Veterinary Care Representative (Houston, TX)

Our Opportunity:

Chewy 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 | 1st, 2nd, and Overnight shifts | (1) weekend day required

Work Location & Arrangement: This is a remote position, but occasional in-person visits to our clinic locations will be required based on business needs. You must be able to travel to the local clinic when necessary.

Hourly Rate: $17.50/hour (non-negotiable) 

What You'll Do:

• Field inbound contacts for all 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 (within scope) when appropriate.
• Conduct outreach for Prior Medical Requests (PMRs) authorization and client/appointment follow-ups.
• Handle inbound and outbound email traffic from clients and vendors.
• Follow up via outbound contacts to clients to confirm scheduled appointments, collect medical records, to assist with ad hoc 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 within the Chewy 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 when 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 when needed
• Participate in daily team huddles, weekly meetings, and other team activities to review performance and processes on procedures for the VCR role
• Participate and champion the support and education to Chewy's pet parents on products and services that help animal health and wellbeing when 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 base articles and SOPs
• Go above and beyond to “wow” our customers, including submitting requests to send items like cards, flowers, etc. when 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 perform 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 check 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 connection (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 Okta mobile app can be downloaded. A cell phone that can receive SMS messages and phone calls.