Veterinary Client Care, Pharmacy Specialist
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Job Description
Veterinary client care and pharmacy specialist supporting Innovetive Petcare’s U.S. veterinary hospitals. Handling calls, pharmacy coordination, triage, scheduling, and client communications remotely.
Responsibilities:
- Support Innovetive Petcare’s national network of veterinary hospitals through a centralized veterinary call center.
- Manage high-volume inbound and outbound calls concerning pharmacy requests, appointment scheduling, and client inquiries.
- Support online veterinary pharmacy services, including prescription coordination and client education.
- Schedule and manage appointments across multiple veterinary hospitals.
- Perform telephone triage and route urgent and non-urgent inquiries appropriately.
- Communicate with clients via phone, SMS, and email.
- Document interactions accurately in electronic medical records (EMR) and communication systems.
- Adapt communication style to represent each hospital’s culture.
- Collaborate with hospital teams to improve workflows, resolve issues, and enhance client experience.
- Meet call center KPIs for response time, accuracy, and client satisfaction.
- Report to Amy Ament.
Requirements:
- 2+ years of veterinary experience (required) – technician, assistant, or client service roles.
- Strong knowledge of veterinary terminology, hospital workflows, and common medications.
- Prior experience in a call center, remote customer service, or client-facing role preferred.
- Proficiency with veterinary practice management software (PIMS) and Microsoft Office.
- Excellent written and verbal communication skills across phone, text, and email.
- Ability to multitask and stay organized in a remote, high-volume environment.
- Detail-oriented with strong documentation and problem-solving skills.
- Compassionate, proactive mindset with a focus on client satisfaction and patient care.
- Full-time availability with rotating Saturdays required.
Benefits:
- Health, dental, vision, and life insurance.
- Paid time off (PTO).
- Paid parental leave.
- 401k retirement plan with company match.
- Employee discounts and perks.
- Training, continuing education, and career development opportunities.
- Free annual subscription to Calm Health.
- Culture first company where FUN is a core value!
- Opportunity to support a national network of veterinary hospitals.
- Collaborative, growth-oriented team environment.
- Make a direct impact on the client and patient experience.
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