Client Patient Liaison

Emergency Liaison Concierge

Animal Emergency Clinic | Grand Terrace, CA

Pay: $21–$25/hour DOE | $27–$32/hour with active RVT license
Schedule: Full-time | 5 x 8-hour shifts | Day or Swing
Availability: Open availability required, including weekends and holidays

Animal Emergency Clinic is looking for an experienced Veterinary Client Service professional to join our emergency hospital as an Emergency Liaison Concierge. This client-facing role serves as the communication bridge between pet owners, veterinarians, and the clinical team, helping clients navigate emergency care, treatment plans, estimates, payments, and patient updates.

If you are calm under pressure, highly organized, compassionate with clients, and comfortable working in a fast-paced veterinary emergency environment, this role offers an opportunity to make a meaningful difference in the client experience.

What’s in it for you

• Competitive hourly pay based on experience and credentials

• Higher pay range for candidates with an active Registered Veterinary Technician (RVT) license

• Full-time schedule with consistent 8-hour shifts

• Opportunity to work alongside emergency veterinarians and clinical teams

• A role with direct impact on client communication and patient flow

• Experience in a fast-paced emergency veterinary environment

In your day-to-day you will

Client Communication & Support

• Serve as the primary non-clinical point of contact for clients throughout their pet’s emergency visit

• Greet clients and escort them to exam rooms when appropriate

• Provide timely updates regarding wait times, patient status, and next steps

• Explain veterinarian-approved treatment plans and financial estimates clearly and compassionately

• Communicate changes in treatment plans, patient status, and costs

• Collect deposits using mobile payment systems

• Explain available financing options, including CareCredit and Scratchpay

• Provide general guidance regarding pet insurance

• Support clients through emotionally sensitive situations, including end-of-life care

Emergency Intake & Patient Flow

• Assist with the intake of emergency and critical patients

• Obtain brief patient histories and communicate urgent information to the clinical team

• Confirm CPR status and facilitate critical deposits when needed

• Prioritize cases under veterinary direction

• Maintain accurate patient tracking, status, and location information

• Monitor patient flow throughout the emergency department and communicate updates to the appropriate teams

• Support phone triage and referral transfers in coordination with clinical staff and ER veterinarians

• Communicate with referring veterinarians (rDVMs) as needed

Treatment Plan & Financial Coordination

• Partner with ER veterinarians to prepare and present approved treatment plans

• Confirm treatment plans have been approved before presenting them to clients

• Verify required deposits before treatment begins

• Relay client approval and payment status to the clinical team in real time

• Support accurate estimates and financial communication throughout treatment

• Review discharge invoices for accuracy

• Assist with discharge communication and client follow-up

Documentation & Continuity of Care

• Maintain accurate communication and patient tracking logs

• Support accurate medical records and patient status updates

• Assist with euthanasia documentation professionally and compassionately

• Help coordinate client follow-up and continuity of care

• Maintain clear communication between clients, veterinarians, clinical staff, and referring hospitals

Qualifications

Required:

• Previous customer service experience in a veterinary hospital, emergency veterinary clinic, or similar veterinary setting

• Strong verbal and written communication skills

• Ability to communicate calmly and compassionately with clients experiencing stressful or emotional situations

• Ability to remain organized and accurate in a fast-paced emergency environment

• Strong attention to detail and follow-through

• Ability to multitask and manage changing priorities

• Proficiency with computers and cloud-based systems

Preferred:

• 2–5 years of veterinary client service or client-facing experience

• Experience in a veterinary emergency or specialty hospital

• Active Registered Veterinary Technician (RVT) license

• Experience with ezyVet, SmartFlow, or similar veterinary practice management systems

• Experience communicating treatment plans, estimates, deposits, and financial options

• Experience with emergency intake, referral coordination, or veterinary phone triage

What makes you successful in this role

You are someone who can remain calm, compassionate, and organized when the emergency department is busy. You understand that clients may be anxious or overwhelmed and can explain complex information in a clear, supportive way. You are comfortable working closely with veterinarians and clinical teams while maintaining appropriate boundaries between client service and clinical decision-making.

You are also highly detail-oriented and understand that accurate communication, estimates, deposits, documentation, and patient tracking are essential to a smooth emergency hospital workflow.

Schedule flexibility is required. Candidates must be available to work day or swing shifts, including weekends and holidays.