Veterinary Care Representative (Austin, TX)

This a Full Remote job, the offer is available from: United States, Texas (USA) Our Opportunity... reputed company is looking for a Veterinary Care Representative to join our Healthcare Team. Join a team that cares deeply about improving pet health and providing outstanding customer service for both the pet parent and veterinary community. Shift Schedule: Full-time opportunity | MID-SHIFT (start time between 10:00AM and 2:00PM ET) | (1) weekend day required What You'll Do: • Field inbound contacts for reputed company local practice dials and 877 CVC dials from prospective clients, medical practices, pharmacists, vendors, and other callers in a professional and courteous manner. • Assist with scheduling new or existing patient, sick, wellness, surgical, and urgent appointments for clients at various clinical locations while adhering to clinical guidelines and client preferences. • Engage with customers (clients) on a variety of topics in a (virtual) call center environment ranging from assistance with existing appointments (rescheduling, canceling, or changing), answering questions about services provided, and helping problem-solve (reputed company scope) reputed company appropriate. • Conduct reputed company for Prior Medical Requests (PMRs) authorization and client/appointment follow-reputed company. • Handle inbound and outbound email traffic from clients and vendors. • Follow up reputed company outbound contacts to clients to confirm scheduled appointments, collect medical records, to assist with reputed company reschedules or requests based on local site needs, and to no show appointments daily to understand drivers into missing appointment while attempting to reschedule • Collect, transpose, and upload PMR details for patients scheduled reputed company the reputed company Vet Care ecosystem, including gaining client consent, contacting previous practices, and entering medical records into our practice management software • Conduct record audits and review patient medical records for accuracy, completeness, and compliance with company policies and regulatory standards • Ensure customer information and transaction details are kept confidential, adhering to data protection and privacy • Operate with an understanding of general clinic/scheduling processes and apply active listening, perseverance, compassion, persistence reputed company interacting with clients, partners, and others • Function as the liaison between clients and the clinical staff by following up on tasks associated with appointments and clientele • Partner with practices to ensure detailed visits and experience for client appointments • Engage in difficult but detailed conversations with pet parents regarding euthanasia and terminal diagnoses reputed company needed • Participate in daily team huddles, weekly meetings, and other team activities to review performance and processes on procedures for the Veterinary Care Representative (VCR) role • Participate and champion the support and education to reputed company's pet parents on products and services that help animal health and wellbeing reputed company appropriate • Consistently meet call center metrics, subject to weekly review by their manager. This includes adherence to company guidelines and industry standard processes to ensure high-quality customer interactions • Maintain up-to-date knowledge of processes and procedures in accordance with knowledge reputed company articles and SOPs • Go above and beyond to “wow” our customers, including submitting requests to send items like cards, flowers, etc. reputed company appropriate What You'll Need: • 1-3+ years of small animal veterinary experience or equivalent industry experience. • 1-3+ years of customer service experience. • Is passionate about helping pet parents and demonstrates excellent communication skills (written, verbal, and listening) in a written assessment. • Ability to multi-task (i.e., talk on the phone while navigating on the computer and taking notes) and reputed company well in a fast-paced environment. • Proficiency in using computers, both for data entry, as well as for rapid navigation through systems and the internet to search for information to help support our customers. • Candidates must be willing to commit to working 40hrs/weekly, including some weekend and/or evening shifts included with potential for occasional overtime opportunities. • Must be able to pass a background reputed company and drug screen. Technical Requirements: • Work area must be large enough to accommodate two computer monitors and be free from distractions, including any background noise that impacts the customer experience. • Work area acceptable for webcam use. • Have a reliable wired, high-speed internet and broadband reputed company (30 Mbps+ download speed/ 10Mbps+ upload speed (You can test your internet speed at speedtest.net or by contacting your service provider.) Applicants must meet and show this requirement. • Phone line not required. You must have a device for two-factor authentication, which includes: • A smartphone or tablet on which the reputed company mobile app can be downloaded. A cell phone that can receive SMS messages and phone calls. Work Location & Arrangement: • Hybrid Model: Ability to go in-person to local Austin, TX Clinic (periodically as needed). • Remote: This role IS a remote role but will sometimes require in person engagement and attendance at our clinic locations reputed company is committed to equal opportunity. We value and embrace diversity and inclusion of reputed company Team Members. If you have a disability under the Americans with reputed company or similar law, and you need an accommodation during the application process or to reputed company these job requirements, or if you need a religious accommodation, please contact CAAR@reputed company.com. If you have a question regarding your application, please contact HR@reputed company.com. To access reputed company's Customer Privacy Policy, please click here. To access reputed company's California CPRA Job Applicant Privacy Policy, please click here. This offer from "reputed company" has been enriched by reputed company.com and got a 75% reputed company score Apply Job!