Innovetive Petcare

Title: Veterinary Client Experience & Call Quality Specialist Location: USA Department Administrative Employment Type Full Time Workplace type Fully remote Compensation $22.00 - $24.00 / hour Department: Administrative Job Description: Innovetive Petcare is seeking a customer-focused, detail-oriented Call Quality Monitoring Specialist to support exceptional communication standards and client service experiences across our veterinary hospitals. In this fully remote role, you will review client phone interactions, evaluate appointment booking effectiveness, monitor AI-assisted call experiences, and help improve how veterinary teams connect with pet owners every day. This opportunity is ideal for candidates with experience in veterinary customer service, veterinary receptionist leadership, call quality assurance, veterinary client communications, or multi-site client support environments who are passionate about delivering outstanding service experiences. If you enjoy coaching through insight, identifying opportunities to improve the client journey, and supporting veterinary teams through communication excellence, we encourage you to apply. Key Responsibilities Veterinary Client Service & Call Quality Monitoring - Review and evaluate recorded inbound and outbound veterinary client calls across assigned hospitals - Assess customer service quality, professionalism, empathy, and communication effectiveness - Monitor AI Virtual Assistant interactions for accuracy, client experience quality, and successful call routing - Evaluate appointment booking conversion and identify missed scheduling opportunities - Score calls using standardized quality assurance guidelines and service standards - Identify coaching opportunities related to client communication, scheduling, and de-escalation techniques - Maintain detailed records of call reviews, scoring, trends, and feedback documentation Client Experience Reporting & Insights - Prepare weekly and monthly call quality reports and customer service scorecards - Analyze trends related to: - Appointment conversion performance - Missed and abandoned calls - After-hours client communication - AI-assisted call handling effectiveness - Scheduling accuracy and responsiveness - Share actionable insights and service improvement recommendations with leadership teams - Help identify enterprise-wide opportunities to improve the veterinary client experience Coaching & Training Support - Partner with hospital leaders and CSR teams to improve client communication standards - Provide examples of successful client interactions and coaching opportunities - Recommend customer service training topics based on recurring trends and quality findings - Support onboarding and early-stage CSR development through call review feedback Systems & Program Support - Utilize Weave for call playback, communication review, and reporting - Use Patient Prism analytics to evaluate booking conversion and call outcomes - Support optimization efforts for AI-assisted veterinary communication systems - Assist with refining customer service quality standards and evaluation processes Qualifications - At least 1 year of leadership experience. - Previous experience in call quality assurance, call monitoring, customer service coaching, or client experience evaluation - 2+ years of experience in veterinary customer service, veterinary reception, veterinary operations, or client communications - Strong listening, communication analysis, and interpersonal skills - Excellent written communication and documentation abilities - High attention to detail with strong organizational and time management skills - Ability to manage multiple hospitals, priorities, and reporting workflows simultaneously - Proficiency with Microsoft Office, including Excel and Word Preferred Qualifications - Experience using Weave communication software - Familiarity with Patient Prism or similar call analytics platforms - Background in veterinary front desk operations, veterinary call centers, or multi-location support environments - Experience working with AI-assisted customer communication technology or virtual assistant platforms - Multi-site veterinary support or enterprise-level experience Why Join Innovetive Petcare? At Innovetive Petcare, we are committed to delivering exceptional veterinary care and outstanding client experiences across our growing hospital network. This role offers the opportunity to directly influence how pet owners experience communication, scheduling, and support throughout their veterinary journey. You will collaborate with compassionate, forward-thinking teams focused on innovation, service excellence, and continuous improvement in veterinary medicine. Full-Time Benefits Include: - Medical, dental, vision, and life insurance - Paid time off - 401(k) with employer match - Employee discounts - Free annual membership to Calm Health - Ongoing training and career development opportunities Join a team that values communication excellence, customer service, and meaningful impact in veterinary healthcare. About Innovetive Petcare Innovetive Petcare owns and operates veterinary practices across the country. Our clinics benefit from our tools, resources, and a great support team dedicated to helping veterinary practices prosper and grow. We run a great business so our veterinarians can focus on providing exceptional patient care. We want our veterinarians and staff to enjoy a better life, with more work-life balance, a strong supportive community, and ongoing training and career development. At Innovetive Petcare, it all begins with a great team. From the veterinarians, veterinary technicians, practice managers, and administrative staff at our clinics, to the great support team in our home office, our team is passionate about animal health. We are a culture-first company, that is working to redefine the veterinary lifestyle! We don’t just talk about it; we are living it! Equal Opportunity Employer Policy Innovetive Petcare is an Equal Opportunity Employer and a member of E-Verify. We are proudly committed to recruiting and retaining a diverse and inclusive workforce. We do not discriminate based on age, race, gender, sexual orientation, religion, national origin, disability, or any other non-merit factor. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

• Manage high-volume inbound and outbound calls related to veterinary pharmacy requests, appointment scheduling, and general client inquiries • Provide support for online veterinary pharmacy services, including prescription coordination and client education • Schedule and manage appointments across multiple veterinary hospitals • Perform telephone triage, routing urgent and non-urgent inquiries appropriately • Deliver personalized, high-quality client communication via phone, SMS, and email • Accurately document interactions within electronic medical records (EMR) and communication systems • Act as a brand ambassador by adapting communication style to reflect each hospital’s culture • Collaborate with hospital teams to improve workflows, resolve issues, and enhance the client experience • Meet and exceed call center KPIs, including response time, accuracy, and client satisfaction

• Build and maintain strong relationships with veterinary colleges, faculty, career services, and student organizations. • Plan, organize, and participate in campus recruiting events, career fairs, and networking sessions to promote the Innovetive Petcare brand. • Coordinate externship placements for veterinary students and match them with hospitals based on skills, interests, and career goals. • Collaborate with your teammates to design and execute tailored recruiting strategies that align with business needs. • Manage and mentor Student Ambassadors to strengthen our presence at key universities. • Utilize ATS (Pinpoint), CRM (Salesforce), and Microsoft Excel to track candidates, manage pipelines, and maintain data integrity. • Use social media tools (LinkedIn, Facebook, Canva) to create engaging content, post jobs, and connect with future veterinary professionals. • Partner closely with hiring managers and hospital leaders to ensure a seamless candidate experience. • Leverage market insights to develop proactive recruiting campaigns and build long-term talent pipelines.

• Innovetive Petcare is seeking an experienced and strategic Specialty & Emergency Veterinary Marketing Manager to support our growing network of 12–15+ specialty and emergency veterinary hospitals across the United States. • This remote marketing leadership role is ideal for a veterinary marketing professional with experience in specialty and emergency veterinary medicine, referral relationship management, healthcare marketing, and multi-location growth strategy. • The individual in this role will partner closely with hospital leadership, field operations teams, referral coordinators, and centralized marketing partners to drive referral growth, increase case volume, strengthen brand visibility, and support local hospital success. • If you are passionate about veterinary healthcare marketing, specialty referral growth, strategic planning, and community engagement, we encourage you to apply.

• Oversee the business and operational performance of 5–15 veterinary hospitals within an assigned region. • Serve as a strategic partner to hospital leadership, ensuring excellence in patient care, staff development, and financial outcomes. • Primary liaison between veterinary practices and the Innovetive Support Center, helping to drive operational improvements. • Implement corporate initiatives and support sustainable growth across your portfolio.