Job Description

Client Concierge

Our Opportunity:

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 practice your best medicine and 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!

Chewy Vet Care is a comprehensive pet healthcare practice that delivers connected care through a gold standard of veterinary medicine. Our mission is clear - to become the most trusted and convenient destination for pet parents, and partners, everywhere. This is an opportunity to join the industry leader that not only cares about what you do, but what you need as a person. We'll provide excellent benefits, scheduling options that fit your lifestyle, and growth opportunities to enhance your clinical and leadership aspirations. Join the team that understands that caring for the pets we love starts with greater care for our veterinary teams.

What You'll Do:

• 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, in addition to supporting your practice's veterinarians, veterinary technicians, veterinary assistants, and practice manager.
• Responsible for managing all patient intakes and providing all front-end client-facing interactions. This role requires strong social and communication skills to actively engage with pet parents while demonstrating empathy, personalized care, and professionalism.
• Perform customer service skills to assist pet parents with providing medical care to their pet, resolving any issues promptly.
• Handle incoming and outgoing phone communications while maintaining the highest standard of quality, accuracy, and compliance.
• Utilize integrated technology, including proficiency in the corresponding Practice Information Management System (PIMS) to accurately document client communications, medical updates, and follow-up instructions. Ensure seamless care and continuity across the team.
• Ensures all medical records, client contracts, consent forms, and authorizations are accurately completed, documented, and filed to support consistent patient care and compliance.
• 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 Practice Manager with communicating on inventory needs.
• Clean workspaces after every patient interaction.
• Participation in self-development courses and Chewy Vet Care required compliance training.
• Perform related duties and assignments as directed by management.

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

What You'll Need:

• 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.
• Passionate about helping people and pets with empathy and excellent customer service focus.
• Thrives in a fast paced, self-starter environment.

Physical Job 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.

Chewy Vet Care is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com. If you have questions about your application, please contact HR@chewy.com.

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