Vetco Escalations Specialist

Primarily responsible for the most sensitive cases and emergencies that occur from a Vetco Vaccination Clinic visit. This customer-facing role solves and responds to complex situations that require de-escalation and resolution through strong communication skills, empathy and the ability to maintain composure under high-stress situations.

Duties & Responsibilities:

• Responsible for all customer-facing interactions and de-escalations
• Required to be rotationally on call during evenings and weekends to address and resolve highly complex emergencies including pet deaths and “Cannot Pay” situations
• Vaccine Reactions – Manage de-escalation with pet parents that lead to resolutions.  Provide informational communication to field teams.  Responsible for customer contact, check-in, relay reimbursement information for vaccine related care, obtaining invoices & chart notes, communicating w/ team at treating clinic.  Interpreting chart notes to determine diagnosis and identify company’s assistance with reimbursement.
• Vaccine reaction reporting – Routinely collect data from various sources (incident reports, client reporting, etc.), identify trends and submit vaccine reaction reporting on behalf of Vaccination clinics and full-service hospitals to manufacturers & leadership.  Generate reports to manufacturers for reimbursements.
• Product Reactions – Identify trends based on reported cases, put alerts on pet account for product in question, refund the product and provide client information to contact manufacturer
• Incident Reports – manage all routine and complex client incidents requiring de-escalation and resolution 
• Clinic feedback and surveys - de-escalation with pet parent and communication to field teams for coaching and corrective actions.  Recognize trends in certain areas and provide coaching guidance to field to ensure long-term resolution.
• BBB Complaints – Contact pet parent to resolve and communication resolution to BBB
• Approval and denial of prescription order requests via portal, fax or phone. Must have strong attention to detail to ensure accuracy
• Strong Investigative and Resolution skills – required to understand and interpret multiple documents, resources and platforms in a single case to best resolve.  Thinks of several possible alternatives for a situation and anticipates potential obstacles and develops resolutions to overcome them  
• Project Management & Organization – Manage multiple cases at the same time with minimal supervision or guidance.  Responsible for following through each case from the time of reporting through final resolution.
• Partnership Responsibilities - Partner with various groups within the organization (i.e.: Legal, Risk Management, Medical) to resolve complex cases.  Considers the impact of external and internal customers when taking action or carrying out job responsibility. Routinely help support the roles and responsibilities of other team members when they are ill or absent.
• Leadership Responsibilities - Lead, train, assign and check the work of other team members as team or project lead on as as-needed basis.  Works under minimal supervision

Minimum Qualifications:

• Minimum high school education
• 3 years or more of work in an animal health related field strongly preferred
• Ability to interpret veterinary chart notes to make reimbursement and reporting decisions
• Excellent Customer Service skills
• Strong organization skills and time management – will need to work multiple cases at the same time
• Excellent verbal and written communication
• Attention to detail
• Patience and empathy
• Must work and collaborate well with others
• Adaptable to change
• Ability to identify, track and communicate concerning trends, functions and protocols that need improving

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