Client Care Specialist

Client Care Specialist

Position Title: Client Care Specialist

Reporting to: Chief Strategy Officer (short term); Senior Vice President of Operations (long-term; timing to be determined)

Location: Chicago, IL

Company: Veterinarian Partners

Veterinarian Partners is looking for a professional, empathetic, and highly organized Client Care Specialist to join our centralized call center. In this role, you will serve as the primary point of contact for clients across multiple hospitals, each with unique protocols, personalities, and scheduling preferences. You will handle inbound overflow callsproviding "concierge-level" service and schedulingand perform proactive outbound outreach to ensure clients receive the continuous care they need. The ideal candidate thrives in a fast-paced environment and can seamlessly pivot between different hospital protocols while maintaining a warm, client-first demeanor.

Job Responsibilities

• Inbound Patient Support & Scheduling
• Act as a seamless extension of our hospitals by answering inbound calls with a friendly, professional, helpful, and compassionate tone.
• Accurately schedule, reschedule, and cancel appointments using Practice Management systems and based on the specific hospital protocols.
• Provide clear pre-appointment instructions (e.g., fasting requirements, arrival times, and location directions).
• Proactive Outbound Outreach
• Conduct outbound "lapsed" calls to clients with pets who have not been seen for an extended amount of time (e.g., overdue annual exams, follow-up screenings, or wellness visits).
• Educate clients on the importance of their upcoming care and help overcome barriers to scheduling.
• Manage "lapsed" call lists to fill gaps in provider schedules, ensuring clinical efficiency.
• Quality Service & Communication
• De-escalate frustrated callers with empathy and professional problem-solving.
• Adhere strictly to hospital protocols based on the hospital that the patient is calling about and help the client so they want to return to our hospitals

Qualifications

• Pet Lover: loves pets
• Veterinary Experience Required: Has veterinary hospital experience and understands what hospital teams deal with daily (e.g. CVT, tech, or CSR in an animal hospital)
• Local to Chicago and willing to work onsite at the office 5 days a week
• Problem Solving: Enjoys solving problems and finding solutions to help clients; make things easier for others.
• Tech Savvy: Proficiency with Practice Management systems (e.g., Pulse) and multi-line phone systems.
• Communication: Exceptional verbal and written communication skills to help resolve client questions.
• Multitasking: Ability to navigate multiple software screens while maintaining a fluid conversation with a client.