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About the Role

Liaisons serve as the vital communication link between our doctors and clients, handling client phone calls, emails, and questions while supporting the doctor's workflow and schedule. This role also assists with patient treatment plans and manages administrative tasks like data entry and medical record documentation. The ideal candidate is proactive, flexible, and committed to providing an outstanding client experience with a positive attitude.

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 and communicate messages to the doctor.
Contact pharmacies to process prescriptions as needed.
Ensure all communications are accurately documented in the medical record.
Support end-of-life care discussions with compassion and assist clients through arrangements.
Assist with patient admissions by reviewing estimates, completing Authorization and Release forms, and relaying doctor's orders.
Support patient discharges by preparing patients for release and escorting clients to review discharge instructions.
Provide education on postoperative/procedure care, medication instructions, and at-home treatment plans.
Review and verify client charges for accuracy.
Assist with entry of patient invoices and discounts.
Complete necessary paperwork for procedures.
Assist with importation of referring veterinarian records into EzyVet.
Document all client communications in EzyVet with name, date, and time stamp.
Elevate the client’s experience through precise follow-through and personal touches.
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.
Seek assistance from another staff member when unsure about information.

Requirements

At least 2 years of customer service experience in a medical setting is required.
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.

Skills

Client Communication
Scheduling
Data Entry
Medical Record Documentation
Administrative Support
Professionalism
Positive Energy
Client Experience
Patient-Centered Care
Proactive
Flexible
Can-do Attitude
Efficiency
Compassion
Empathetic Communication
Follow-through
Collaboration
Streamline Operations

Location

Austin, TX

Work Type

Full Time

Experience Level

2+ years of customer service experience in a medical setting

Salary/Compensations

$22-$24.50/hr.

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
Paid sick and safe leave
Public health emergency leave

About the Company

Austin Veterinary Emergency and Specialty Center (AVES) has proudly served the Austin pet community for 11 years, delivering exceptional, compassionate care when it matters most.
AVES operates a 24/7/365 veterinary hospital offering a comprehensive range of specialty services including Emergency & Critical Care, Internal Medicine, Surgery, Neurology, Cardiology, Diagnostic Imaging, Interventional Radiology, and Oncology.
The hospital has relocated to a brand-new, 45,000 square foot, state-of-the-art facility.
Core values include Kindness, Integrity, Collaboration, and Consistency.
Committed to the growth of its team, offering a robust on-site Education Program.
Ethos Veterinary Health is the premier network of over 140 specialty and emergency hospitals across North America, with a community of over 1,500 specialized doctors.
Ethos utilizes state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers.
Ethos is committed to revolutionizing veterinary medicine and sets the standard in veterinary excellence.

Equal Opportunity

Ethos is an Equal Opportunity Employer.
Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, competence, merit, and business need.