Job Description

Emergency Liaison Concierge

Grand Terrace, CA

Job Type: Full-time
Schedule: 4 x 10-hour shifts (Day or Swing)
Availability: Must have full flexibility including days, swing shifts, weekends, and holidays
Compensation: $21–$25/hour DOE or $27–$32/hour with active RVT license

Animal Emergency Clinic is dedicated to providing compassionate, high-quality emergency veterinary care. We are seeking a strong client-focused professional to join our team as an Emergency Liaison Concierge (ER Liaison). This role is essential in ensuring a smooth, supportive, and well-communicated experience for pet owners during emergency visits.

The ER Liaison serves as the primary non-clinical communication bridge between pet owners, veterinarians, and hospital staff. This role supports client understanding, treatment plan coordination, financial communication, and patient flow management in a fast-paced emergency setting.

You will play a key role in ensuring clients are informed, supported, and guided through every step of their pet’s emergency care experience.

Responsibilities

Client Communication & Support

• Serve as the primary non-clinical liaison for pet owners during emergency visits
• Provide real-time updates on wait times, patient status, and care expectations
• Greet and escort clients to exam rooms when appropriate
• Communicate treatment plans and financial estimates clearly and compassionately
• Collect deposits using mobile payment systems
• Present financing options such as CareCredit, Scratchpay, and pet insurance guidance
• Provide ongoing updates regarding patient status and cost changes

Treatment Plan Coordination

• Partner with ER DVMs to prepare and present treatment plans
• Ensure all treatment plans are approved prior to client presentation
• Confirm deposit collection prior to treatment initiation
• Relay approval status to clinical teams in real time
• Review discharge invoices for accuracy

Triage & Intake Support

• Assist with intake of emergency and critical patients
• Obtain brief patient histories and communicate urgent information to clinical staff
• Confirm CPR status and facilitate critical deposits when needed
• Prioritize cases under DVM direction
• Coordinate phone triage and referral transfers with clinical staff and ER DVM
• Maintain patient tracking and communication logs
• Ensure accurate patient status and location updates
• Support rDVM communication and estimate accuracy
• Assist with euthanasia documentation professionally and compassionately
• Support client follow-ups and continuity of care
• Maintain awareness of patient flow throughout the ER

Qualifications

• Required: Experience in customer service within a veterinary hospital or emergency clinic
• 2–5 years of client-facing experience preferred
• Strong communication and interpersonal skills
• Ability to work efficiently in high-pressure, emotionally sensitive environments
• Highly organized with strong attention to detail
• Proficiency with computers and cloud-based systems (ezyVet/SmartFlow experience a plus)
• Ability to work full schedule flexibility including days, swing shifts, weekends, and holidays
• Compassionate and client-focused communicator
• Calm and effective under pressure
• Strong multitasker in a fast-paced environment
• Team-oriented with a collaborative mindset
• Detail-driven with commitment to accuracy and follow-through

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.