Inpatient Team Support

Eagleson Veterinary Clinic is looking for an organized, compassionate, and reliable individual to join our team in an Inpatient Team Support role.

This is a non-clinical position focused on supporting both our hospitalized patients' families and our medical team. This person will act as a liaison between the client and the inpatient team, helping to make sure communication stays organized, estimates and deposits are kept up to date, and final billing is accurate.

This position is not responsible for providing medical updates, medical advice, discussing diagnoses or interpreting treatment plans with clients. Medical communication remains the responsibility of the attending veterinarian. Instead, this role helps support that communication by making sure client questions get to the right person, updates aren't missed, and the veterinarian is aware when an owner is waiting to speak with them.

There is no direct patient care or handling involved in this role; however, this is not strictly an administrative position. The successful candidate will also be expected to help with the general cleaning, organization, and day-to-day needs of the inpatient team when needed.

Key Responsibilities

Client Communication & Support

- Act as a main point of contact for owners while their pet is hospitalized.
- Serve as a liaison between the client, veterinarian, and inpatient team.
- Keep track of outstanding client questions, requested callbacks, approvals, and concerns.
- Ensure medical questions are passed along to the attending veterinarian rather than answering or interpreting them for the client.
- Help coordinate communication between the veterinarian and owner and follow up when an update or callback is still outstanding.
- Communicate non-medical information with clients, including estimates, deposits, billing, timing, and general clinic processes.
- Make sure significant client concerns are communicated to the appropriate veterinarian or team member.
- Provide compassionate and professional support to owners who may be dealing with stressful or emotional situations.

Estimates, Consents, Deposits & Billing

- Review hospitalization estimates to make sure they are complete and accurate before they are presented to the client.
- Review estimates,



consents and anticipated costs with owners and answer non-medical questions regarding charges.
- Ensure appropriate deposits are collected and documented.
- Monitor hospitalized patient accounts throughout their stay.
- Identify when a patient is approaching their approved estimate and work with the medical team to have the estimate reviewed and updated.
- Communicate updated costs and additional deposit requirements to clients.
- Follow up on outstanding financial approvals or payment arrangements.
- Review final invoices before discharge to help identify missing, duplicate, or incorrect charges.
- Ensure final balances and payments are taken care of appropriately.

Supporting the Inpatient Team

- Maintain communication with veterinarians, technicians, assistants, reception, and management throughout the shift.
- Make sure the inpatient medical team is aware of outstanding client questions, financial limitations, pending approvals, or requested callbacks.
- Help keep track of what each hospitalized patient's family is waiting for from the medical team.
- Provide clear handovers when hospitalized patients remain in the clinic past the end of the shift.

When time allows, or when additional support is needed, this role will also help with general clinic duties such as:
- Laundry – washing, drying, folding, and restocking.
- Washing dishes, food bowls, and other clinic supplies.
- Cleaning and disinfecting empty cat cages, kennels, and dog runs.
- Cleaning and organizing treatment and hospitalization areas.
- Emptying garbage and maintaining general cleanliness.
- Restocking commonly used supplies.
- Helping prepare clean spaces for incoming patients.
- Other non-clinical clinic support and cleaning duties as needed.

What We're Looking For We are looking for someone who is:

- Friendly, compassionate, and comfortable communicating with clients.




- Confident discussing estimates, deposits, balances, and other financial matters.
- Able to understand the difference between supporting client communication and providing medical information.
- Highly organized and able to keep track of multiple hospitalized patients and outstanding tasks at once.
- Detail-oriented, especially when reviewing estimates and invoices.
- Comfortable following up with busy team members when information or communication is still outstanding.
- Able to recognize when a question or concern needs to be directed to a veterinarian or manager.
- Comfortable working in a busy clinic where priorities can change quickly.
- Willing to jump in and help the team wherever needed.
- Able to balance client service with the practical, hands-on responsibilities of working in a veterinary clinic.

Experience Previous experience in a veterinary clinic, emergency hospital, medical setting, client service, or veterinary reception role would be an asset.

Knowledge of veterinary terminology and clinic workflow would also be beneficial, but we are willing to train the right person who has strong communication skills, attention to detail, and a willingness to learn.

About the Role

Having a pet in the clinic can be stressful for owners, and it can sometimes be difficult to know who to speak with or when to expect an update. This position helps bridge that gap.

The Inpatient Team Support person is not replacing the veterinarian as the source of medical communication. Instead, they help keep everything around that communication organized — making sure questions reach the doctor, callbacks aren't forgotten, financial approvals are obtained, estimates remain current, and clients have someone available to help them navigate the administrative side of their pet's hospitalization.

At the same time, we work as a team. When the administrative side of the role is caught up, we expect this person to jump in and help with the day-to-day needs of the inpatient team, whether that's catching up on laundry, cleaning kennels, restocking supplies, or helping prepare for the next admitted inpatient.

Pay: $18.00-$22.00 per hour

Expected hours: 40.0 per week

Work Location: In person

📌 Veterinary Administrative Position (Ottawa)
🏢 Eagleson Veterinary Clinic
📍 Ottawa