Veterinary Care Representative (Houston, TX)

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Requirements:

• 1-3+ years of small animal veterinary experience or equivalent industry experience.
• 1-3+ years of customer service experience.
• Excellent communication skills in verbal and written forms.
• Ability to multi-task effectively in a fast-paced environment.
• Proficiency in using computers for data entry and navigation.
• Commitment to working 40 hours per week, including weekends and evenings.
• Must pass a background check and drug screen.

Responsibilities:

• Field inbound contacts professionally from prospective clients and medical practices.
• Assist with scheduling new or existing patient appointments adhering to clinical guidelines.
• Engage with customers in a virtual call center environment on various topics.
• Conduct outreach for authorization and follow-ups on appointments.
• Handle inbound and outbound email traffic from clients and vendors.
• Follow up with clients to confirm appointments and manage no-shows.
• Collect and upload medical records within the Chewy Vet Care ecosystem.
• Conduct record audits and ensure compliance with company policies.
• Maintain confidentiality of customer information.
• Act as liaison between clients and clinical staff.
• Engage in sensitive conversations with pet parents when necessary.
• Participate in team meetings to review performance and processes.
• Champion support and education for pet parents about health products and services.
• Meet call center metrics and guidelines consistently.