Ethos Veterinary Health
Veterinary Client Patient Liaison, Emergency
Grand Terrace, CA - Full Time
About Animal Emergency Clinic (AEC)
Animal Emergency Clinic in Grand Terrace, CA is an AAHA-accredited emergency veterinary hospital with over 50 years of service to the Inland Empire community. Our dedicated and highly skilled emergency team provides outstanding after-hours care, with plans to expand to 24/7 services in the near future.
Position Overview:
We are seeking a Client Patient Liaison (CPL) to join our Emergency Department. This is a non-clinical, client-facing role ideal for someone who excels in fast-paced environments and thrives on delivering compassionate, high-quality customer service. You will serve as the primary contact for clients with pets in emergency care—providing real-time updates, supporting the intake and discharge process, and ensuring a smooth, empathetic experience during stressful moments.
Compensation:
$21.00 – $25.00/hour, depending on experience
Key Responsibilities:
Client Communication: Serve as the first point of contact for emergency clients, providing updates, guidance, and reassurance throughout their pet’s visit.
Patient Flow Support: Assist with managing the flow of emergency patients by coordinating communication between the front desk, veterinary staff, and clients.
Customer Service: Deliver compassionate, efficient, and solution-oriented service during emotionally charged situations.
Documentation: Maintain accurate records of client communication and patient updates using hospital software.
Billing & Estimates: Provide clients with treatment estimates, process payments, and assist with basic billing and insurance-related questions.
Triage Assistance (Non-Clinical): Direct urgent cases to clinical staff appropriately, ensuring immediate attention to critical patients.
Collaboration: Work closely with ER veterinarians, technicians, and client service representatives to maintain seamless client and patient experiences.
What You Bring:
- Previous experience in a veterinary customer service setting
- Strong interpersonal and communication skills—verbal, written, and empathetic
- Ability to multitask in a fast-paced, emotionally charged environment
- Familiarity with veterinary practice management software and/or EMRs (preferred)
- High level of professionalism, integrity, and discretion with confidential information
- Calm, compassionate demeanor with a proactive and team-focused mindset
Schedule:
Full-time, including evening, weekend, and holiday shifts
Working Conditions:
Exposure to emotionally sensitive situations and urgent care scenarios
Benefits (Full-Time):
- Medical, dental, vision, life, and disability insurance
- Health savings account
- 401(k) retirement plan
- Paid time off
- Uniform allowance
- VetBloom access – RACE-approved CE and learning platform
- Opportunities for growth and advancement in a supportive environment
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
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. PM19
