ER Client Patient Liaison

Client Patient Liaison – Emergency DepartmentAdvanced Veterinary Specialists – Santa Barbara, CA Who We Are:Advanced Veterinary Specialists (AVS) is a leading 24-hour emergency and specialty veterinary hospital in Santa Barbara. Our expert team of veterinarians and support staff provide high-quality care across emergency, internal medicine, surgery, oncology, and critical care services. We are committed to excellence, compassion, and a collaborative team culture that supports both our clients and each other. Position Overview:We are seeking a Client Patient Liaison (CPL) to join our Emergency Department. This is a non-clinical, client-facing role ideal for someone who excels in fast-paced environments and thrives on delivering compassionate, high-quality customer service. You will serve as the primary contact for clients with pets in emergency care—providing real-time updates, supporting the intake and discharge process, and ensuring a smooth, empathetic experience during stressful moments. Compensation: $21.00 – $25.00/hour, depending on experience Key Responsibilities: Client Communication: Serve as the first point of contact for emergency clients, providing updates, guidance, and reassurance throughout their pet’s visit. Patient Flow Support: Assist with managing the flow of emergency patients by coordinating communication between the front desk, veterinary staff, and clients. Customer Service: Deliver compassionate, efficient, and solution-oriented service during emotionally charged situations. Documentation: Maintain accurate records of client communication and patient updates using hospital software. Billing & Estimates: Provide clients with treatment estimates, process payments, and assist with basic billing and insurance-related questions. Triage Assistance (Non-Clinical): Direct urgent cases to clinical staff appropriately, ensuring immediate attention to critical patients. Collaboration: Work closely with ER veterinarians, technicians, and client service representatives to maintain seamless client and patient experiences. What You Bring: Previous experience in a veterinary, healthcare, or high-volume customer service setting Strong interpersonal and communication skills—verbal, written, and empathetic Ability to multitask in a fast-paced, emotionally charged environment Familiarity with veterinary practice management software and/or EMRs (preferred) High level of professionalism, integrity, and discretion with confidential information Calm, compassionate demeanor with a proactive and team-focused mindset Schedule: Full-time, including evening, weekend, and holiday shifts as needed Working Conditions: Exposure to emotionally sensitive situations and urgent care scenarios Benefits (Full-Time): Medical, dental, vision, life, and disability insurance Flexible spending accounts 401(k) retirement plan 3 weeks of accrued paid time off Uniform allowance VetBloom access – RACE-approved CE and learning platform Opportunities for growth and advancement in a supportive environment Join our team and help support clients through some of the most important moments in their pets’ lives. Apply today and make a difference at Advanced Veterinary Specialists. 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.