Client Concierge

About the Role

At Chewy Vet Care, we’re changing the veterinary care experience from the ground up! It starts by creating a culture and work environment where veterinary teams can succeed every day. With the launch of our new vet clinics in early 2024, we are looking for a full-time Client Concierge to join our Chewy Vet Care Practice Team. As a clinical team member, you’ll work in a practice designed from the ground up by veterinarians, equipped with advanced equipment and purpose-built technology so that you can focus on patient and pet parent care. We offer a customer- and team member-centric work environment where, together, we deliver care that starts with a visit and lasts a lifetime!

Responsibilities

• Serve as Chewy Vet Care’s first point of support by creating a welcoming experience that sets the standard for exceptional service.
• Uphold our mission to be the most trusted and convenient destination for pet parents and partners everywhere.
• Focus on embodying the Chewy Vet Care culture to work collaboratively with your peers and delivering the pet parent WOW experience within the practice, providing stellar service and communication.
• Support veterinarians, veterinary technicians, veterinary assistants, and the practice manager.
• Manage all patient intakes and provide all front-end client-facing interactions.
• Assist pet parents with providing medical care to their pets and resolve any issues promptly.
• Handle incoming and outgoing phone communications while maintaining quality, accuracy, and compliance.
• Utilize integrated technology, including proficiency in the corresponding Practice Information Management System (PIMS), to document client communications, medical updates, and follow-up instructions.
• Ensure all medical records, client contracts, consent forms, and authorizations are accurately completed, documented, and filed.
• Understand and follow the practice’s Standard Operating Procedures (SOP) and Standards of Care (SOC).
• Act responsibly given the pharmacy holdings of the practice.
• Assist the Practice Manager with communicating inventory needs.
• Clean workspaces after every patient interaction.
• Participate in self-development courses and Chewy Vet Care required compliance training.
• Perform related duties and assignments as directed by management.

Requirements

• 1-2 years working in a customer-focused environment, veterinary preferred.
• Strong ability to connect with clients and demonstrate empathy and compassion.
• Excellent social, verbal/written communication, observational, and analytical skills.
• Passion for helping people and pets with empathy and excellent customer service focus.
• Ability to thrive in a fast-paced, self-starter environment.
• Physical requirements:
  • Standing or walking up to 80% per shift.
  • Frequently lift up to 50 pounds.
  • Frequently lift up to 70 pounds using an optional team lift.
  • Rarely lift greater than 70+ pounds using a team lift.
  • Stand, push, pull, carry, squat, and kneel.

May be required to work weekends; position may require some travel.

Qualifications

Not explicitly stated in the job description.

Skills

• Strong customer service skills.
• Empathy and compassion.
• Proficiency in Practice Information Management System (PIMS).
• Ability to work collaboratively in a team environment.

Chewy Vet Care is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability or need a religious accommodation, please contact CAAR@chewy.com.