Client Services Liaison

Job Title: Client Services Liaison

Southern Oregon Veterinary Specialty Center (SOVSC), located in Central Point, Oregon, is the premier 24/7 Specialty Emergency veterinary hospital serving a 250-mile radius. Our team includes board-certified specialists in Surgery, Emergency and Critical Care, Internal Medicine, and more. With advanced capabilities like blood transfusions, chemotherapy, and complex surgical procedures, we offer comprehensive, compassionate care to pets and their families.

Our mission is to support the special bond between pets and their humans by providing expert care and guidance during every step of their journey with us. We are seeking individuals with strong communication skills, critical thinking abilities, and a genuine passion for helping others to join our Client Services Liaison team. If you thrive in a fast-paced environment and enjoy making a difference, we want to hear from you!

Job Summary:

The Client Services Liaison plays a pivotal role in facilitating clear and effective communication between clients, veterinarians, and hospital staff. This role is primarily responsible for facilitating financial conversations, responding to client inquiries, and providing vital administrative support to the veterinary team. In close collaboration with the Veterinarian team, the Client Services Liaison proactively anticipates both team and client needs, ensuring smooth day-to-day operations while maintaining a clean and organized environment. In addition to client communication and administrative duties, this position also supports occasional patient care tasks as needed and directed.

Open Shift:

• Full-Time, Non-Exempt
• Monday - Wednesday & Bi-Weekly Thursday's (Swing Shift)
• While we are currently hiring for the shift listed above, applicants should be aware that schedules may change based on hospital needs.

Key Responsibilities:

As a Client Services Liaison, you will act as a vital connection between clients and our veterinary team, ensuring seamless communication and support. Key duties include:

• Understanding and engaging in all Client Services department roles, including Client Services Liaison and Client Services Representative roles.
• Providing proactive team support by anticipating needs, preparing paperwork, and coordinating scheduled appointments.
• Communicating directly with clients (in-person, over the phone, and via email/text) to provide updates, answer inquiries, and coordinate visitation scheduling.
• Assisting veterinarians with exam room management, client movement, and updates on pet status, medical, and financial information.
• Collaborating with DVM and Pharmacy teams to ensure discharged medications and paperwork are ready for client review.
• Presenting treatment plans and supporting payment processing activities, including deposits, payments, and refunds.
• Monitoring and maintaining the hospital’s communication board and ensuring prompt responses to messages.
• Ensuring clients receive accurate financial updates at least once per shift and updating deposit requirements or payment agreements accordingly.
• Document management and distribution, such as care authorizations, condition-specific forms, discharge information, and clinical summaries.
• Assisting in pharmacy preparation and verification of medications under DVM supervision.
• Communicating lab results, radiology updates, and patient information to clients as directed by the DVM.
• Maintaining a clean and organized environment, following hospital cleaning protocols for workspaces, equipment, and patient areas.

Additional Responsibilities:

• Assisting with patient handling, restraint, passing equipment, and gathering tools as needed during procedures.
• Supporting the veterinary team in taking radiographs, ensuring compliance with hospital safety protocols and using proper protective equipment.
• Ensuring proper handling of contagious cases, following isolation and sanitation protocols to prevent exposure.
• Assisting with patient comfort, including cleaning bedding, walking stable dogs, and feeding patients as directed.
• Completing send-out lab requisitions accurately and ensuring they are properly communicated to the lab team.

The Ideal Candidate:

We are looking for someone who:

• Excels in interpersonal communication and thrives in a team-oriented environment.
• Is empathetic and capable of handling sensitive situations with professionalism.
• Demonstrates the ability to multi-task in a busy, fast-paced setting.
• Has at least one year of customer service experience; veterinary office experience is a plus but not required.
• Has a general understanding of veterinary terminology and medications.
• Is open to learning, adaptable, and eager to contribute.
• Can work weekends and holidays (with generous differentials and holiday pay).
• Takes full ownership of all job responsibilities, including administrative functions, skill requirements, and working conditions.

Willing to Train:

At SOVSC, we value potential and are willing to train the right candidate who demonstrates enthusiasm, a strong work ethic, and a willingness to learn. If you are missing some of the listed skills or qualifications but are eager to grow in this role, we encourage you to apply. We are committed to providing the training and support needed to help you succeed in this position.

Skills and Qualifications:

• Proficiency in veterinary software systems such as EzyVet and SmartFlow for managing scheduling, documentation, and invoicing is preferred but not required.
• Strong customer service skills, including greeting clients, assisting with medical services, and answering calls with care and empathy.
• Completion of State and Federally required Radiation Safety Training provided by the facility.
• Ability to communicate effectively with clients, veterinarians, and technicians, knowing when to escalate issues or involve other team members.
• Competence in safely handling and restraining animals, especially large or difficult patients.
• The ability to maintain a clean and organized work environment by following cleaning protocols.

Education & Experience

• A minimum of one year of customer service experience is required, with experience in a veterinary or medical office preferred.
• Experience with cash handling, accounting, or financial management is preferred but not required.
• A high school diploma or equivalent is required, and additional training or certification in veterinary assistance or client services is a plus.

Benefits:

• Uniform Reimbursement
• Generous Shift Differentials for weekends and overnight shifts (up to $5.00/hour additional pay)
• Paid Time Off (PTO) and Sick Leave Accrual
• Significant Employee Pet Discount (up to 75% off services free vaccines)
• 100% Tuition Reimbursement for Penn Foster Veterinary Technology program after one year of service
• 401(k) with Employer Match
• Comprehensive Medical, Dental, and Vision Insurance
• Disability and Life Insurance
• Ancillary Benefits and More!

Working and Physical Conditions

• Working conditions are normal for a veterinary hospital.
• The noise level is moderate to high and includes business machines, medical equipment and patient barking/howling.
• Work involves frequent lifting of patients and inventory up to 40 pounds.
• Work involves frequent squatting, bending, pushing and pulling.
• Equipment operations may require the use of personal protective equipment (PPE) to include but not limited to nitrile gloves.

Join Our Team:

This position is open to both internal and external applicants.

ALL APPLICANTS MUST BE 18 OR OLDER TO QUALIFY

Southern Oregon Veterinary Specialty Center is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We comply with all federal, state, and local laws prohibiting discrimination and harassment.

Applicants with disabilities may request reasonable accommodation during the application process as needed. Please contact our Human Resources representative for assistance.

Your application will remain active for 90 days. If you are not selected within this time frame and wish to remain under consideration, you must submit a new application.

Thank you for considering a career with Southern Oregon Veterinary Specialty Center. We look forward to welcoming you to our compassionate and dedicated team!