Client Patient Liaison, Veterinary Medicine

Grand Terrace, CA

Full Time

Emergency

Mid Level

Emergency Liaison Concierge

Grand Terrace, CA

Job Type: Full-time
Schedule: 4 x 10-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

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Preferred Name?*

City*

State*

Are you 18 years of age or older?*

Will you now or in the future require sponsorship for employment VISA status?*

Are you a current or previous employee of NVA/ETHOS? If so, please provide the hospital name, location, dates, and direct Manager.*

Were you referred by a current employee? If yes, please provide their name.*

Many of our locations operate 24/7, what days and hours are you available to work?*

Would you be available to work overtime if necessary?*

What would your commute time look like and are you confident this would be sustainable?*

Are you able to perform the essential functions of the position for which you are applying, either with or without accommodation? (Note: we comply with the Americans with Disabilities Act and consider reasonable accomodation measures that may be necessary for eligible applicants/employees to perform essential functions.*

Desired compensation*

Available start date?*

How many years of experience do you have in veterinary medicine?*

Are you a current legal Veterinary Technician (CVT, LVT, RVT, etc...)*

Other certifications?

As part of our hiring process we conduct professional reference and FCRA compliant background checks. More information regarding our background check process will be shared with candidates who advance to that phase of our screening. It is the policy of ETHOS to afford equal opportunities for all qualified persons, regardless of their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law (sometimes referred to, collectively, as "protected characteristics). I understand

By checking this box, you acknowledge and consent to terms in the privacy policy which applies to the applicant tracking service being offered by Jazz on behalf of ETHOS. The privacy policy offers an explanation of how and why your data will be collected, how it will be used and disclosed, how it will be retained and secured, and what legal rights are associated with that data (including rights of access, correction, and deletion). The policy also describes legal and contractual limitations on these rights. The specific rights and obligations of individuals living and working in different areas may vary by jurisdiction.* I have read and agree to this statement

Human Check*

Submit Application