ER Client Patient Liaison

Ethos Veterinary Health•Santa Barbara, CA

2d•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

Responsibilities

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