Veterinary ER Liaison, AVES

Ethos Veterinary Health•Austin, TX

11d•Onsite

About The Position

Our Liaisons serve as the vital communication link between our doctors and clients. They handle client phone calls, emails, and questions while helping support the flow of the doctor’s day and keeping their schedule on track. Liaisons also assist with patient treatment plans as needed and manage key administrative tasks such as data entry and medical record documentation. This role requires an exceptionally organized and dependable individual who thrives on managing multiple priorities with professionalism and positive energy. Strong client communication skills are essential, as AVES prides itself on providing an outstanding client experience and a low-stress, patient-centered approach to care. The ideal candidate is proactive, flexible, and committed to going the extra mile for clients with a genuine “can-do” attitude. By relieving doctors of administrative work and non-technical details, liaisons improve efficiency and enhance the overall quality of patient and client care at AVES.

Requirements

At least 2 years of customer service experience in a medical setting is required
A solid employment history with proven reliability.
The ability to work independently while being self-driven and eager to grow.
A proactive mindset, always looking for process improvements and opportunities for collaboration to streamline operations.
Fluent English skills (speaking & reading) are required for the role

Nice To Haves

Veterinary experience is preferred.
fluency in multiple languages a plus

Responsibilities

Serve as the primary contact for client calls, emails, and questions.
Organize doctor schedules, including appointments, procedures, and patient flow.
Prioritize returning client calls based on urgency. Communicate messages to the doctor and clarify whether they prefer to return the call themselves or delegate the follow-up. When appropriate, return calls with the doctor’s response.
Contact pharmacies to process prescriptions as needed.
Ensure all communications are accurately documented in the medical record, following AVES standards.
Support end-of-life care discussions with compassion, assist clients through arrangements and provide empathetic communication.
Assist with patient admissions by reviewing estimates, completing Authorization and Release forms, and relaying the doctor’s immediate orders to the patient care team.
Support patient discharges by preparing patients for release in a medically appropriate state. Escort clients into the exam room to thoroughly review discharge instructions.
Provide education on postoperative/procedure care, medication instructions, and at-home treatment plans, ensuring families feel supported and confident when taking their pets home.
Review and verify client charges, ensuring accuracy.
Assist with entry of patient invoices and discounts.
Complete necessary paperwork for procedures (e.g., procedure request forms).
Assist with importation of referring veterinarian records into EzyVet, including notes, diagnostics, and imaging.
Document all client communications (phone or in-person) in EzyVet. All entries must include your name, date, and time stamp for clarity and transparency.
Elevate the client’s experience through precise follow-through and personal touches (e.g., sending photo updates during hospitalization and checking in after discharge to support a smooth recovery).
Perform follow-up calls to clients with hospitalized patients to provide updates.
Accurately and professionally convey information between the doctor and the client when the doctor is unavailable.
Recognize the limits of your knowledge — if unsure, seek assistance from another staff member rather than guessing.