Client Patient Liaison, Veterinary Medicine
About The Position
Animal Emergency Clinic is dedicated to providing compassionate, high-quality emergency veterinary care. We are seeking a strong client-focused professional to join our team as an Emergency Liaison Concierge (ER Liaison). This role is essential in ensuring a smooth, supportive, and well-communicated experience for pet owners during emergency visits. The ER Liaison serves as the primary non-clinical communication bridge between pet owners, veterinarians, and hospital staff. This role supports client understanding, treatment plan coordination, financial communication, and patient flow management in a fast-paced emergency setting. You will play a key role in ensuring clients are informed, supported, and guided through every step of their pet’s emergency care experience.
Requirements
- Experience in customer service within a veterinary hospital or emergency clinic
- 2–5 years of client-facing experience preferred
- Strong communication and interpersonal skills
- Ability to work efficiently in high-pressure, emotionally sensitive environments
- Highly organized with strong attention to detail
- Proficiency with computers and cloud-based systems (ezyVet/SmartFlow experience a plus)
- Ability to work full schedule flexibility including days, swing shifts, weekends, and holidays
- Compassionate and client-focused communicator
- Calm and effective under pressure
- Strong multitasker in a fast-paced environment
- Team-oriented with a collaborative mindset
- Detail-driven with commitment to accuracy and follow-through
Nice To Haves
- ezyVet/SmartFlow experience a plus
- RVT license
Responsibilities
- Serve as the primary non-clinical liaison for pet owners during emergency visits
- Provide real-time updates on wait times, patient status, and care expectations
- Greet and escort clients to exam rooms when appropriate
- Communicate treatment plans and financial estimates clearly and compassionately
- Collect deposits using mobile payment systems
- Present financing options such as CareCredit, Scratchpay, and pet insurance guidance
- Provide ongoing updates regarding patient status and cost changes
- Partner with ER DVMs to prepare and present treatment plans
- Ensure all treatment plans are approved prior to client presentation
- Confirm deposit collection prior to treatment initiation
- Relay approval status to clinical teams in real time
- Review discharge invoices for accuracy
- Assist with intake of emergency and critical patients
- Obtain brief patient histories and communicate urgent information to clinical staff
- Confirm CPR status and facilitate critical deposits when needed
- Prioritize cases under DVM direction
- Coordinate phone triage and referral transfers with clinical staff and ER DVM
- Maintain patient tracking and communication logs
- Ensure accurate patient status and location updates
- Support rDVM communication and estimate accuracy
- Assist with euthanasia documentation professionally and compassionately
- Support client follow-ups and continuity of care
- Maintain awareness of patient flow throughout the ER
Benefits
- Medical, dental, and vision insurance
- 401(k) plan
- Paid time off
- Employee discount on services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
