine and applying their knowledge to support clients and pets. Prior work experience in general practice or specialty veterinary medicine is required. The role provides administrative and technician support for the Gilbert, Scottsdale, Glendale, and Tucson facilities, and helps maintain positive, professional relationships with clients, staff, and referring veterinarians (rDVMs). Client Liaisons provide accurate information, prepare estimates, manage records and appointments, make confirmation and post-operative calls, and partner with technicians and doctors to address client questions. The position is based in a busy hospital clinic environment and involves frequent phone communication, sensitive situations, and occasional conflict. The Client Liaison is often a critical first impression of SVSS and is expected to deliver exceptional customer service.

Requirements

At least 3–5 years of practical veterinary technician work experience; CVT is strongly preferred.
Prior work experience in a general veterinary practice or specialty veterinary medicine is required.
Ability to prioritize, multitask, and demonstrate urgency in a fast-paced environment.
Knowledge and skills in adaptability, change management, decision-making, customer service, interpersonal relations, oral communication, problem-solving, systems thinking, teamwork, initiative, and attention to detail.
Fluent English reading, writing, and speaking skills.
Ability to work well with all team members and leadership.
Passion for animals.
Ability to relate to customers in a friendly and professional manner and transition client questions into scheduled appointments.
Excellent phone etiquette and exceptional customer service skills.
Proficiency with computers and ability to use multiple applications simultaneously, including Gmail, Cornerstone, PDF converters, client communication platforms, and Microsoft products.
Good temperament when dealing with animals that may behave badly.
Patience with clients and ability to de-escalate situations quickly.
Strong interpersonal and written and oral communication skills.
Exceptional organizational and multitasking skills, including the ability to manage 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 sufficient to perform the essential functions of the job.

Nice To Haves

CVT certification.
At least 2 years of experience in a surgical or specialty setting.
Demonstrated knowledge of procedures performed, animal anatomy, and post-operative care.

Responsibilities

Potentially participate in daily rounds to develop a complete understanding of the caseload.
Help the Client Services team open the clinic, prepare the lobby, and close the clinic as directed by the Practice Manager(s).
Help ensure smooth operations among the client services team, technicians, and doctors.
Keep the workspace organized and tidy.
Address clients professionally and courteously.
Provide backup for client check-in and check-out for appointments and patient pick-ups, including processing deposits and payments, obtaining credit card authorizations, and scheduling appointments.
Answer and return client and referring veterinarian calls professionally and according to SVSS protocols, including addressing post-operative questions, preparing estimates, transitioning questions or estimates to scheduled appointments, and assisting with medication refills and other inquiries.
Handle communications with the goal of converting inquiries, estimates, and other questions into scheduled appointments.
Enter, review, and obtain client and patient information for client files, including medical imagery, records from current or prior veterinarians, and internal or external lab results before appointments.
Make post-operative follow-up calls to answer questions, support client compliance, confirm the patient's condition, and schedule follow-up or recheck appointments when needed.
Prepare basic estimate information for clients and referring veterinarians.
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.
Respond to client messages on the AllyDVM platform.
Maintain office and client files and ensure appropriate chart documentation.
Schedule appointments and provide assistance and backup to the Client Services team.
Assist technicians when needed and partner with doctors to answer client questions.
Orient and train others as needed.