Veterinary Client Liaison

Ethos Veterinary Health•Estero, FL

2d•$25 - $29•Onsite

About The Position

Florida Veterinary Referral Center (FVRC) is seeking a full-time Veterinary Client Liaison to join our Clinical team in Estero, FL. This role is ideal for an experienced veterinary professional who excels at client communication, care coordination, and building trusting relationships during every stage of a patient's treatment. As the primary connection between clients and our medical team, you'll play a vital role in ensuring compassionate communication while supporting exceptional specialty and emergency patient care.

Requirements

Minimum of 3 years of veterinary experience required
Fluent English speaking and reading skills required
Proficiency with veterinary practice management software and Microsoft Office

Nice To Haves

Licensed Veterinary Technician (CVT, LVT, or RVT) preferred
Previous emergency and/or specialty veterinary hospital experience preferred
Fear Free® Certified Professional preferred
Excellent interpersonal, verbal, and written communication skills
Strong organizational and time management abilities, ability to prioritize multiple responsibilities in a fast-paced hospital environment
Professional demeanor with exceptional integrity and confidentiality, strong conflict resolution and client service skills
Bilingual or multilingual communication skills are a plus

Responsibilities

Serve as the primary point of contact for clients with hospitalized and specialty patients.
Provide timely patient updates by phone, email, text message, and other communication platforms.
Educate clients on treatment plans, procedures, medications, post-operative care, and discharge instructions.
Translate complex medical information into clear, easy-to-understand language.
Provide compassionate emotional support throughout each patient's treatment journey.
Address client questions and concerns promptly while escalating issues appropriately.
Promote an exceptional client experience through proactive communication and follow-up.
Participate in patient rounds to remain informed of patient status and treatment plans.
Collaborate with veterinarians, Veterinary Technicians, pharmacy staff, Client Service Representatives, and specialty departments to ensure continuity of care.
Coordinate communication between Emergency and Specialty Services.
Assist with scheduling specialty appointments as needed.
Work with pharmacy staff to coordinate prescription fulfillment.
Foster effective communication between clients and the medical team.
Support hospital staff during challenging client interactions.
Identify opportunities to improve communication processes and client satisfaction.
Maintain confidentiality while demonstrating sound judgment and professionalism.
Address client concerns respectfully and professionally.
De-escalate emotionally charged situations with empathy and confidence.
Partner with hospital leadership to resolve concerns and maintain positive client relationships.
Document client communications accurately within the medical record.
Support departmental workflow and operational efficiency.
Assist with hospital initiatives focused on improving client experience and service quality.
Participate in referral relationship initiatives, quality improvement projects, and other special assignments as needed.