Veterinary Care Representative

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: Fulltime opportunity AM & MIDSHIFTS (start time between 7:00AM and 2:00PM ET end time by 11:00PM ET) 1 weekend day required

Hourly Rate: $17.50/hour (nonnegotiable)

What Youll 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 problemsolve (within scope) when appropriate.
• Conduct outreach for Prior Medical Requests (PMRs) authorization and client/appointment followups.
• 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 Veterinary Care Representative (VCR) role
• Participate and champion the support and education to Chewys 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 highquality customer interactions
• Maintain uptodate 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 Youll Need:

• 13 years of small animal veterinary experience or equivalent industry experience.
• 13 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 multitask (i.e. talk on the phone while navigating on the computer and taking notes) and perform well in a fastpaced 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 highspeed internet and broadband connection 30 Mbps download speed/ 10Mbps upload speed (You can test your internet speed at or by contacting your service provider. Applicants must meet and show this requirement.
• Phone line not required. You must have a device for twofactor 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.

Work Location & Arrangement:

• • Hybrid Model: Ability to go inperson to local clinic (periodically as needed).
  • Remote:This role IS a remote rolebut will sometimes require in person engagement and attendance at our clinic locations

Required Experience:

Unclear Seniority