Veterinary ICU Liaison

AVECCC is a 24-hour veterinary emergency and critical care (AVECCC) hospital in Gilbert, AZ. We have the most skilled doctors in the state and provide significantly complex treatments in the western US. The teams in this department work closely with our critical care team to provide the highest quality care to our patients. The hospital provides an opportunity to work with state-of-the-art technology including, but not limited to, CT , and ultrasound. AVECCC is an organization that prides itself on its core values to drive a dynamic culture. We offer a unique training program that offers many opportunities to learn and grow from Technician Assistants to Senior Veterinary Technicians, shift leads, supervisors, and managers.
AVECCC has a commitment to health and wellness, not only for our patients; but also for our staff. To help manage burnout and compassion fatigue, employees have access to an onsite social worker dedicated to their wellness. AVECCC offers a competitive compensation package that includes but is not limited to CE allowance, full health benefits packages, 401K with a company match, employee pet discounts, and Paid Time Off.
AVECCC is partnered with NVA Compassion First (NVA-CF), the largest private owner of freestanding veterinary hospitals in North America with over 1300 locations worldwide. NVA Compassion First is rapidly growing and competes in a $25 billion industry. Learn more about us at
  Job Purpose: The purpose of this position is to enhance the client and patient experience by creating smooth communication, transitions, and expectations between the client and the doctor/technical teams. This allows doctors and technicians to focus on the medical aspects of care. Our ICU Client Liaison needs to become familiar with their patients and clients. Extremely positive customer service is always expected.

Primary duties:

• Attend all morning huddles for updates
• Daily communication with ICU Criticialist and Residents
• Monitor and answer the ICU transfer line
• Working with ICU DVMs on facilitating transfers from pDVMs.
• Arrange and facilitate all patient visitations
• Answer all ICU client communications
• Ensure all clients are updated in a timely manner and all communication is documented
• Finalize all invoices from the prior 24 hours
• Verify all Specialty reports (US, Echo, etc.) are saved in EzyVet
• Facilitate financial conversations with clients and ensure payment is collected daily
• Ensure hospital charges are captured accurately and abide by hospital charge capturing policies
• Review and organize lab callbacks with ICU doctors
• Call and fill prescriptions before the discharge of the patient
• Initiate discharge templates for DVM’s
• Verify all ICU patients are clean and odor-free before the discharge of the patient
• Review discharge instructions with owners
• Recheck that all ICU cases discharged had their invoices verified
• Enter SOAPs for ICU patients
• Ensure all SOAPs for the prior 24 hours are finalized and emailed to referring veterinarians
• Ensure that ICU doctors have called all referring DVMs with patient updates daily
• Assist ICU doctors with estimates as they see outpatient cases
• Conduct end-of-day rounds with Client Administrators and Liaisons
• Ensure all ICU patients and clients have received updated estimates and that deposits have been obtained
• Update all ICU doctors on financial balances/estimates/deposits for all ICU patients remaining in the hospital

Requirements:

• Ability to communicate effectively by any means: phone, email, in-person
• Proficient in Microsoft Word, Excel, and Outlook
• Detail-driven individual who can deliver results under the highest expectations on time and quality
• Minimum two years experience in office processes and office administration procedures
• Ability to multitask and prioritize in a dynamic team environment
• Present well and communicate clearly and effectively to upper management and internal departments
• Adaptability to change to meet the needs of the hospital

Equal Employment Opportunity
AVECCC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. This role is not eligible for visa sponsorship. Hiring is contingent on candidate verifying their eligibility to work in the United States and passing a complete background check and drug screen.