Client Liaison

Client Liaison is a hybrid, client-facing service professional responsible for supporting and maintaining a positive and compassionate experience for clients throughout the hospital. This role provides both on-floor assistance and administrative follow-up to ensure clear communication, timely support, and consistent service standards. The ideal candidate will be warm, articulate, empathetic, and able to navigate complex or emotionally charged interactions with professionalism. He or she should be comfortable working in a fast-paced environment, quick to assess client and patient needs, and able to collaborate effectively with all medical departments, Client Services teams, and leadership.

Qualifications

• 3 years high level customer service representative in veterinary/human healthcare.
• Exceptional customer service skills; strong verbal, written, and interpersonal communication; ability to manage sensitive interactions with empathy and diplomacy
• Effective de-escalation and real-time conflict resolution abilities
• Highly organized and able to multitask under pressure
• Proficiency in MS Office and Outlook; comfort with hospital software systems
• Associate’s or Bachelor’s degree preferred
• Proficient in Medical Terminology

Responsibilities

• Supports the Client Satisfaction Team with case follow-up and service recovery and documentation.
• Client Experience & On-Floor Support; Provides real-time support to clients during their hospital visit, ensuring their questions and concerns are addressed promptly; Conducts regular rounds on all client-facing floors to assess client needs, identify any service or communication gaps, and support departmental workflows; Assists with live conflict resolution and escalates concerns to the Client Satisfaction Manager when appropriate; Reinforces hospital policies and service expectations in a clear and supportive manner
• Conducts follow-up communication with clients and assists with service-related inquiries
• Logs client feedback in NAVEX and maintains accurate data for reporting and is responsible for departmental KPIs.
• Works closely with medical teams and other support staff to ensure seamless communication
• Assists with coordinating resolution plans for on-floor client issues
• Participates in trainings, service initiatives, and staff education
• Performs additional duties to support a positive client experience and smooth operations
• Other duties as assigned

Reports to: Client Satisfaction Manager/Executive Director of Relations and Business Development

Shift: Tues- Saturday 11am to 7pm Hybrid schedule 3 days onsite 2 days admin which will be at 425 office.

FLSA Classification: Exempt position due to the nature of the role which handles sensitive company and client information

Benefits

• Competitive salary
• 5-day work week
• Comprehensive benefits including health insurance with medical, dental, and vision benefits, very generous paid time off, paid continuing education time-off and stipend, and 403-b retirement plan with employer contribution.
• School loan debt forgiveness opportunity as a non-profit hospital
• Non-corporate practice with no pressure for percentage pay
• Collegial work with colleagues in a non-competitive structure with strong teaching and mentoring opportunities as well as opportunities for research