Veterinary Call Center Representative

AMCMA; St. Louis (MO); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Short-term disability

Long-term disability

Retirement Savings Plan

Employee Assistance Program

Paid time off

Job summary

AMCMA is seeking a compassionate Call Center Representative to serve as the primary liaison between pet owners and our clinical team. You will provide telephone-based customer service, basic medical triage, and emotional support to ensure pets receive appropriate care.

Responsibilities include educating owners on policies and preventive care, managing two-clinic calendars with Covetrus Pulse, processing refills, and handling difficult conversations with empathy and professionalism.

Qualifications

• 1–2 years in a veterinary clinic or high-volume call center.
• Ability to explain medical instructions clearly and kindly.
• Familiarity with veterinary scheduling and triage is a plus.

Responsibilities

• Educate clients on hospital policies and preventative care.
• Manage calendars for veterinarians across two clinics using Covetrus Pulse.
• Handle prescription refills and record management to keep teams in sync.
• Handle high-stakes conversations with empathy, including euthanasia or financial hardship.

Skills

Veterinary experience

Communication skills

Emotional intelligence

Tech proficiency

Education

High School Diploma or equivalent

Tools

Covetrus Pulse

RingCentral

Otto

Job description

The Mission: Be the Voice for Those Who Have None

At our clinics, we believe that the journey to healing begins the moment a pet owner picks up the phone. We aren't just booking appointments; we are providing a lifeline. As a Call Center Representative, you are the primary liaison between our clients and our clinical team.

In this role, you provide a unique blend of customer service, over the phone medical triage, and emotional support. Whether it's a routine check-up or a pet owner's most stressful moment of crisis, you are the calm, professional voice that ensures every patient gets the care they deserve.

How You'll Make an Impact

Your day-to-day work is essential to the health of our patients and the flow of our clinics. You will:

• Educate pet owners on essential hospital policies, surgical preparations (like fasting requirements), and the vital importance of preventative care.
• Manage complex calendars for multiple veterinarians across two clinics using Covetrus Pulse, balancing wellness, urgent care, and surgical procedures.
• Act as the vital link for prescription refills and record management, ensuring the medical team and the pet owner stay perfectly in sync.
• Navigate high-stakes conversations, including discussions regarding euthanasia or financial hardship with unwavering empathy and professionalism.

What You Bring to the Team

We are looking for a resilient professional who thrives in a fast-paced, high-volume environment.

• Experience: 1–2 years in a veterinary clinic, veterinary front office, or high-volume call center. Veterinary experience is a plus.
• Communication Skills: Exceptional verbal and written ability. You can explain complex medical instructions simply and kindly.
• Tech Savvy: Familiarity with Covetrus Pulse, RingCentral, or Otto is highly preferred.
• Emotional Intelligence: The ability to remain composed and empathetic when speaking with distressed or grieving pet owners.
• Education: High School Diploma or equivalent. (CVT or Vet Assistant background is a bonus!)

Work Environment

• Fast-Paced: Ability to handle back-to-back calls during peak morning and evening hours.
• Purpose-Driven: While there is an emotional toll in dealing with medical crises, the impact you have on the lives of pets and their families is profound.

Benefits:

• Medical, Dental, and Vision insurance
• Short-term
• long-term disability (100% employer paid)
• Retirement Savings Plan
• Employee Assistance Program
• Paid time off (vacation, sick, holiday pay)

Employee Discounts (after 90 days):

• 40% off veterinary services
• 15% off prescription diets
• $50 off adoptions at HSMO
• 10% off gift shop items
• Purina for Professionals