Veterinary Client Liaison, ICU

Ethos Veterinary Health; Gilbert (AZ); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Full-time or part-time

Onsite social worker

Continuing education

Health benefits

401(k) with company match

Employee pet discounts

Paid Time Off

Job summary

Ethos Veterinary Health in Gilbert, AZ, seeks an ICU Liaison to connect ICU clients, veterinarians, and hospital teams. You will manage communications, patient transitions, treatment plans, and discharge details to ensure smooth care and informed financial discussions.

Ideal candidates are highly organized, compassionate, and confident communicating in a fast-paced emergency setting. This on-site role offers full- or part-time options and opportunities for growth within our ICU team.

Qualifications

• At least 2 years of experience in veterinary hospital, medical office, client service, or office administration.
• Veterinary hospital or emergency/critical care experience is strongly preferred.
• Exceptional communication skills across phone, email, and in-person interactions.
• Compassionate, professional approach to communicating with clients during stressful and emotional situations.
• Strong organizational and time-management skills with exceptional attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced veterinary hospital.
• Confidence communicating with veterinarians, veterinary technicians, hospital leadership, and internal departments.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Experience with ezyVet or another veterinary practice management system is preferred.
• Ability to adapt quickly to changing priorities and hospital needs.
• Team-oriented mindset and commitment to providing an exceptional client and patient experience.

Responsibilities

• Serve as a consistent point of contact for ICU clients throughout their pet’s hospitalization.
• Answer ICU client phone calls, messages, and other communications with professionalism, compassion, and urgency.
• Provide timely updates and ensure client communications are accurately documented.
• Arrange and facilitate patient visitations while coordinating with the ICU medical team.
• Review discharge instructions with pet owners and help ensure they understand next steps.
• Communicate financial balances, estimates, deposits, and treatment-plan updates with clients.
• Attend morning huddles and communicate daily with ICU Criticalists and residents regarding patient needs and priorities.
• Monitor and respond to the ICU transfer line.
• Coordinate with ICU DVMs to facilitate patient transfers from referring veterinarians.
• Ensure ICU doctors have communicated daily patient updates to referring veterinarians.
• Help organize laboratory callbacks and coordinate follow-up with ICU doctors.
• Conduct end-of-day rounds with Client Administrators and Client Liaisons to ensure continuity of communication and patient care.
• Assist ICU doctors with treatment estimates for outpatient cases.
• Ensure ICU patients and clients have current estimates and appropriate deposits.
• Keep ICU doctors informed of financial balances, estimates, and deposits for hospitalized patients.
• Facilitate financial conversations with clients and help ensure payments are collected appropriately.
• Verify accurate charge capture and follow hospital policies for documenting services and charges.
• Review invoices for ICU patients prior to discharge.
• Finalize invoices from the prior 24 hours and verify documentation is complete.
• Verify specialty reports, including ultrasound and echocardiogram reports, are saved appropriately in ezyVet.
• Initiate discharge templates for DVMs.
• Call and prepare prescriptions prior to patient discharge.
• Enter SOAP documentation for ICU patients as directed.
• Ensure SOAPs from the prior 24 hours are finalized and emailed to referring veterinarians.
• Confirm ICU patients are clean, comfortable, and ready for discharge.
• Review discharge documentation and verify invoices are complete before patients leave the hospital.

Skills

Communication skills

Organizational skills

Time-management

Multi-tasking

Teamwork

Tools

Microsoft Word

Excel

Outlook

ezyVet

Job description

Veterinary Client Liaison, ICU

AVECCC | Gilbert, AZ
Full-time Wedensday-Saturday 7a-5p | $22–$24hour
24-Hour Veterinary Emergency & Critical Care Hospital

About the Role

AVECCC is a 24-hour veterinary emergency and critical care hospital in Gilbert, AZ, providing advanced and complex care in a fast-paced specialty environment. Our ICU team works closely with criticalists, residents, emergency veterinarians, and specialty services to provide exceptional care for critically ill and hospitalized patients.

As an ICU Liaison, you will serve as a key communication link between ICU clients, veterinarians, veterinary technicians, referring veterinarians, and hospital support teams. You will help keep communication, patient transitions, treatment plans, financial expectations, and discharges organized so our medical team can stay focused on patient care.

This is an ideal role for someone who is highly organized, compassionate, confident communicating with clients, and comfortable managing multiple priorities in a busy veterinary hospital.

What’s in it for you

• Competitive pay of $22–$24/hour
• Full-time or part-time opportunities
• Work alongside experienced emergency and critical care veterinary professionals
• Exposure to advanced veterinary medicine and specialty services
• Opportunities for professional growth and development
• Access to an onsite social worker supporting employee wellness and compassion fatigue
• Continuing education opportunities
• Health benefits for eligible employees
• 401(k) with company match
• Employee pet discounts
• Paid Time Off

In your day-to-day you will

ICU Client Communication & Support

• Serve as a consistent point of contact for ICU clients throughout their pet’s hospitalization.
• Answer ICU client phone calls, messages, and other communications with professionalism, compassion, and urgency.
• Provide timely updates and ensure client communications are accurately documented.
• Arrange and facilitate patient visitations while coordinating with the ICU medical team.
• Review discharge instructions with pet owners and help ensure they understand next steps.
• Communicate financial balances, estimates, deposits, and treatment-plan updates with clients.

ICU & Veterinary Team Coordination

• Attend morning huddles and communicate daily with ICU Criticalists and residents regarding patient needs and priorities.
• Monitor and respond to the ICU transfer line.
• Coordinate with ICU DVMs to facilitate patient transfers from referring veterinarians.
• Ensure ICU doctors have communicated daily patient updates to referring veterinarians.
• Help organize laboratory callbacks and coordinate follow-up with ICU doctors.
• Conduct end-of-day rounds with Client Administrators and Client Liaisons to ensure continuity of communication and patient care.

Treatment Plans & Financial Coordination

• Assist ICU doctors with treatment estimates for outpatient cases.
• Ensure ICU patients and clients have current estimates and appropriate deposits.
• Keep ICU doctors informed of financial balances, estimates, and deposits for hospitalized patients.
• Facilitate financial conversations with clients and help ensure payments are collected appropriately.
• Verify accurate charge capture and follow hospital policies for documenting services and charges.
• Review invoices for ICU patients prior to discharge.

Patient Records & Discharge Coordination

• Finalize invoices from the prior 24 hours and verify documentation is complete.
• Verify specialty reports, including ultrasound and echocardiogram reports, are saved appropriately in ezyVet.
• Initiate discharge templates for DVMs.
• Call and prepare prescriptions prior to patient discharge.
• Enter SOAP documentation for ICU patients as directed.
• Ensure SOAPs from the prior 24 hours are finalized and emailed to referring veterinarians.
• Confirm ICU patients are clean, comfortable, and ready for discharge.
• Review discharge documentation and verify invoices are complete before patients leave the hospital.

What You Bring

• At least 2 years of experience in veterinary hospital, medical office, client service, or office administration.
• Veterinary hospital or emergency/critical care experience is strongly preferred.
• Exceptional communication skills across phone, email, and in-person interactions.
• A compassionate, professional approach to communicating with clients during stressful and emotional situations.
• Strong organizational and time-management skills with exceptional attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced veterinary hospital.
• Confidence communicating with veterinarians, veterinary technicians, hospital leadership, and internal departments.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Experience with ezyVet or another veterinary practice management system is preferred.
• Ability to adapt quickly to changing priorities and hospital needs.
• A team-oriented mindset and commitment to providing an exceptional client and patient experience.

About AVECCC

AVECCC is a 24-hour veterinary emergency and critical care hospital in Gilbert, AZ. Our team provides advanced and complex veterinary care while working collaboratively across emergency, critical care, and specialty services.

We believe in developing our people and offer opportunities for growth through structured training and career development, from Technician Assistants and Veterinary Technicians through shift leads, supervisors, and managers. We are equally committed to employee wellness, with access to an onsite social worker to help support our team through the challenges of emergency and critical care medicine.

Join a team where communication, collaboration, professional growth, and exceptional patient care are at the center of what we do.

Join Us

At Ethos, this isn’t just a job, it’s an opportunity to practice medicine at the highest level and help shape the future of veterinary care.

Candidates can confidentially submit their CV to Talent Acquisition Partner Myrna Flores at [e-mail]

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