Client Care Liaison

About the role

The Wisconsin Veterinary Referral Center is seeking a Full-time Client Care Liaison to join their high-performing Emergency team at their Waukesha, Wisconsin location. They are a leading 24/7 Emergency and Specialty Animal Hospital and are certified as a VECCS Level 1 Trauma Center.

Schedule and Compensation

• First shift: 7am-4pm, Wednesday, Thursday, and Friday, including every other weekend
• Some holidays required
• $19-25.00 per hour depending on experience

Benefits

• Medical - Dental - Vision
• HSA & Flexible Spending Plan Options
• Paid Time Off
• 401k + company match
• Uniform Allowance
• Veterinary Service Benefits
• CE Allowance - Short & Long-Term Disability Options
• Onsite Veterinary Social Worker available to employees & clients
• Extensive training to all new (and existing) employees with our Learning & Development Trainers to advance their skills and career
• Referral Bonuses

Qualifications

• High school diploma or equivalent
• Minimum of 2 years of experience as a veterinary technician or skilled veterinary assistant
• Confident and professional demeanor, with the ability to remain composed in a fast-paced environment
• Excellent verbal, written, and interpersonal communication skills, including the ability to effectively explain medical information, medications, and home-care instructions to clients
• Strong client service skills with a passion for helping others and building positive relationships with clients and colleagues
• Comfortable managing multiple priorities, staying organized, and taking initiative
• Ability to work independently while collaborating effectively as part of a team
• Ability to safely handle pets and assist with restraint when necessary
• Proficient with computers and basic keyboarding skills
• Knowledge of veterinary medical terminology, medication handling, lab sample management, prescriptions, and aftercare instructions preferred
• Previous experience with client communication, including answering phones and interacting with clients in person
• Ability to stand and walk for the duration of the shift
• Fluent English skills (speaking and reading) are required; fluency in additional languages is a plus

What you'll do

• Collaborating with Veterinarians: Work with the department and Veterinarians to maximize department schedule efficiency
• Communication: Accurately receive, relay, and distribute phone, fax, voice mails and email messages, ensuring prompt responses and follow-ups
• Client Interaction: Follow up with clients on their current pets condition at home and provide updates to Veterinarian to determine proper course of treatments
• Estimate & Financial Coordination: Confirming that financial estimates have been signed and deposits completed prior to the appointment date
• Patient Information: Support the department by requesting and obtaining medical records prior to appointments, ensuring that all patient information needed is obtained. Communicating with department to relay when medical records have been received
• Prescription Support: Assist with prescription fulfillment and coordinate patient releases in collaboration with the technician team
• Follow-Up Care: Answer client calls, provide aftercare instructions, and explain follow-up care and medications
• Team Support: Work closely with the Client Service Specialists to ensure a seamless experience for clients