Job Description

ABOUT THE COMPANY 

United Veterinary Care is a fast-growing network of veterinary hospitals with locations throughout the east coast and Midwest regions of the United States, with our headquarters located in West Palm Beach, Florida. We are fully committed to our vision of “Improving the Lives of All Pets and People”. We empower, support and unite our hospitals and team members so that we can provide top quality medicine for improved pet health, fair pricing and financial transparency for pet parents, along with unrivaled customer service. We partner with our local hospital teams to preserve and protect their brand legacy while ensuring their success.  

We are looking for a highly motivated Digital Client Experience & Public Relations Specialist with an entrepreneurial spirit to join our growing Marketing team. 

POSITION OVERVIEW 

The UVC Client Experience & Public Relations Specialist reports directly to UVC’s Director, Digital & Content Marketing and supports our hospital teams by creating, developing and executing marketing processes and programs to enhance the client experience, working with the UVC marketing organization and our agency partners. They will also assist in handling sensitive public relations issues at the local level. 

The ideal candidate for this position should possess a strong understanding of customer service, client experience, and online reputation management. Marketing or public relations experience is required for this role. Multi-location animal or human healthcare experience is preferred. 

Must possess the ability to multitask & meet deadlines, have a love for analytics/data, and be highly collaborative with the ability to work with multiple internal & external teams. 

TOPLINE JOB RESPONSIBILITIES 

• Online Reputation Management 

• Call Monitoring Management 

• Online Directories Listing Management 

• Website User Experience 

• Reminder System Quality Control 

• Onboarding and Training of all CX-related systems 

• Data, Analytics and Reporting of all CX-related activities

ONLINE REPUTATION MANAGEMENT 

• Monitor reviews and NPS surveys on a daily basis for a group of 40+ hospitals and work closely with local Digital CSRs and Practice Manager to craft appropriate and timely responses, with the goal of improving the client experience and overall online reputation. 

• Monitor all incoming communications (messages, Q&A, appointment requests, mentions) on Facebook, Yelp, Google My Business, etc. and work with local Digital CSRs and Practice Manager to craft appropriate and timely responses. 

• Provide one on one and group coaching to local Digital CSRs with the goal of empowering them to execute appropriate online review and digital communication responses, including follow through. 

• Track trends and provide improvement strategies to the Operations team & local Practice Manager. 

• Monitor social media sites for negative mention of local hospitals and immediately report any potential crisis situations to the Director, Digital & Content Marketing. 

• Analyze and track reputation scores across all applicable online review sources, including NPS, and prepare a monthly reputation performance report.

CALL MONITORING MANAGEMENT 

• Listen to incoming phone calls. Highlight and provide training opportunities, to the hospital’s Operating Advisor and Practice Manager.  

• Monitor reviews daily and ensure that the hospitals are responding timely and appropriately.  If not, coordinate with the Operating Advisor to correct.  

• Monitor client calls to our hospital daily utilizing various call tracking and recording tools and systems. 

• Develop reporting system so that COO and Operating Advisors are aware of hospital performance and growth opportunities.  

• Provide feedback and recommendations for improvement to Practice Manager, lead CSR and Operations Advisor.  

• Review existing call tracking / recording solutions and propose one system for company-wide use. 

• Transition all hospitals, both existing and new partner hospitals, to a single call recording company. 

• Train lead CSR and Practice Manager how to use the system(s), review calls, escalate issues, etc. 

• Provide monthly training to front office team and practice managers on call performance, conversation skills improvement and booking appointments.

ONLINE DIRECTORY LISTINGS MANAGEMENT 

• Utilize listing management software to maintain and regularly update all applicable online directory listings, including but not limited to hours, contact information, directions, photos, services, FAQs, and promotions. 

• Identify areas for improvement and develop strategies to execute improvements. 

• Ensure directory listings for all hospital locations are properly claimed and published at all times. 

• Work closely with the Director, Digital & Content marketing to develop and execute regular content posting on applicable directories.

WEBSITE USER EXPERIENCE 

• Evaluate local hospital websites and identify ways to improve the client’s user experience and journey while navigating the website. 

• Work closely with website developers to outline and execute website improvements. 

• Ensure changes to website workflow are reflected across any applicable mediums (social media, listings, apps, etc.).

REMINDER SYSTEM QUALITY CONTROL 

• Work with practice managers and lead CSRs to ensure optimal use and integrity of our client reminder systems. 

• Quality control reviews of the various reminder systems, including PetDesk, Vet2Pet and Pet Health Network Pro, etc. 

• Ensure that all hospitals have reminders for all products and services related to the Five Pillars (Exams & related bloodwork, Vaccines, Parasite Protection, Dental and Chronic Diseases). 

• QA/QC reminders to ensure that language used is client friendly (example: Your pet is due for a Heartworm Test vs. Your pet is due for 4DX). 

• Review reminder channels (app, email, mail and text) and cadence to ensure that all channels are used, and cadence does not deviate from company-wide norms without approval. 

• Become proficient in utilizing and setting up our reminder tools and practice management systems. 

• Work closely with Head of Marketing to develop and execute tactics related to Reminder Systems.

CONTINUAL IMPROVEMENT AND OWNERSHIP 

• Accomplish organization goals by accepting ownership for accomplishing new and different requests and explores opportunities to add value to job accomplishments.  

• Provide onboarding and training on Client Experience related systems for new and existing hospitals. 

• Analyze, prepare and deliver reports and presentations directly to Marketing Directors, Head of Marketing and/or Chief Strategy Officer and other key stakeholders.  

• Consistently deliver fresh ideas and recommends new technologies as needed. 

• Optimize budgets by comparing and analyzing actual results against plans and forecasts, measuring performance vs. industry benchmarks, set KPIs and ROI objectives. 

• Perform competitive analysis and tracks industry best practices.  

• Update job knowledge by participating in educational opportunities and reading trade publications. 

• Other duties as assigned.

QUALIFICATIONS / SKILLS 

Ideally, the candidate will demonstrate the following skills: 

• Demonstrates initiative, attention to details and continuous improvement. 

• Collaborative, solutions-oriented team player with positive outlook and demeanor. 

• Seeks to understand and meet the needs of the client, be they the pet owner, hospital team or other internal or external stakeholder. 

• Ability to maintain task focus and attention to details while never losing sight of the mission objective. 

• Ability to meet deadlines, collaborate and lead internal and external teams. 

• Able to prioritize multiple tasks and meet tight deadlines. 

• Solid project management, financial and communication / presentation skills. 

• Excellent campaign planning, management and results reporting.

EDUCATION AND EXPERIENCE REQUIREMENTS: 

• Bachelor’s in Marketing, Digital Marketing, Social Media, Public Relations and/or Advertising. 

• 3 years + proven work experience in public relations, client experience, customer service, marketing, or related field particularly within the multi-location healthcare (veterinary or human medical/dental) and/or multi-location retail space. 

• Strong understanding and application of online reputation channels, call tracking tools, online directories, website user experience and appointment reminder systems.  

• Demonstrable experience in improving reputation and client experience across multi-location platforms. 

• Highly creative with experience in identifying and capitalizing on opportunities for optimal client experience. 

• Experience working within the veterinary health field a plus.

BENEFITS & WORK HOURS  

United Veterinary Care is committed to our number one asset, our team members. Work is accomplished in a collaborative, empowering and supportive environment. All full-time permanent team members have access to our competitive Team Member Benefits Program which consists of Healthcare, Dental, Vision, 401K Retirement Plans, Life Insurance, Voluntary Benefits and VIP Discounts.  

This position is a full-time salaried position and will require 40+ hours per week at our support office in West Palm Beach, FL and may require travel to visit with hospitals, regional teams and veterinary conferences as needed. 

SALARY RANGE 

$50,000-60,000 per year with performance-based bonus opportunities. 

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