Client Services Liaison

Overview

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!

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.

• 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 work spaces, equipment, and patient areas.

• 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.

• 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…