Client Concierge

Chewy•Miami, FL

About The Position

Chewy Vet Care is hiring a full-time Client Concierge to join its practice team. The Client Concierge is the first point of support for clients and helps create a welcoming experience that delivers exceptional service. This role manages patient intakes and front-end client interactions, supports pet parents with their pets’ medical care, and provides clear, empathetic, and professional communication. The Client Concierge also supports veterinarians, veterinary technicians, veterinary assistants, and the practice manager to help ensure coordinated patient care. The role uses the practice’s integrated technology and Practice Information Management System (PIMS) to document client communications, medical updates, and follow-up instructions. It also involves completing and filing medical records, client contracts, consent forms, and authorizations; following practice Standard Operating Procedures (SOP) and Standards of Care (SOC); acting responsibly around pharmacy holdings; and assisting the Practice Manager with inventory needs. The Client Concierge cleans workspaces after patient interactions, participates in self-development and compliance training, and performs other duties as directed by management. Weekend work may be required, and some travel may be required.

Requirements

1–2 years of experience working in a customer-focused environment; veterinary experience preferred.
Strong ability to connect with clients and demonstrate empathy and compassion.
Excellent social, verbal and written communication, observational, and analytical skills.
Passion for helping people and pets with empathy and a strong customer-service focus.
Ability to thrive in a fast-paced, self-starter environment.
Ability to stand or walk for up to 80% of each shift.
Ability to frequently lift up to 50 pounds and frequently lift up to 70 pounds using an optional team lift.
Ability to rarely lift more than 70 pounds using a team lift.
Ability to stand, push, pull, carry, squat, and kneel.

Nice To Haves

Veterinary experience in a customer-focused environment.

Responsibilities

Create a welcoming experience as the first point of support for Chewy Vet Care clients.
Uphold the mission of being a trusted and convenient destination for pet parents and partners.
Work collaboratively with practice colleagues and deliver a strong client experience through service and communication.
Support veterinarians, veterinary technicians, veterinary assistants, and the practice manager.
Manage patient intakes and front-end client-facing interactions.
Engage with pet parents with empathy, personalized care, and professionalism.
Assist pet parents with their pets’ medical care and promptly resolve issues.
Handle incoming and outgoing phone communications accurately and in compliance with standards.
Use the Practice Information Management System (PIMS) to document client communications, medical updates, and follow-up instructions.
Complete, document, and file medical records, client contracts, consent forms, and authorizations accurately.
Follow the practice’s Standard Operating Procedures (SOP) and Standards of Care (SOC).
Act responsibly given the practice’s pharmacy holdings.
Assist the Practice Manager with communicating inventory needs.
Clean workspaces after every patient interaction.
Participate in self-development courses and Chewy Vet Care compliance training.
Perform related duties and assignments as directed by management.