At DVMcenter, we know that consistent, compassionate support is key-not just for families navigating the end-of-life journey with their pets, but also for the veterinarians providing that care. That’s where our liaison team comes in.
Our member liaisons are the primary point of contact for each of the practices they support. They are more than schedulers or coordinators. They are relationship builders who work closely with every practice to make sure things run smoothly behind the scenes while also being a direct resource for guidance, updates, and problem-solving.
Each liaison is deeply familiar with the specific practices they work with. They understand how visits are structured, how the team communicates, what services are offered, and the philosophy that guides care. This insight helps them train our support specialists and ensures that every client interaction reflects the practice’s unique approach.
While each liaison is responsible for their own practices, they don’t work in a vacuum. Our liaison team is highly collaborative. They lean on each other when faced with challenges, share ideas during team meetings, and work together to find thoughtful, creative solutions when something isn’t working. That shared approach helps ensure consistency across the board and brings in different perspectives when solving complex issues.
In addition to handling daily coordination and client communication, liaisons manage a range of other responsibilities:
- They track and share performance metrics, and communicate with doctors about ways to improve efficiency.
- They act as the bridge between the member practice and our internal support team, making sure everyone stays on the same page.
- They keep our tools and systems, like Buddy and service area maps, up to date with any changes to pricing, zip codes, availability, or services.
One of the most valuable things our liaisons offer is perspective. By pulling together data, feedback, and real-time insights, they help members identify areas for growth, streamline their processes, and ultimately provide a better experience for the families they serve.
It’s a role that requires organization, patience, empathy, and a strong sense of collaboration. And it’s one we’re proud to have at the heart of how we support our members.