Job Description

Join Our Team at Hannah Pet Hospital!

Are you passionate about delivering exceptional customer service and building strong relationships? Do you thrive in a fast-paced environment where you can make a difference every day? Do your co-workers refer to you as a Customer Service Super Star? Hannah Pet Hospitals is looking for compassionate and dedicated individuals to join our team as Member Advocates!

As a Member Advocate, you will play a critical role in supporting our Members and their Pets by providing outstanding customer service, resolving concerns, and ensuring a seamless and positive experience.

Key Responsibilities:

• Provide high-quality service to Members by resolving inquiries, disputes, and service issues with care and professionalism.
• Schedule appointments and triage medical concerns, routing them to the appropriate team or medical professional.

· Manage all billing-related communications, providing timely and accurate responses to inquiries about account status, payment arrangements, and billing discrepancies.

· Proactively handle declined payment reports by executing follow-up calls, rerunning transactions, and sending text messages and emails to resolve outstanding issues.

· Negotiate with Members to resolve disputes and retain their business.

• Process cancellations while striving to retain Members whenever possible.
• Collaborate with other departments to resolve complex issues requiring cross-team input.
• Support Member retention efforts by implementing strategies and collecting feedback to improve satisfaction.

· Maintain a compassionate and professional approach to sensitive issues such as pet loss or financial hardship.

· Adhere to company policies, upholding ethical standards in all interactions and ensuring compliance with relevant laws and regulations.

Qualifications:

• Education: High school diploma or equivalent; college degree preferred.

Experience:

• Previous customer service, call center, or billing experience preferred.
• Experience in veterinary or healthcare settings is a plus.

Skills:

• Exceptional communication and problem-solving skills.
• Ability to remain calm and professional in a fast-paced environment.
• Strong multitasking and organizational abilities.
• Proficiency in using office software (e.g., Microsoft Office Suite) and CRM systems.

Physical Requirements:

• Ability to sit for extended periods while working at a computer.
• Manual dexterity for typing and using office equipment.
• Clear speech and hearing for phone communication.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for growth and development.
• A supportive and collaborative work environment.
• The chance to make a meaningful impact on the lives of Pets and their families.

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