Job Summary:  The Client Liaison is responsible for providing support to the client service representatives in relation to client matters including providing clients with updates on their pets, making clients feel comfortable while at Owl Creek Veterinary Hospital, non-routine post visit callbacks, as well as other administrative and hospital floor duties. Essential Duties and Responsibilities (The essential functions and major responsibilities listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position. Duties and responsibilities are also subject to change by the employer as the needs of the employer and requirements of the job change.)

•Work directly with the DVM team to aid in all client related matters. Including returning phone calls, answering client questions, relaying simple lab-work results (with DVM permission), and following up when necessary to ensure no clients concerns or questions go unresolved.

•Assist more time consuming clients during the check-in process, including assisting with paperwork, answering questions about assistance funds, and explaining the triage process.

•Assist client in resolving conflict, or answering questions.

•Work with the management team to enhance the client experience.

•Act as a “hospital concierge” during the entire process, helping with paperwork, providing detailed explanation of treatment plans, and answering any questions they may have.

•Proactively monitor clients in the lobby and ensure clients who are emotional are roomed to have a more private discussion about their pet family member.

•Take primary responsibility for room checks, updating hospital staff and ensuring clients are not forgotten in exam rooms.

•Help facilitate the smooth operation of the client visit by acting as a liaison between the client and patient care teams.

•Work with all hospital departments to avoid or limit patient care delays and communicate these delays to clients in a timely manner.

•When needed, help CSR team with answering phones, checking in and out patients, and other duties.

•Perform daily patient callbacks for patients of more complicated cases that require extra time/feedback and document the outcome in the patient’s chart accordingly.

•Assist clients with financial concerns on options available to them. When needed assist hopsital staff by checking-out appointments and scheduling rechecks.

This position requires extensive pre-exisiting veterinary medical knowledge and requires someone comfortable talking to and educating clients on medical conditions and next steps as determined by the DVM. 

The pay range is $16-$20 depending on experience.