Client Concierge

Chewy•Miami, FL

About The Position

Chewy Vet Care is hiring a full-time Client Concierge for its veterinary practice team. The role serves as the practice’s first point of support, creating a welcoming experience and providing front-end, client-facing service while supporting veterinarians, veterinary technicians, veterinary assistants, and the practice manager. The Client Concierge manages patient intake, communicates with pet parents with empathy and professionalism, and helps resolve service issues promptly. The position uses integrated technology, including the practice’s Practice Information Management System (PIMS), to document client communications, medical updates, and follow-up instructions. It also supports accurate completion and filing of medical records, contracts, consent forms, and authorizations; follows practice procedures and standards of care; assists with inventory communication; and maintains clean workspaces after patient interactions. The role includes required self-development courses and compliance training. 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 an excellent customer-service focus.
Ability to thrive in a fast-paced, self-starter environment.
Ability to stand or walk for up to 80% of a shift.
Ability to frequently lift up to 50 pounds.
Ability to 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.

Responsibilities

Create a welcoming experience as the first point of support for Chewy Vet Care and uphold the practice’s service standards.
Work collaboratively with peers and provide pet parents with stellar service and communication.
Support the practice’s veterinarians, veterinary technicians, veterinary assistants, and practice manager.
Manage patient intakes and all front-end client-facing interactions.
Engage pet parents with empathy, personalized care, and professionalism.
Assist pet parents with obtaining medical care for their pets and promptly resolve issues.
Handle incoming and outgoing phone communications with quality, accuracy, and compliance.
Use the Practice Information Management System (PIMS) to document client communications, medical updates, and follow-up instructions.
Accurately complete, document, and file medical records, client contracts, consent forms, and authorizations.
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 required Chewy Vet Care compliance training.
Perform related duties and assignments as directed by management.