Veterinary Client Service Representative - Emergency & Critical Care Client Liaison

About the role

Pet Emergency and Specialty Center – East County is a large multispecialty and emergency veterinary hospital located in La Mesa focusing on providing exemplary specialty and emergency care to our community. We are open 24/7. Serving La Mesa, El Cajon, Spring Valley, and San Diego.

Key Role Responsibilities

• Provides exceptional client service in person and by phone.
• Reviews estimates with client and discusses financial commitments and payment options in the hospital and over the phone.
• Ability to thoroughly explain hospital charges to clients.
• Answers medical questions as needed under the direction of the veterinarian.
• Ensures client questions and concerns are appropriately addressed.
• Responsible for consistently monitoring patient status and proactively relaying information to clients both in person and by phone.
• Captures and coordinates communication between departments referring veterinarians (rDVMs) and clients, including transfers within the department.
• Provides updates to referring veterinarians regarding hospitalized patients via phone or emailed clinical summaries.
• Reviews discharge instructions with clients.
• Precisely dispenses pharmaceuticals and reviews medications and potential side effects with clients.
• Maintains positive, cooperative relationships with employees, veterinarians, referring veterinarians, and clients.
• Conducts post-hospitalization follow-up calls to ensure patients are doing well and answers medical questions under the guidance of a veterinarian.
• Reviews discharge instructions for hospitalized patients with veterinarians.
• Aid in outpatient charges.
• Facilitate inpatient and hospitalized ER patient visits.
• Has a comprehensive understanding of each medical specialty and knows the primary staff members and doctors within each service.
• Troubleshoots and follows up on issues as they arise, seeking assistance when necessary while taking ownership of facilitating resolution.
• Provides billing updates for hospitalized patients and collects payments.
• Reviews hospital charges and audits for duplicate or missed charges.
• Reviews charges against payments and collects outstanding balances when necessary.
• Aids in maintaining accurate billing and financial records.
• Captures and coordinates workflow and communication across departments to support efficient patient care and service delivery.
• Ensures timely transfer of information between clinical services, clients, and referring veterinarians.

Requirements

• 3+ years of customer service experience in the field of veterinary medicine required.
• Experience as a veterinary assistant or veterinary technician preferred.
• 2+ years of Emergency and Critical Care Experience in the veterinary field preferred.
• High school diploma or equivalent.
• EzyVet Experience preferred.

Skills

• Highly organized and detail-oriented.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to multitask and prioritize effectively.
• Proficient in Microsoft Office Suite.

About The Hospital

Pet Emergency and Specialty Center – East County is a large multispecialty and emergency veterinary hospital located in La Mesa focusing on providing exemplary specialty and emergency care to our community. We are open 24/7. Serving La Mesa, El Cajon, Spring Valley, and San Diego.

Benefits

• Competitive pay.
• 401(k) with employer match.
• Mental health resources, including 24/7 access to Lyra Health.
• Paid parental leave.
• Purr-ental leave for when you adopt a pet.
• Employer-sponsored childcare and elder care.
• Personalized care for every family-forming journey.
• Free CE courses.
• Pet Perks and veterinary service discounts.
• Student loan management tools and assistance.

Compensation

Compensation negotiable based on credentials and experience with a hourly pay rate starting at $22-$26/ hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This pay rate includes shift differential pay.

About Thrive Vet-founded and Austin-born, Thrive Pet Healthcare has expanded to over 380 partner hospitals nationwide, united by a mission to shape the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners.

Support for you is as vital as the support you provide. You’ll Thrive With Us

Skills

• At Thrive, you have the opportunity to develop your career in a way that best suits your goals.
• You can build your skills and earn credentials through:
• Our vast, diverse, and free library of continuing education courses- ThriveULive, virtual interactive workshops to develop valuable leadership skills.
• A program designed to teach you the fundamentals of running a pet hospital.
• Scholarship opportunities and tuition reimbursement.
• Move into any specialty, hospital type, or environment- across the nation.
• Ledgers training for a thriving and long career in the veterinary profession.