Client Liaison

SOUTHWEST VETERINARY SURGICAL SERVICE PC•Peoria, AZ

16h•$21 - $23•Onsite

About The Position

Southwest Veterinary Surgical Service (SVSS), a privately owned specialty veterinary practice, is seeking an experienced full-time Client Liaison. The role suits a veterinary technician seeking to move off the treatment floor while continuing to apply veterinary knowledge in a consistent daytime setting. Prior experience in a general veterinary practice or specialty veterinary medicine is required. The position supports clients, referring veterinarians (rDVMs), technicians, and doctors across SVSS facilities in Gilbert, Scottsdale, Glendale, and Tucson. The Client Liaison delivers professional, courteous customer service and helps ensure a positive client experience in a busy hospital clinic environment. The role involves handling sensitive situations and conflict, responding to client and rDVM inquiries, coordinating appointments and records, preparing estimates, and providing administrative and technician support. Client Liaisons maintain client files and chart documentation, conduct appointment confirmations and pre- and post-operative calls, schedule follow-up care, assist the Client Services team, support technicians as needed, and partner with doctors to answer client questions. Initial candidate communication is conducted by email.

Requirements

At least 3–5 years of practical veterinary technician work experience; CVT strongly preferred.
Prior work experience in a general veterinary practice or specialty veterinary medicine is required.
Knowledge of veterinary procedures, 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.
Fluency in reading, writing, and speaking English.
Ability to work effectively with all team members and leadership.
Passion for animals and ability to work comfortably around them, including animals that may behave poorly.
Ability to relate to customers in a friendly, professional manner and de-escalate difficult situations patiently.
Ability to transition client questions into scheduled appointments.
Excellent phone etiquette and customer service skills.
Computer proficiency and ability to use multiple applications simultaneously, including Gmail, Cornerstone, PDF converters, client communication platforms, and Microsoft products.
Strong interpersonal, written, and oral communication skills.
Exceptional organizational and multitasking skills, including the ability to manage changing priorities.
Strong work ethic and ability to work at a fast pace with people of 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 job functions.

Nice To Haves

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

Responsibilities

Potentially participate in daily rounds to understand the caseload.
Help open the clinic before doctors arrive by preparing the lobby, and close the clinic as directed by Practice Managers.
Help coordinate smooth operations among client services, technician staff, and doctors.
Keep the workspace organized and tidy.
Address clients professionally and courteously.
Back up client check-in and check-out for appointments and pickups, including processing deposits and payments, obtaining credit card authorizations, and scheduling appointments.
Answer and return client and rDVM calls according to SVSS protocols, including responding to post-operative questions, preparing estimates, arranging appointments, assisting with medication refills, and handling 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/rDVMs, and internal or external lab results before appointments.
Conduct 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 and rDVMs.
Make appointment confirmation calls for the next day.
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 positive, professional relationships with clients, staff, and rDVMs.
Assist and provide backup to the Client Services team, assist technicians when needed, and partner with doctors to answer client questions.