Care Coordinator

Summary

Join Bond Vet as a Remote Care Coordinator and provide exceptional client experiences by handling high-volume calls and emails related to scheduling, services, and general pet care. You will be the first point of contact for clients, ensuring high-touch customer service and administrative support. This part-time role involves 5-hour shifts and requires experience in a high-volume call center, proficiency in communication platforms, and strong organizational skills. Bond Vet offers a supportive work environment with benefits including medical, dental, and vision plans, paid time off, parental leave, 401k matching, and opportunities for professional growth.

Requirements

• Previous experience of at least 1 year in a high-volume call center environment, with a proven track record of handling inbound and outbound calls in the health industry
• Strong ability to manage and prioritize a significant volume of emails on a daily basis
• Proficiency in call routing and effective communication with team members to ensure seamless client interactions
• Experience with administrative tasks, including appointment scheduling and rescheduling
• Familiarity with using customer relationship management (CRM) software such as Zendesk and Vetspire
• Comfortable using communication platforms like Slack and Google to liaise with remote team members and clinic staff
• Excellent active listening skills to ensure client needs are met effectively and efficiently
• Ability to handle a dynamic and fast-paced work environment while maintaining a high level of professionalism and customer service
• Strong organizational skills and the capacity to meet and exceed call and email performance goals
• Dedication to delivering exceptional client experiences and ensuring client satisfaction at all times
• Comfortable being online and available for taking calls for 8-9 hours per shift
• Previous experience in answering 90+ calls per shift
• Access to a quiet working space to ensure clear and professional communication during calls

Responsibilities

• Provide a top-notch client experience while answering a high volume of incoming calls from existing and prospective clients to address inquiries related to scheduling appointments, services offered, and general pet care and clinic information
• Review and respond to a high volume of emails (this may be over 100 emails a day!) focused on sending and receiving medical records
• Triage and route calls to virtual nurses or clinic team members if needed (this may be over 100 calls a day!)
• Assist with various administrative tasks such as clinic reschedules
• Utilize multiple programs and platforms to document client interactions such as Zendesk and Vetspire
• Utilize Slack and Google platforms to communicate with our virtual nurses and clinic team members (including in-clinic Care Coordinators, Nurses, and DVMs)

Benefits

• Support for your physical and mental wellness: medical, dental & vision plan options and access to mental health support programs
• Time for you and loved ones: great PTO, fully paid parental leave over your time at Bond, discounted Bond Vet services for pets
• Dedication to your financial future: 401k match and competitive pay: starting pay range is $16-18/hr Depending on Experience
• A place to grow: culture that is centered in learning and development, career pathing, mentorships, empowerment and trust