Veterinary Client Care Specialist

About the Role 

We are seeking a compassionate and knowledgeable Veterinary Client Care Specialist to provide exceptional support to pet owners before and after surgical procedures. In this role, you will serve as a primary client contact, offering guidance on surgical services, recovery, post-operative care, and medical concerns while working closely with veterinarians and technicians.  

 

When not assisting with medical inquiries, you will provide backup support to the Call Center by handling incoming calls, client questions, and scheduling-related needs. The ideal candidate has a strong veterinary background, excellent communication skills, and the ability to assess client concerns using established protocols. This position is ideal for a veterinary professional who enjoys client education, patient advocacy, and helping ensure positive surgical outcomes. 

 

Key Responsibilities 

Serve as the primary point of contact for clients regarding surgical procedures, pre-operative requirements, post-operative care, and recovery expectations. 

Respond to incoming calls, emails, text messages, and other client inquiries with professionalism, empathy, and accuracy. 

Utilize veterinary knowledge and established clinic protocols to assess post-surgical concerns and provide appropriate recommendations. 

Triage medical inquiries and identify cases requiring escalation to veterinarians or veterinary technicians. 

Educate pet owners regarding surgical procedures, medications, recovery timelines, home care instructions, and potential complications. 

Collaborate closely with veterinarians and clinical teams to communicate patient concerns and coordinate follow-up care. 

Schedule, modify, and confirm appointments while ensuring accurate collection and documentation of relevant medical information. 

Review patient records and maintain thorough, accurate medical documentation. 

Conduct follow-up communications regarding recovery progress, treatment compliance, recheck appointments, and post-operative concerns. 

Escalate urgent or potentially serious medical issues promptly to the appropriate clinical staff. 

Provide compassionate support and reassurance to pet owners during stressful or emotional situations. 

Maintain a high level of customer service while supporting the organization's mission and standards of care. 

 

Qualifications 

Preferred Qualifications 

Veterinary Technician experience preferred. 

Credentialed Veterinary Technician (LVT, RVT, or CVT) preferred but not required. 

Bilingual (English / Spanish) preferred but not required.  

Required Experience & Skills 

Minimum of two (2) years of experience in a veterinary clinic, animal shelter, spay/neuter clinic, animal hospital, or related animal welfare environment. 

Strong understanding of veterinary surgical procedures, anesthesia, pain management, and post-operative patient care. 

Ability to recognize potentially urgent medical concerns and respond appropriately according to established protocols. 

Excellent verbal and written communication skills with a strong focus on client education and support. 

Strong critical thinking, problem-solving, and decision-making abilities. 

Ability to remain calm, professional, and solution-oriented in high-volume or high-stress situations. 

Exceptional attention to detail, organizational skills, and documentation accuracy. 

Proficiency with veterinary practice management software, electronic medical records, and standard computer systems. 

Experience handling sensitive conversations regarding patient health, treatment recommendations, and recovery concerns. 

Ability to work independently while collaborating effectively with cross-functional veterinary teams. 

 

Schedule & Availability

This position primarily works standard business hours; however, flexibility is required. 

Occasional evening & weekend hours, may be required based on business and patient care needs. 

Candidates must be willing and able to provide weekend coverage as scheduled. 

 

Why Join Us? 

Make a meaningful impact by helping deliver accessible, high-quality veterinary care. 

Apply your veterinary knowledge in a rewarding role focused on patient advocacy, client education, and medical support. 

Work alongside a dedicated, mission-driven team committed to animal welfare and compassionate care. 

Help improve surgical outcomes through proactive communication and post-operative support. 

Be part of an organization focused on reducing pet overpopulation and improving the lives of pets and the families who love them. 

Contribute to a culture that values teamwork, compassion, professional growth, and excellence in client service.