Veterinary Contact Center Representative

Animal Emergency & Referral Center Of Minnesota; Oakdale (MN); On-site; USD 25,000 - 34,000; Full time

Job summary

Animal Emergency & Referral Center of Minnesota (AERC) in Oakdale, MN seeks a Veterinary Contact Center Representative to be the first point of contact for pet owners calling for emergency and specialty care. The role requires compassionate communication, efficient information gathering, and coordination with veterinary teams to ensure timely care.

You will handle calls, emails, and messages, guide clients on hospital services, and support the medical staff by maintaining clear, accurate records

Qualifications

• Excellent communication skills.
• Calm under pressure in stressful situations.
• Empathetic and compassionate demeanor.
• Organized and detail-oriented with strong follow-through.
• Able to multitask while maintaining accuracy and speed.

Responsibilities

• Serve as the communication hub for the 24/7 emergency hospital.
• Answer incoming calls with professionalism, empathy, and confidence.
• Determine the urgency of calls using established protocols.
• Gather patient information and document client concerns.
• Route calls/messages to the appropriate medical team.
• Assist clients with general hospital information and directions.
• Coordinate with veterinarians and staff to facilitate care.
• Maintain accurate documentation in the electronic medical record.

Skills

Excellent communication

Calm under pressure

Empathy

Organized

Detail-oriented

Multitasking

Tools

EMR software

Job description

Veterinary Contact Center Representative

Job Details: Location: Oakdale, MN 55128. Position Type: Full Time. Salary Range: $17.50 - $25.20 per hour. Travel: None. Shift: Evening/Swing.

Your voice can make someone's worst day a little bit better.

When a pet owner calls an emergency animal hospital, they aren’t just looking for information—they’re looking for reassurance. At Animal Emergency & Referral Center of Minnesota (AERC), our Contact Center Representatives are often the very first people clients speak with during some of the most stressful moments of their lives. Your calm voice, compassion, and ability to gather the right information help set the stage for exceptional emergency and specialty care.

If you enjoy helping people, solving problems, and thrive in a fast-paced environment, we’d love to meet you.

What You'll Do

As a Veterinary Contact Center Representative, you’ll serve as the communication hub for our 24/7 emergency and specialty hospital.

• Answer incoming calls with professionalism, empathy, and confidence
• Help determine the urgency of incoming emergency calls using established protocols
• Gather patient information and accurately document client concerns
• Route calls and messages to the appropriate medical team members
• Assist clients with general hospital information, directions, and services
• Respond to email inquiries and facilitate medical record requests
• Support veterinarians and hospital staff by coordinating communication with clients
• Maintain accurate documentation in the electronic medical record

No two calls are alike, and every shift offers an opportunity to make a meaningful impact.

Qualifications

• An exceptional communicator
• Calm under pressure
• Naturally empathetic
• Organized and detail-oriented
• Comfortable multitasking while maintaining accuracy
• Passionate about helping both people and pets

Preferred Experience

• Customer service or contact center experience
• Veterinary, medical, or healthcare experience
• Experience with multi-line phone systems
• Familiarity with medical terminology

Why You'll Love Working at AERC

AERC is Minnesota's only locally owned emergency and specialty veterinary hospital. For more than 40 years, we’ve been providing advanced medical care while building a workplace where collaboration, learning, and compassion come first.

We offer:

• A supportive, team-focused culture
• Opportunities for growth and advancement
• Extensive training and continuing education
• The chance to make a real difference for pets and the people who love them

Schedule

Because pets need emergency care around the clock, our Contact Center operates from 7am to 1am every day, 365 days a year. Team members should be available to work a combination of days, evenings, weekends, and holidays based on department needs.

Every Call Matters

Sometimes you’ll help someone find the right specialist.

Sometimes you’ll help a worried family stay calm until they arrive.

Sometimes you’ll simply be the reassuring voice they needed to hear.

If that sounds like meaningful work to you, we’d love to hear from you.