Veterinary Client Care, Pharmacy Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide support to Innovetive Petcare’s extensive network of veterinary hospitals through a centralized veterinary call center.

• Handle a high volume of inbound and outbound calls related to pharmacy requests, appointment scheduling, and client inquiries.

• Assist with online veterinary pharmacy services, encompassing prescription coordination and client education.

• Schedule and oversee appointments across various veterinary hospitals.

• Conduct telephone triage and appropriately direct urgent and non-urgent inquiries.

• Engage with clients via phone, SMS, and email.

• Accurately document interactions in electronic medical records (EMR) and communication systems.

• Tailor communication style to reflect the culture of each hospital.

• Work collaboratively with hospital teams to streamline workflows, resolve issues, and enhance the client experience.

• Achieve call center KPIs regarding response time, accuracy, and client satisfaction.

• Report directly to Amy Ament.

⛳️ Requirements

• A minimum of 2 years of veterinary experience (required) in roles such as technician, assistant, or client service.

• Solid understanding of veterinary terminology, hospital workflows, and commonly used medications.

• Previous experience in a call center, remote customer service, or client-facing role is preferred.

• Proficiency in veterinary practice management software (PIMS) and Microsoft Office applications.

• Exceptional written and verbal communication abilities across phone, text, and email.

• Capability to multitask and maintain organization in a remote, high-volume setting.

• Detail-oriented with excellent documentation and problem-solving skills.

• Compassionate and proactive mindset, emphasizing client satisfaction and patient care.

• Full-time availability with rotating Saturdays is mandatory.

🏝️ Benefits

• Health, dental, vision, and life insurance.

• Paid time off (PTO).

• Paid parental leave.

• 401k retirement plan with company match.

• Employee discounts and perks.

• Opportunities for training, continuing education, and career development.

• Complimentary annual subscription to Calm Health.

• A culture-first company where FUN is a core value!

• Chance to support a nationwide network of veterinary hospitals.

• Collaborative and growth-oriented team environment.

• Make a direct impact on the client and patient experience.