Description

Veterinary CSR - Emergency & Critical Care Client LiaisonEmployment Type: Full - Time

Schedule: Wed-Sat, 4 x 10 hour shifts schedule, 12pm-11pmLocation: 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 open24/7.

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

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 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

Provide your best care with more bridges and less barriers.

We listen to your needs and then meet them. Through training and free CE experiences, your career development can flourish. And in our locally rooted, nationally connected community, you’ll be able to make connections, access opportunities and find support with ease.

Support for you is as vital as the support you provide.

You’ll Thrive With Us

At Thrive, you have the opportunity to develop your career in a way that best suits your goals. Take advantage of our comprehensive learning and skill-building programs to enhance your expertise. 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
• Scholarship opportunities and tuition reimbursement
• Move into any specialty, hospital type, or environment- across the nation
• Leadership training for a thriving and long career in the veterinary profession

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.