Description
Additional responsibilities as the Customer Experience Associate:
Responsible for the client complaint escalation process which involves coordination and communications with clients, hospital leadership teams, third-party claims specialists, legal department, and others as needed.
Maintain records of client escalations, adverse medical events, client veterinary board complaints, and other incidents related to the quality of patient care; report and analyze trends on a periodic basis.
Act as a client service advocate by personally handling or referring client issues/needs to appropriate hospitals; respond to requests obtained through BluePearl website customer service channels; follow-up to ensure accurate and timely responses to improve customer loyalty.
Oversee online brand reputation; manage negative social media reviews by writing appropriate replies, coordinating with hospital contacts and/or digital marketing, posting responses to popular review websites, and analyzing trends.
Assist in CX evolution and governance activities by creating and/or editing process activity documents, platform user guides, manuals, training presentations, reporting dashboards, and related materials.
Support Voice-of-Client (VOC) Survey enhancements and initiatives, which can include survey testing, data quality checks, report generation, data quality checks, and report generation.
Other job duties as assigned.
Why BluePearl?
BluePearl Veterinary Partners grew from the dreams of numerous veterinarians who believed pets should have access to high-quality, groundbreaking healthcare. As a member of Mars Petcare, by joining the BluePearl team you will have unlimited growth potential and endless opportunities. We offer health benefit package options, competitive compensation, flexible work schedules, and positive, friendly work culture.
Benefits you will receive:
Health benefits options
Competitive compensation
Flexible hours
Scrub allowance
Opportunity to bring your dog to work
Additional training
Unlimited growth potential!
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BluePearl is committed to a diverse work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and you will receive consideration for employment without regard to race, color, national origin, religion, creed, sex, age, disability, genetic information, marital status, citizenship status, sexual or affectional preference, or gender identity or expression, protected veteran status, or any other characteristic protected by law. If you need assistance or accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request. We are an Equal Opportunity Employer and a Drug Free Workplace.
To apply for this job please visit bluepearlvet.com.
