Bilingual Call Center Specialist

Job Description

Job Description

In all that we do, Anicira works to improve the quality of life for cats and dogs in our communities. We offer a range of programs and veterinary services designed to advance our mission of making high-quality veterinary care affordable and accessible to all.

We are seeking a compassionate, dependable, and service-oriented Bilingual (English/Spanish) Call Center Specialist to join our team. This position plays an important role in helping clients access the veterinary care their pets need by providing knowledgeable, efficient, and supportive assistance over the phone.

The successful candidate will share Anicira’s commitment to exceptional client service and accessible veterinary care. Our Call Center Specialists create a welcoming and supportive experience for clients and their pets while effectively managing a fast-paced, high-volume call environment.

The ideal candidate will:

• Demonstrate excellent written and verbal communication skills.
• Provide compassionate, professional, and non-judgmental client service.
• Demonstrate respect and friendliness toward clients and team members while appreciating cultural differences and approaching interactions with kindness and an open mind.
• Be comfortable working independently while also collaborating effectively as part of a team.
• Think quickly, problem-solve, and exercise sound judgment.
• Remain calm, positive, and professional during challenging or emotional client interactions.
• Be comfortable learning and utilizing veterinary practice management software and other technology.
• Be organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Responsibilities include, but are not limited to:

• Provide excellent client service during every interaction.
• Answer incoming calls and assist clients with scheduling appointments, general questions, and information about Anicira’s services.
• Manage a multi-line phone system and accurately and efficiently triage incoming calls.
• Communicate with clients in a professional, positive, compassionate, and calming manner.
• Present and explain fees, treatment plans, products, and services clearly and accurately.
• Educate clients regarding available services and appropriate next steps for their pets.
• Gather relevant information to help triage patient concerns and appropriately alert veterinary nurses, technicians, or doctors when medical guidance is needed.
• Schedule appointments accurately based on hospital protocols, service availability, and patient needs.
• Utilize veterinary practice management software accurately and efficiently.
• Generate hospital forms, reports, and other documentation using practice management software.
• Maintain accurate medical records, charts, reports, and client correspondence.
• Process client financial transactions accurately.
• Review applications and determine client eligibility for applicable financial assistance programs in accordance with established guidelines.
• Collaborate with hospital and Resource Center team members to help clients navigate their pets’ care.
• Maintain client and patient confidentiality at all times.
• Perform other duties as assigned.

Full-Time: Monday–Thursday
Hours: 10:00 a.m.–9:00 p.m.

This position requires the ability to sit and work at a computer for extended periods of time, including frequent typing and telephone use. The employee must also be able to stand, walk, stoop, kneel, crouch, and lift, carry, or move items as necessary to perform the essential functions of the position.

Anicira offers a comprehensive benefits package for eligible full-time employees, including:

• Top-tier health, dental, and vision insurance
• Paid time off (PTO)
• Paid holidays
• 401(k) retirement plan with employer match
• Flexible Spending Accounts (FSA) for healthcare and dependent care expenses
• Employee Assistance Program (EAP)
• Optional supplemental insurance
• Generous veterinary care discounts for personal pets