Client Patient Liaison, Veterinary Medicine

Emergency Liaison Concierge 

Grand Terrace, CA

Job Type: Full-time
Schedule: 5 x 8-hour shifts (Day or Swing)
Availability: Must have full flexibility including days, swing shifts, weekends, and holidays
Compensation: $21–$25/hour DOE or $27–$32/hour with active RVT license

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.

Responsibilities

Client Communication & Support

• 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

Treatment Plan Coordination

• 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

Triage & Intake Support

• 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

Qualifications

• Required: 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