ER Client Patient Liaison

Client Patient Liaison – Emergency Department
Advanced 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.