Description

Veterinary Client Care Liaison - Specialty

Austin, TX

Full-Time

Compensation negotiable based on credentials and experience with an hourly pay rate starting at $24 - $27/ hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.

Pet Specialists of Austin, a Thrive Pet Healthcare partner, is looking for a skilled Client Care Liaison to join our dedicated specialty team. As part of our hospital, you'll gain access to specialized resources, career development opportunities, and the support of a nationally connected network-while enjoying the close-knit feel of a local practice.

Opened in 2021, Pet Specialists of Austin is a 24-hour emergency and specialty referral hospital committed to investing in the growth and success of its team. We proudly serve the Austin area with high-quality care in emergency and critical care, neurology, surgery, internal medicine, and oncology. Our workplace fosters emotional intelligence, collaboration, and a strong work/life balance, ensuring a positive environment for both patients and team members.

Job Summary

Actively communicate between the clinical team and pet parents to enhance hospital efficiency and deliver high quality patient and client care, both in person and on the phone.

Qualifications:

• Minimum of 3 years experience as a Veterinary Technician/Assistant required
• Veterinary Emergency or Specialty experience highly preferred
• Minimum of 3 years customer service experience required
• Emotionally intelligent and compassionate
• Excellent written and verbal communication skills
• Strong organizational skills
• Ability to multi-task in a fast paced environment
• Detail oriented
• Self motivated and team contributor

Core Job Duties

Include but are not limited to:

Client communication

• Discussing estimates and payment options with clients in hospital and over the phone
• Providing billing updates via phone for hospitalized patients
• Answering medical questions as needed under the direction of the veterinarian
• Coordinating hospitalized patient/pet parent visits
• Communicating with pet parents to provide patient updates
• Communicating with pet parents for laboratory result updates under the direction of the veterinarian
• Coordinating patient transfer to specialty services

rDVM communication

• Giving updates to rDVM regarding their hospitalized patients, either by phone or by emailing clinical summaries

Patient discharges

• Reviewing discharge instructions for hospitalized patients with DVMs
• Reviewing discharge instructions with clients
  • Reviewing medications and side effects with clients
• Ensuring client’s questions and concerns are appropriately addressed
• Ensuring clinical summaries are created and shared online to rDVM

Providing knowledgeable information to clients in:

• Available services, including specialty appointments
• Precisely dispensing pharmaceuticals
• Monitoring lab result return and notifying DVM(s) of results.

Finances

• Reviewing hospital charges, auditing for double or missed charges
• Ability to thoroughly explain hospital charges to clients: why they are charged and how charging is determined
• Assisting with outpatient charges
• Audits current charges against payments, and collects payments where necessary

Other

• Assisting with CSR duties as needed (answering phones, check-in/out)
• Assisting with patient care as needed
• Assisting with cleaning as needed
• Actively participate in patient rounds
• Attend staff and department meetings

Benefits - our care in action

Thrive offers a suite of benefits to support team members’ emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:

• 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
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

About Thrive:

Thrive Pet Healthcare is one of the first veterinary services offering a comprehensive continuum of care for pets’ primary, specialty, and acute needs. Through a nationwide community of over 360 veterinary providers, and an industry-leading membership program, Thrive Pet Healthcare provides personalized, accessible care through every stage of a pet’s life and health. Founded by veterinarians, the organization provides industry-first benefits for practice staff while elevating privately held veterinary hospitals with innovative service and technology solutions. By focusing on the needs of care providers and professional collaboration, Thrive Pet Healthcare is supporting the well-being of the industry and raising the national bar for veterinary excellence.

Thrive Pet Healthcare is united by our mission to create the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. We exist to nurture both pets and people through meaningful relationships and exceptional veterinary care.

Our Support Office teams power that mission by supporting our hospitals through operational excellence, innovative programs, people-centered culture, and forward-thinking business solutions - all while having plenty of fun along the way.

We nurture pets & people through meaningful relationships and exceptional pet care-and we are united by a shared set of values.

• Service - delivering exceptional service
• Empathy - leading with care
• Accountability - achieve meaningful outcomes
• Joy - be a source of light
• Exploration - learn to fuel growth
• Team - connect for success

At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.

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