ER Liaison

About the role

Austin Veterinary Emergency & Specialty (AVES) is expanding and is seeking a highly skilled, self-motivated, and team-oriented ER Liaison to join our dynamic team. This position serves as the vital communication link between our doctors and clients.

Responsibilities

• Serve as the primary contact for client calls, emails, and questions.
• Organize doctor schedules, including appointments, procedures, and patient flow.
• Prioritize returning client calls based on urgency. Communicate messages to the doctor and clarify whether they prefer to return the call themselves or delegate the follow-up.
• Contact pharmacies to process prescriptions as needed.
• Ensure all communications are accurately documented in the medical record, following AVES standards.
• Support end-of-life care discussions with compassion, assist clients through arrangements, and provide empathetic communication.
• Assist with patient admissions by reviewing estimates, completing Authorization and Release forms, and relaying the doctor’s immediate orders to the patient care team.
• Support patient discharges by preparing patients for release in a medically appropriate state. Escort clients into the exam room to thoroughly review discharge instructions.
• Provide education on postoperative/procedure care, medication instructions, and at-home treatment plans, ensuring families feel supported and confident when taking their pets home.
• Assist with administrative tasks such as reviewing and verifying client charges, assisting with entry of patient invoices and discounts, completing necessary paperwork for procedures, and assisting with importation of referring veterinarian records into EzyVet.
• Document all client communications (phone or in-person) in EzyVet. All entries must include your name, date, and time stamp for clarity and transparency.
• Elevate the client’s experience through precise follow-through and personal touches (e.g., sending photo updates during hospitalization and checking in after discharge to support a smooth recovery).
• Perform follow-up calls to clients with hospitalized patients to provide updates.
• Accurately and professionally convey information between the doctor and the client when the doctor is unavailable.
• Recognize the limits of your knowledge — if unsure, seek assistance from another staff member rather than guessing.

Qualifications

• At least 2 years of customer service experience in a medical setting is required.
• Veterinary experience is preferred.
• A solid employment history with proven reliability.
• The ability to work independently while being self-driven and eager to grow.
• A proactive mindset, always looking for process improvements and opportunities for collaboration to streamline operations.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus.

Benefits

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

Schedule

Full Time- Sunday - Tuesday
7:00am – 7:00pm

Pay

$22 - $24.50/hr.