Veterinary Client Patient Liaison, Emergency

Ethos Veterinary Health•Santa Barbara, CA

55d•$21 - $25•Onsite

About The Position

We are seeking a Client Patient Liaison (CPL) to join our Emergency Department. This is a non-clinical, client-facing role ideal for someone who excels in fast-paced environments and thrives on delivering compassionate, high-quality customer service. You will serve as the primary contact for clients with pets in emergency care—providing real-time updates, supporting the intake and discharge process, and ensuring a smooth, empathetic experience during stressful moments.

Requirements

Previous experience in a veterinary, healthcare, or high-volume customer service setting
Strong interpersonal and communication skills—verbal, written, and empathetic
Ability to multitask in a fast-paced, emotionally charged environment
High level of professionalism, integrity, and discretion with confidential information
Calm, compassionate demeanor with a proactive and team-focused mindset

Nice To Haves

Familiarity with veterinary practice management software and/or EMRs (preferred)

Responsibilities

Client Communication: Serve as the first point of contact for emergency clients, providing updates, guidance, and reassurance throughout their pet’s visit.
Patient Flow Support: Assist with managing the flow of emergency patients by coordinating communication between the front desk, veterinary staff, and clients.
Customer Service: Deliver compassionate, efficient, and solution-oriented service during emotionally charged situations.
Documentation: Maintain accurate records of client communication and patient updates using hospital software.
Billing & Estimates: Provide clients with treatment estimates, process payments, and assist with basic billing and insurance-related questions.
Triage Assistance (Non-Clinical): Direct urgent cases to clinical staff appropriately, ensuring immediate attention to critical patients.
Collaboration: Work closely with ER veterinarians, technicians, and client service representatives to maintain seamless client and patient experiences.