ER Liaison

King Animal Hospital, a newly constructed Equine and Small Animal Referral and Emergency Hospital, is seeking an experienced ER Liaison to join our team

Our hospital is a 60,000-square-foot, state-of-the-art facility located on 50 acres in King City, Ontario, and will offer specialty referral, rehabilitation, and emergency services.

The Emergency Services Liaison plays a vital role in coordinating and facilitating the efficient operation of veterinary emergency services. This position supports the Emergency Services by overseeing various administrative and communication tasks to ensure seamless patient care and client satisfaction within the Emergency Services department.

Key Responsibilities:

• Billing and Financial Management:
• Update and verify billing information from overnight services.
• If approaching the high end of the estimate / anticipated to run over that day, informing the client during morning of any anticipated cost adjustments or billing errors.
• Ensure billing practices adhere to established standards for accuracy and consistency.
• Client Communication and Updates:
• Provide morning updates to clients with in-hospital patients, including nursing and financial updates.
• Coordinate additional client communication needs such as sending patient photos and scheduling visits.
• Maintain clear and professional communication to address client inquiries and concerns promptly.
• Coordination and Logistics:
• Facilitate coordination between various departments such as surgery, anesthesia, and diagnostic imaging.
• Assist in creating necessary forms and protocols for patient transfers and internal consultations.
• Determine post-recovery destinations for patients after anesthesia (ICU vs ER) and ensure smooth transitions.
• Specialized Service Requests:
• Submit requests for specialized diagnostic services (e.g., radiologist interpretation, obscure diagnostics).
• Coordinate with external facilities or specialists as needed to facilitate comprehensive patient care.
• Patient Transfers and External Communications:
• Coordinate incoming patient transfers by liaising with customer service representatives and other hospitals.
• Collect necessary information and present to supervising veterinarians for decision-making on transfer acceptance.
• Administrative Support and Documentation:
• Monitor the ER/ICU email account and ensure timely responses to inquiries.
• Request medical records from referring veterinarians and attach them to patient files for comprehensive care.
• Maintain accurate records, including rounding documents and clinical summaries for referring veterinarians.
• Callbacks – monitoring the callbacks column to ensure we are not leaving important callbacks unresolved
• Diagnostic Reporting – Ensuring that diagnostic testing that has been submitted is being reported by the inpatient ER DVM
• Filling in rounding document and ensuring it is being maintained up to date
• Ensuring clinical summaries are being submitted to DVMs.

Qualifications:

The Emergency Services Liaison plays a vital role in ensuring efficient operations and high-quality patient care within a veterinary emergency setting. This position requires strong organizational skills, effective communication, and a commitment to delivering exceptional service to clients and their pets.

• Registered Veterinary Technician is preferred.
• Previous experience in veterinary emergency services or a similar healthcare environment is highly beneficial.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to interact professionally with clients and colleagues.
• Proficiency in administrative tasks and computer applications related to veterinary practice management software.
• Strong judgement and problem-solving skills and ability to prioritize tasks.

Job Types: Full-time, Permanent

Pay: $20.00-$25.50 per hour

Expected hours: 37.5 per week

Benefits:

• Dental care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Vision care

Work Location: In person