Veterinary Care Representative (Austin, TX)

About the position Chewy is seeking a dedicated Veterinary Care Representative to join our Healthcare Team, where we prioritize enhancing pet health and delivering exceptional customer service to both pet parents and the veterinary community. This full-time position operates on a mid-shift schedule, with start times ranging from 10:00 AM to 2:00 PM ET, and requires working one weekend day. As a Veterinary Care Representative, you will be the first point of contact for clients, medical practices, and vendors, handling inbound calls with professionalism and courtesy. Your role will involve scheduling appointments for various clinical services, including wellness and urgent care, while adhering to clinical guidelines and client preferences. In this position, you will engage with customers in a virtual call center environment, assisting them with appointment management, answering inquiries about services, and problem-solving within your scope of authority. You will also conduct outreach for Prior Medical Requests (PMRs) and follow up with clients regarding their appointments. Your responsibilities will include managing email communications, confirming scheduled appointments, and collecting medical records, ensuring that all client information is handled confidentially and in compliance with data protection regulations. As a liaison between clients and clinical staff, you will follow up on tasks related to appointments and provide support to pet parents during difficult conversations regarding sensitive topics such as euthanasia. You will participate in team meetings and activities to review performance metrics and processes, while also championing the education of pet parents on products and services that promote animal health. To excel in this role, you will need to consistently meet call center metrics and maintain up-to-date knowledge of company processes and procedures, all while striving to exceed customer expectations.

Responsibilities

• Field inbound contacts for local practice dials and 877 CVC dials from prospective clients and other callers.

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• Assist with scheduling new or existing patient appointments for various clinical services.

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• Engage with customers on a variety of topics in a virtual call center environment.

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• Conduct outreach for Prior Medical Requests (PMRs) authorization and client follow-ups.

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• Handle inbound and outbound email traffic from clients and vendors.

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• Follow up with clients to confirm scheduled appointments and collect medical records.

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• Conduct record audits and review patient medical records for accuracy and compliance.

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• Ensure customer information is kept confidential, adhering to data protection and privacy.

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• Function as the liaison between clients and clinical staff regarding appointments.

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• Engage in difficult conversations with pet parents regarding euthanasia and terminal diagnoses.

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• Participate in daily team huddles and weekly meetings to review performance and processes.

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• Champion the support and education of Chewy's pet parents on health products and services.

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• Consistently meet call center metrics and adhere to company guidelines.

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• Maintain up-to-date knowledge of processes and procedures.

Requirements

• 1-3+ years of small animal veterinary experience or equivalent industry experience.

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• 1-3+ years of customer service experience.

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• Excellent communication skills (written, verbal, and listening).

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• Ability to multi-task in a fast-paced environment.

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• Proficiency in using computers for data entry and rapid navigation through systems.

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• Willingness to commit to working 40 hours weekly, including some weekend and/or evening shifts.

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• Ability to pass a background check and drug screen.

Nice-to-haves

• Experience in a call center environment.

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• Familiarity with practice management software.

Benefits

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