ER Liaison

Ethos Discovery; Austin (TX); On-site; USD 30,000 - 34,000; Full time

Benefits offered by this job

401(k) with matching

Health, Dental, and Vision insurance

Health Savings Account / Flexible SpF

Life and Disability insurance

PTO and Holidays

Pet Discount

Professional development and tuition

Uniform stipend

Retirement plan

Job summary

Austin Veterinary Emergency & Specialty (AVES) in Austin, TX is seeking an ER Liaison to serve as the vital communication link between our doctors and clients. You will handle client calls, emails, and questions while helping manage the doctor’s day and keeping schedules on track.

The role supports patient treatment plans, data entry, and medical record documentation, with opportunities for professional growth and a comprehensive benefits package including 401(k), health insurance, PTO, and more.

Qualifications

• Minimum 2 years customer service in a medical setting.
• Veterinary experience preferred.
• Fluent English (spoken and written) required.

Responsibilities

• Serve as the primary contact for client calls, emails, and questions.
• Organize doctor schedules, including appointments, procedures, and patient flow.
• Prioritize returning client calls and relay messages to the doctor or staff.
• Coordinate prescriptions with pharmacies as needed.
• Document all client communications in the medical record per AVES standards.
• Support end-of-life discussions with compassion and client arrangements.

Skills

Customer service

Medical experience

English fluent

Independent worker

Empathetic communication

Job description

ER Liaison

$22 - $24.50/hr. | Austin Veterinary Emergency & Specialty | Austin, TX

At Austin Veterinary Emergency & Specialty (AVES), we have recently expanded—adding new doctors, enhancing our services, and growing our departments—now operating in our brand-new, state-of-the-art 45,000 sq. ft. hospital. As part of this continued growth, we’re hiring for multiple positions across departments. We’re seeking highly skilled, self‑motivated, and team-oriented professionals who are passionate about delivering exceptional care in advanced veterinary medicine.

Compensation

• $22 -$24.50/hr. based on experience

Benefits:

• 401(k) with matching
• Health, Dental, and Vision insurance
• Health Savings Account (HSA) / Flexible Spending Account (FSA)
• Life and Disability insurance
• Paid Time Off (PTO) and Holidays
• Employee Assistance Program and Discounts (including Pet Discount)
• Professional development and tuition assistance
• Uniform stipend
• Retirement plan

Schedule

• Full Time
  • Sunday - Tuesday
  • 7:00am – 7:00pm

Job Description

Our Liaisons serve as the vital communication link between our doctors and clients. They handle client phone calls, emails, and questions while helping support the flow of the doctor’s day and keeping their schedule on track. Liaisons also assist with patient treatment plans as needed and manage key administrative tasks such as data entry and medical record documentation.

Responsibilities

Client Communication & Scheduling

• Serve as the primary contact for client calls, emails, and questions.
• Organize doctor schedules, including appointments, procedures, and patient flow.
• Prioritize returning client calls based on urgency. Communicate messages to the doctor and clarify whether they prefer to return the call themselves or delegate the follow‑up. When appropriate, return calls with the doctor’s response.
• Contact pharmacies to process prescriptions as needed.
• Ensure all communications are accurately documented in the medical record, following AVES standards.
• Support end‑of‑life care discussions with compassion, assist clients through arrangements and provide empathetic communication.

Hospital Admissions & Discharges

• Assist with patient admissions by reviewing estimates, completing Authorization and Release forms, and relaying the doctor’s immediate orders to the patient care team.
• Support patient discharges by preparing patients for release in a medically appropriate state. Escort clients into the exam room to thoroughly review discharge instructions.
• Provide education on postoperative/procedure care, medication instructions, and at‑home treatment plans, ensuring families feel supported and confident when taking their pets home.

Administrative Support

• Review and verify client charges, ensuring accuracy.
• Assist with entry of patient invoices and discounts.
• Complete necessary paperwork for procedures (e.g., procedure request forms).
• Assist with importation of referring veterinarian records into EzyVet, including notes, diagnostics, and imaging.
• Document all client communications (phone or in-person) in EzyVet. All entries must include your name, date, and time stamp for clarity and transparency.
• Elevate the client’s experience through precise follow‑through and personal touches (e.g., sending photo updates during hospitalization and checking in after discharge to support a smooth recovery).

Continuity of Care

• Perform follow‑up calls to clients with hospitalized patients to provide updates.
• Accurately and professionally convey information between the doctor and the client when the doctor is unavailable.
• Recognize the limits of your knowledge — if unsure, seek assistance from another staff member rather than guessing.

Qualifications

• At least 2 years of customer service experience in a medical setting is required
• Veterinary experience is preferred.
• A solid employment history with proven reliability.
• The ability to work independently while being self‑driven and eager to grow.
• A proactive mindset, always looking for process improvements and opportunities for collaboration to streamline operations.
• Fluent English skills (speaking & reading) are required for the role; fluency in multiple languages a plus

Why Choose AVES?

• Work alongside a compassionate, dedicated team of veterinary professionals.
• Thrive in a dynamic, fast‑paced environment where no two days are the same.
• Make a direct impact on the lives of pets and their families during critical times.
• Receive continuous training and growth opportunities—we’re passionate about teaching!
• Enjoy a competitive salary and benefits package.

Why AVES?

Austin Veterinary Emergency and Specialty Center (AVES) has proudly served the Austin pet community for 11 years, delivering exceptional, compassionate care when it matters most. As a thriving 24/7/365 veterinary hospital, we offer a comprehensive range of specialty services including Emergency & Critical Care, Internal Medicine, Surgery, Neurology, Cardiology, Diagnostic Imaging, Interventional Radiology—and now, an exciting addition: a fully integrated Oncology Cancer Center, providing both medical and radiation oncology.

We’ve Moved!

AVES has officially relocated to a brand‑new, 45,000 square foot, state‑of‑the‑art facility just 2.6 miles from our original location. This expansion allows us to grow alongside our community, enhance our capabilities, and create even more opportunities for our team members to develop and thrive.

Our core values—Kindness, Integrity, Collaboration, and Consistency—are at the heart of everything we do, guiding us in delivering top‑tier medical care and an exceptional client experience. We are also deeply committed to the growth of our team, offering a robust on‑site Education Program designed to support ongoing learning and hands‑on training for our support staff.

Nearby Communities

• Austin, TX
• Round Rock, TX
• Cedar Park, TX
• Georgetown, TX
• Leander, TX
• Pflugerville, TX
• Hutto, TX
• Kyle, TX
• Buda, TX
• Lakeway, TX
• Bee Cave, TX
• Dripping Springs, TX
• Liberty Hill, TX
• Manor, TX
• Elgin, TX
• Bastrop, TX

About Ethos Veterinary Health

Ethos Veterinary Health, part of the NVA Group, is where you come to practice world‑class medicine, and help shape what veterinary care becomes next. Across our network of 140 specialty and emergency hospitals, science moves forward, standards are elevated, and innovation is put into practice every day. You’ll work alongside respected veterinary leaders in academic‑caliber hospitals designed for learning, teaching, and discovery. Here, mentorship is a two‑way street. You’ll share your expertise, learn from others, and continue to grow, clinically, professionally, and personally. At Ethos, you inspire hope, deliver exceptional care, and pursue veterinary medicine at its highest level, together.

Equal Opportunity Employer

Ethos is an Equal Opportunity Employer. Ethos does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, competence, merit, and business need.