The Communication Bridge
We are seeking a highly skilled Client Services Liaison to join a privately owned, specialty surgery and advanced imaging hospital intentionally designed for precision, efficiency, and exceptional patient and client care. This is not a traditional front desk position. This role serves as the communication bridge between surgical team, referring veterinarians, and pet families in a focused, appointment-based specialty environment.
This position is specifically for a Client Services professional who thrives in a specialty setting, understands the emotional intensity of surgical medicine, and can communicate with clarity, empathy, and professionalism. You will coordinate client communication before, during, and after procedures while ensuring seamless scheduling, financial clarity, and a high-touch client experience that reflects the sophistication of specialty surgical care.
Client Experience & Communication
- Greet clients and patients professionally and warmly upon arrival
- Guide clients through surgical admissions and discharge processes
- Review treatment plans and financial estimates with clarity and confidence
- Provide pre-operative and post-operative instructions in alignment with clinical protocols
- Maintain timely, compassionate communication during procedures
- Support grieving or anxious clients with empathy and professionalism
Surgical Coordination & Case Flow
- Coordinate surgical scheduling with technical and doctor teams
- Ensure records, referrals, diagnostics, and estimates are complete prior to surgery
- Confirm appointments and manage specialty-level case flow
- Liaise with referring veterinarians to ensure seamless communication
- Maintain accuracy in medical record documentation and invoicing
Financial & Administrative Excellence
- Process invoices and payments accurately
- Communicate financial policies clearly and professionally
- Maintain confidentiality and compliance with hospital standards
- Support 100 percent collection goals while maintaining compassion
- Monitor reminders, follow-ups, and recheck scheduling
We are building a team of professionals who operate at a specialty level both administratively and behaviorally.
The ideal Client Services Liaison
- Demonstrates emotional intelligence in high-stress situations
- Communicates with confidence, warmth, and professionalism
- Maintains composure when handling complex or emotional conversations
- Practices discretion and strict confidentiality
- Shows initiative and anticipates needs
- Takes ownership of client experience from first contact to discharge
- Models teamwork and avoids workplace drama
- Is organized, detail-oriented, and dependable
- Maintains a calm presence in a fast-paced surgical environment
This role requires maturity, compassion, and accountability.
- Minimum 3 to 5 years of experience in veterinary client services, specialty preferred
- Strong understanding of veterinary terminology and surgical workflow
- Excellent verbal and written communication skills
- Ability to multitask while maintaining accuracy
- Proficiency with practice management software
- Commitment to professional growth and continuing education
Preferred but not required
- Specialty or referral hospital experience
- Experience discussing treatment plans and financial estimates
- Background in medical coordination or case management
We believe specialty-level service deserves specialty-level support.
- Competitive hourly compensation based on experience
- Health insurance
- 401K
- Paid time off
- Paid holidays
- Predictable daytime schedule
- No overnight shifts
- No holiday shifts
- Privately owned, non-corporate culture
This is not a traditional front desk position. This is a client liaison role within a purpose-built specialty surgical hospital. You will not be juggling routine vaccine appointments. You will be supporting advanced surgical cases and working closely with surgeons and technicians in a highly organized, appointment-based system.
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