Veterinary Client Care Liaison

Thrive Pet Care; Austin (TX); On-site; USD 33,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

401(k) with employer match

Mental health resources

Paid parental leave

Pet care discounts

Job summary

Thrive Pet Healthcare is seeking a Veterinary Client Care Liaison for our Emergency Department in Austin, TX. This role bridges the veterinary team and pet parents, explaining treatment estimates and discharge plans while maintaining compassionate client service.

You will handle updates on care and billing, coordinate appointments, and support hospital operations. A veterinary background with strong communication and empathy is essential for patient-centered care.

Qualifications

• High school diploma or GED required.
• At least 3 years of experience as a veterinary technician or veterinary assistant.
• Emergency or specialty vet med experience preferred.
• At least 3 years of customer service experience required.
• Excellent written and verbal communication skills under clinical direction.
• Compassionate, personable approach for sensitive client conversations.
• Strong organization and ability to manage competing priorities in a fast-paced hospital.
• Initiative and dependable follow-through in teamwork.

Responsibilities

• Connect with pet parents and clinical team in person or by phone; share patient updates and answer questions.
• Explain care standards, services, estimates, payment options, and billing updates.
• Coordinate pet parent visits, transfers to specialty services, and appointments.
• Track lab results and relay them to clients as directed by the veterinarian.
• Explain discharge plans, home care, medications, and possible side effects.
• Prepare and dispense prescribed medications under veterinary direction.
• Update referring veterinarians by phone or email and share clinical summaries.
• Audit hospital charges and reconcile with payments.
• Support daily hospital operations: phones, check-in/out, cleaning, rounds, meetings, and more.

Skills

Communication

Customer service

Empathy

Attention to detail

Education

High school diploma or GED

Licensed Veterinary Technician (LVT) preferred

Job description

Veterinary Client Care Liaison - Emergency Department

Pet Specialists of Austin | Austin, TX

Compensation is negotiable based on experience and credentials, with an expected starting range of $24-27/hour. The final pay will carefully consider a wide range of factors including your skills, qualifications, experience, and location.

Schedule: full-time Sunday-Tuesday or Thursday-Saturday 7:30am-8pm

About You

Bring your veterinary experience to a role centered on connection, communication, and continuity of care. As a Veterinary Client Care Liaison in the Emergency Department, you'll bridge the clinical team and pet parents-patient helping families understand their pet's care, navigate treatment estimates, and feel informed from hospitalization through discharge. This role combines veterinary knowledge with compassionate client service to support high-quality patient care and keep hospital communication running smoothly, in person and over the phone.

What You'll Do:

• Connect pet parents and the clinical team in person and by phone, sharing patient updates, addressing concerns, and answering medical questions under veterinary direction.
• Explain care standards, hospital services, treatment estimates, payment options, and charges; provide hospitalized-patient billing updates and assist with outpatient billing and payment collection.
• Coordinate pet parent visits, patient transfers to specialty services, and specialty appointments.
• Track laboratory results, notify veterinarians when results arrive, and relay laboratory or culture results to clients as directed by the veterinarian.
• Review discharge plans with veterinarians, then explain home care, medications, and potential side effects to clients, involving the clinical team to address questions.
• Accurately prepare and dispense prescribed medications under veterinary direction and within the role’s permitted scope.
• Update referring veterinarians (rDVMs) by phone or email and ensure clinical summaries are completed and shared electronically for continuity of care.
• Audit hospital charges for missed or duplicate items and reconcile charges against payments.
• Support daily hospital operations by assisting with phones, client check-in and checkout, cleaning, and patient care; participating in patient rounds and staff and department meetings; and completing other duties as assigned.

Qualifications:

• High school diploma or GED.
• At least 3 years of experience as a veterinary technician or veterinary assistant required. LVT preferred.
• Prior Emergency or specialty vet med experience preferred.
• At least 3 years of customer service experience required.
• Excellent written and verbal communication skills, including the ability to explain medical and financial information clearly under the clinical team's guidance.
• A compassionate, personable approach and the ability to respond thoughtfully during sensitive client conversations.
• Strong organization, attention to detail, and the ability to manage competing priorities in a fast-paced hospital.
• Initiative, dependable follow-through, and a collaborative approach to supporting clients and teammates.

You’ll Grow with Us

Here, you can grow your career as best fits you through access to comprehensive learning and skillset programs. You can build your skills and earn credentials through:

• Our vast, diverse, and free library of continuing education courses - ThriveU
• Live, virtual interactive workshops to develop valuable leadership skills
• A program designed to teach you the fundamentals of running a pet hospital

And, with so many locations nationwide, you can find and move into any specialty, hospital type, or environment. Join us and provide your best care at a clinic that is deeply rooted within its community and bolstered by the resources of Thrive Pet Healthcare.

Benefits - our care in action

Thrive offers a suite of benefits to support team members' emotional, physical, professional, and financial wellbeing. In addition to our health and life insurance, and short- and long- term disability plans, we offer eligible team members:

• Competitive pay
• 401(k) with employer match
• Mental health resources, including easy access to therapy through Lyra Health
• Paid parental leave
• Parental leave for when you adopt a pet
• Subsidized backup childcare and elder care
• Expert advice, support and network discounts for fertility and family planning
• FREE CE courses
• Pet perks and veterinary service discounts
• Student loan support tools and assistance

Some benefits shown are only for full-time team members who work 30 hours or more per week. Certain Benefits may be subject to waiting periods or length of service requirements.

About the Hospital

Opened in 2021, Pet Specialists of Austin is a 24-hour emergency and specialty referral hospital committed to investing in the growth and success of its team. We proudly serve the Austin area with high-quality care in emergency and critical care, neurology, surgery, internal medicine, and oncology. Our workplace fosters emotional intelligence, collaboration, and a strong work/life balance, ensuring a positive environment for both patients and team members.

About Thrive

Thrive Pet Healthcare creates the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners. Today, its network of 360+ primary, emergency, and specialty hospitals across the U.S. cares for pets of all ages and health needs. Thrive invests in its people-through mentorship, leadership programs, continuing education, and well-being initiatives-so teams can grow and feel supported. For pet owners, convenient solutions such as a mobile app, digital booking, Thrive PlusTM membership, HereFurYou Helpline, an online pharmacy and flexible financial options make accessing quality care simpler- giving families the peace of mind their pets deserve.

We welcome you to join our story and join where #WeThriveTogether. Learn more at thrivepetcare.com.