Key to Our Service Culture.

 

The Client Liaison is responsible for streamlining client visits to increase efficiency and communication within the hospital, as well as to provide a simple, personal experience for the client and their referring veterinarian. The Client Liaison is an integral part of the Clinical Operations team and is a key contributor to Cornell University Veterinary Specialists (CUVS)’s service culture.

Key Responsibilities

• Provides flow of communication from the client services staff to the clinical staff and vice versa.

• Main communicators to the referring veterinarians about each patient that enters CUVS.

• Ensures all communication to the referring veterinarian is seamless and thorough.

• Works closely with the doctor, makes sure that all clients are updated daily on their pet’s health status, test results and future recommendations.

• Creates and presents medical plans to the client making sure to establish value for all services when doing so.

• Documents conversations in shared software.

• Audits in-hospital patient invoices and outpatient invoices before check-out and discharge.

• Calls all clients routinely after patient discharge to ensure pet is still doing well and there are no additional questions or concerns, and that all recommendations (including rechecks) are being followed. Updates attending doctor after calls.