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Veterinary Client Patient Liaison, Emergency

Veterinary Client Patient Liaison, Emergency

Ethos Veterinary HealthGrand Terrace, CA, US
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Client Patient Liaison (CPL)

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 careproviding 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, healthcare, or high-volume customer service setting
  • Strong interpersonal and communication skillsverbal, 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

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    Patient Liaison • Grand Terrace, CA, US