Veterinary ER Liasion

Ethos Veterinary Health•San Marcos, CA

About The Position

The ER Liaison plays a vital role in ensuring a seamless, compassionate, and well-informed experience for pet owners during emergency visits. This individual bridges communication between the emergency clinical team, the front desk, and pet owners—helping to guide them through the ER process with empathy, clarity, and efficiency. This role is a hybrid of non-clinical coordination and client service support, designed to enhance client communication, streamline treatment plan delivery, and promote charge capture accuracy.

Requirements

Client-Centric Communicator: You excel in client-facing roles, thrive in emotionally sensitive environments, and deliver exceptional service with empathy.
Organized Multitasker: You can juggle multiple priorities and stay organized under pressure, especially in fast-paced settings.
Team Player: You value collaboration and support both clinical and administrative teams to enhance the overall client experience.
Detail-Oriented Professional: You ensure records, treatment plans, deposits, and charges are completed accurately and consistently.
High school diploma or equivalent required; college coursework preferred.
2–5 years of experience in a customer service, veterinary, or hospitality setting strongly preferred.
Strong verbal and written communication skills with adaptability to various client communication styles.
Computer proficiency in MS Office and cloud-based systems; ezyVet experience a plus.
Ability to handle sensitive situations with professionalism, empathy, and discretion.

Nice To Haves

Prior experience in a veterinary hospital, medical reception, or emergency care is a strong plus.

Responsibilities

Serve as the primary non-clinical liaison for pet owners throughout the emergency visit.
Provide timely updates to clients on wait times and what to expect during their visit.
Ensure all client, referring veterinarian (rDVM), and patient information is accurately entered into ezyVet
Introduce yourself to pet owners and escort them to exam rooms when the DVM is ready.
Clearly communicate treatment plans, review financial estimates, and answer general questions.
Collect deposits in the exam room using mobile payment terminals, ensuring a seamless and efficient client experience.
Offer financing resources (CareCredit, Scratchpay, Insurance Direct) as needed and escalate concerns to the DVM appropriately.
Coordinate and communicate changes in patient status, costs, and care progression to clients and team members.
Partner with the ER DVM to gather, review, and finalize treatment plans.
Ensure plans are approved by the DVM and deposits are collected prior to treatment initiation.
Relay status updates to clinical teams once financial approval is secured.
Review invoices prior to discharge to ensure charges align with services provided.
During Criticals, greet the owner, confirm CPR status, obtain a brief history, and facilitate the Critical deposit.
Communicate critical financial or historical information to the clinical team promptly.
Adjust patient arrival times based on acuity, under DVM direction.
Confirming in Ezyvet & Smartflow, the vitals have been updated immediately after triage.
Coordinating phone triages with clinical staff & RDVM transfer calls with ER DVM.
Manage communication logs and appointment tracking in ezyVet.
Maintain accurate and up-to-date patient status flags in ezyVet to reflect each pet’s location and care status.
Ensure accuracy in rDVM records, estimates, and SmartFlow coordination.
Prepare and review euthanasia documentation with compassion and professionalism.
Assist with follow-up activities, including client callbacks and next-step planning.
Maintain awareness of each pet’s status, location, and progression through the ER visit.