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About the Role

Liaisons serve as the vital communication link between doctors and clients, handling client communications, supporting the doctor's schedule, and managing administrative tasks. This role is crucial for maintaining efficient hospital operations and ensuring excellent client care.

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, following AVES standards.
• 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 other staff members when unsure of 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 for the role.

Skills

• Veterinary experience is preferred.
• Fluency in multiple languages a plus.

Location

• Austin, TX

Work Type

• Full Time

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

About the Company

• Austin Veterinary Emergency & Specialty (AVES) has recently expanded—adding new doctors, enhancing our services, and growing our departments—now operating in our brand-new, state-of-the-art 45,000 sq. ft. hospital.
• We’re seeking highly skilled, self-motivated, and team-oriented professionals who are passionate about delivering exceptional care in advanced veterinary medicine.
• 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.
• As a thriving 24/7/365 veterinary hospital, we offer a comprehensive range of specialty services including Emergency & Critical Care, Internal Medicine, Surgery, Neurology, Cardiology, Diagnostic Imaging, Interventional Radiology—and now, an exciting addition: a fully integrated Oncology Cancer Center, providing both medical and radiation oncology.
• AVES has officially relocated to a brand-new, 45,000 square foot, state-of-the-art facility just 2.6 miles from our original location.
• Our core values—Kindness, Integrity, Collaboration, and Consistency—are at the heart of everything we do, guiding us in delivering top-tier medical care and an exceptional client experience.
• We are also deeply committed to the growth of our team, offering a robust on-site Education Program designed to support ongoing learning and hands-on training for our support staff.
• Ethos Veterinary Health, part of the NVA Group, is where you come to practice world-class medicine, and help shape what veterinary care becomes next.
• Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day.
• You’ll work alongside respected veterinary leaders in academic-caliber hospitals designed for learning, teaching, and discovery.
• Here, mentorship is a two-way street.
• You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally.
• At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

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 based on qualifications, competence, merit, and business need.