Emergency Department Liaison

Job Title: Emergency Room Liaison

Department: Emergency & Critical Care

Reports To: Hospital Management / ER Leadership

FLSA Status: Non-Exempt (example – adjust as needed)

Job Summary

The Emergency Room Liaison serves as a critical link between clients, veterinarians, technicians, and support staff in a fast-paced veterinary emergency hospital. This role functions as a primary client-facing position while also supporting medical operations, discharge procedures, prescription preparation, and patient movement within the hospital. The ER Liaison must be capable of performing frequent physical tasks, including bending, stooping, and retrieving patients and medications from lower-level areas, as these are essential functions of the role.

Essential Duties and Responsibilities

Client & Communication Responsibilities

• Serve as the first point of contact for ER clients, representing the hospital in a professional, compassionate, and calm manner in person and by phone
• Communicate patient updates to clients and referring veterinarians as directed by DVMs
• Conduct discharge consultations, reviewing treatment plans, medications, and homecare instructions
• Perform follow-up calls 24 - 48 hours post-discharge
• Support euthanasia appointments by assisting with room setup, client communication, and coordination with clinical staff
• Send condolence cards and provide aftercare support as appropriate

Medical & Administrative Support

• Obtain and coordinate medical records from referring veterinarians
• Create treatment plans and cost estimates per DVM direction using hospital software (e.g., Instinct, Cornerstone)
• Collect deposits and process financial transactions in collaboration with the CSR team
• Manage ER discharge scheduling and documentation
• Prepare, label, and organize all discharge prescriptions prior to patient release

Prescription & Supply Handling

• Retrieve medications from hospital pharmacy areas
• Accurately count, label, and package prescriptions for discharge
• Ensure compliance with hospital protocols and state regulations regarding medication handling

Patient Handling & Movement

• Retrieve patients from kennels
• Assist with patient transport within the hospital (e.g., exam rooms, discharge areas)
• Safely handle patients of varying sizes and mobility levels, using proper restraint techniques when needed
• Coordinate with technicians when additional assistance is required for larger or unstable patients

Physical Requirements (Essential Functions)

The physical demands described below are essential functions of the job. Reasonable accommodations may be made in accordance with applicable laws.

• Frequent bending, stooping, and crouching, required approximately 75% of the workday
• Ability to stand and walk for extended periods in a fast-paced clinical environment
• Ability to lift, carry, and/or assist in transporting patients and supplies, typically up to 40 pounds independently, with team assistance for heavier patients
• Ability to reach, grasp, kneel, and twist as required for patient care and medication preparation
• Manual dexterity sufficient to prepare medications, operate computers, phones, and standard office equipment
• Ability to visually assess patients and read medical records, labels, and computer screens
• Ability to hear and communicate effectively in person and over the phone in a noisy clinical environment

Work Environment

• Emergency veterinary hospital with frequent exposure to animals, bodily fluids, cleaning agents, and medical equipment
• High-stress, emotionally charged situations involving injured, critical, or deceased patients
• Variable schedule including evenings, weekends, and holidays

Required Competencies & Skills

• Strong interpersonal and communication skills with the ability to convey empathy and professionalism
• Ability to multitask and prioritize in a high-volume emergency setting
• Adaptability and resourcefulness in rapidly changing situations
• Attention to detail and commitment to compliance with hospital policies and medical standards
• Emotional resilience and professionalism during sensitive client interactions

This job description outlines the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or remove duties as business needs evolve.

Schedule

• The schedule will be Thursday through Saturday, 7AM-7PM
• Two holidays are required annually

What We Offer
We care deeply about supporting our team members — professionally and personally. Benefits include:

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources