Veterinary Client Service Representative - Emergency & Critical Care Client Liaison

Thrive Pet Healthcare; La Mesa (CA); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

401(k) with employer match

Lyra Health mental health resources

Paid parental leave

Pet perks and veterinary service-dis

CE courses

Student loan management assistance

Inbound and outbound team support

Job summary

Thrive Pet Healthcare in La Mesa, CA is seeking a Veterinary CSR for Emergency & Critical Care Client Liaison. The role requires direct client interaction, hospital charge explanations, and coordination across departments for ICU and ER cases. Schedule is Wed-Sat, 12pm-11pm, with 4x10 hour shifts.

Must have veterinary customer service experience and EzyVet knowledge is preferred. The position offers competitive pay and benefits as part of a growing national pet healthcare network.

Qualifications

• 3+ years of customer service in veterinary medicine required.
• Experience as a veterinary assistant or veterinary technician preferred.
• 2+ years of Emergency and Critical Care experience preferred.
• High school diploma or equivalent.
• EzyVet experience preferred.

Responsibilities

• Provides exceptional client service in person and by phone.
• Reviews estimates with client and discusses financial commitments and options.
• Explains hospital charges to clients clearly.
• Answers medical questions under veterinarian direction.
• Ensures client questions and concerns are addressed.
• Monitors patient status and relays information to clients.
• Coordinates communication between departments and referring veterinarians.
• Provides updates to referring veterinarians about hospitalized patients.
• Reviews discharge instructions with clients.
• Precisely dispenses pharmaceuticals and reviews medications with clients.
• Maintains positive relationships with staff, veterinarians, and clients.
• Conducts post-hospitalization follow-up calls and answers medical questions under vet guidance.

Skills

Customer service in veterinary med

Veterinary assistant/tech experience

Emergency & Critical Care experience

Education

High school diploma

Tools

EzyVet

Job description

Description

Veterinary CSR - Emergency & Critical Care Client Liaison

Employment Type: Full - Time

Schedule: Wed-Sat, 4 x 10 hour shifts schedule, 12pm-11pm

Location: La Mesa, California

Experience & Skills Requirements

• 3+ years of customer service experience in the field of veterinary medicine required
• Experience as a veterinary assistant or veterinary technician preferred
• 2+ years of Emergency and Critical Care Experience in the veterinary field preferred
• High school diploma or equivalent
• EzyVet Experience preferred

Key Role Responsibilities

Client Service & Communication

• Provides exceptional client service in person and by phone
• Reviews estimates with client and discusses financial commitments and payment options in the hospital and over the phone
• Ability to thoroughly explain hospital charges to clients
• Answers medical questions as needed under the direction of the veterinarian
• Ensure client questions and concerns are appropriately addressed
• Responsible for consistently monitoring patient status and proactively relaying information to clients both in person and by phone
• Coordinates communication between departments referring veterinarians (rDVMs) and clients, including transfers within the department
• Provides updates to referring veterinarians regarding hospitalized patients via phone or emailed clinical summaries
• Reviews discharge instructions with clients
• Precisely dispenses pharmaceuticals and reviews medications and potential side effects with clients
• Maintains positive, cooperative relationships with employees, veterinarians, referring veterinarians, and clients
• Conducts post-hospitalization follow-up calls to ensure patients are doing well and answers medical questions under the guidance of a veterinarian

Patient & Administrative Support

• Reviews discharge instructions for hospitalized patients with veterinarians
• Assist with outpatient charges
• Facilities inpatient and hospitalized ER patient visits
• Has a comprehensive understanding of each medical specialty and knows the primary staff members and doctors within each service
• Troubleshoots and follows up on issues as they arise, seeking assistance when necessary while taking ownership of facilitating resolution

Operations & Workflow Management

• Provides billing updates for hospitalized patients and collects payments
• Reviews hospital charges and audits for duplicate or missed charges
• Reviews charges against payments and collects outstanding balances when necessary
• Assists in maintaining accurate billing and financial records
• Coordinates workflow and communication across departments to support efficient patient care and service delivery
• Ensures timely transfer of information between clinical services, clients, and referring veterinarians

About the Hospital

Pet Emergency and Specialty Center – East County is a large multispecialty and emergency veterinary hospital located in La Mesa focusing on providing exemplary specialty and emergency care to our community.

We are open 24/7.

Serving La Mesa, El Cajon, Spring Valley, and San Diego.

Benefits – our care in action

• Competitive pay
• 401 (k) with employer match
• Mental health resources, including 24/7 access to Lyra Health
• Paid parental leave
• Purr-ental leave for when you adopt a pet
• Employer-sponsored childcare and elder care
• personalized care for every family-forming journey
• Free CE courses
• Pet Perks and veterinary service discounts
• Student loan management tools and assistance

Compensation

Compensation negotiable based on credentials and experience with a hourly pay rate starting at$22-$26/hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. This pay rate includes shift differential pay.

About Thrive

Vet-founded and Austin-born, Thrive Pet Healthcare has expanded to over 380 partner hospitals nationwide, united by a mission to shape the future of pet well-being through medical excellence, innovative technology, and a connected community of teams and partners.

We bridge general practice, urgent care, specialty, and emergency care, and our locally rooted, nationally connected hospitals benefit from Thrive's extensive resources while maintaining their unique identities.

We believe that supporting our people is the key to helping pets thrive through every stage of life.

Join us where #WeThriveTogether. We provide customizable professional development opportunities, a supportive work environment that values work-life rhythms, and 24/7 mental health support.

At Thrive Pet Healthcare, we are committed to creating a culture where everyone from any background can be heard, respected, and valued. We pledge to build an inclusive environment nurtured by respectful curiosity to support, encourage, and celebrate the diverse voices of our teams and the communities we serve.