Lap of Love Veterinary Hospice

Human Resources

• Processes and administers leave-of-absence requests and disability paperwork: medical, personal, disability and FMLA.
• Processes and administer accommodation requests supporting team members through the interactive process
• Assists with benefits administration for various benefit platforms and handling applicable file feeds.
• Assists in performing quality audits on benefit related data.
• Conducts parts of new-hire onboarding and orientation, including setting up new team members in our company HRIS and conducting I-9 verifications.
• Serves as a point of contact for employee HR-related questions, answering frequently asked questions from applicants and employees relative to standard policies, benefits, hiring processes, and more, while deciphering when to refer complex matters to our Sr. HR Generalist or Employee Relations Manager.
• Triages the HR email inbox, assisting with timely and thoughtful responses.
• Assists the HR team in keeping spreadsheets and processes up to date regarding any changes.
• Maintains accurate and up-to-date human resource files, records, and documentation while maintaining integrity and confidentiality of the content contained therein.
• Works to build knowledge and understanding of existing and proposed federal and state laws/regulations affecting Lap of Love.
• Assists in completing records, reporting, and other documentation required by federal, state, and provider rules, regulations, and policies.
• Conducts or acquires background checks and motor vehicle records requests as needed.
• Performs routine tasks including, but not limited to, benefits, leave of absences, onboarding, verifications of employment, worker’s compensation claims, unemployment claims, and employee changes such as job title, compensation, and other employee information changes.
• Supports other projects and functions as needed within the Human Resources department, providing applicable and timely updates on the team’s project management and task board.

Human Resources Generalist

Support Engineer

• Be the initial point-of-contact for support tickets submitted by Lap of Love users and triage appropriately
• Gather information and collaborate with internal subject matter experts as needed to resolve issues reported to the product team
• Manage the lifecycle of tasks they submit to the programmers which include creating the task, testing the fix in the QA environment, communicating its resolution to the user who reported the issue, and supporting deployment of the fix to the Live environment
• Create documentation about Lap of Love’s proprietary software system (Sunshine) as appropriate and memorialize it in our internal knowledge base
• Perform additional tasks when requested by the product team
• Abide by Lap of Love’s Core Values: Truly Love Humanity (humble, help above all else, mindful), Passionate About Culture (adaptable, purpose drive, above & beyond), and Reputational Excellence (professional, self-motivated, reliable)

Software Support Analyst

Payroll

• Process semi-monthly and weekly payroll for multiple entities
• Compute monthly and quarterly bonuses for multiple entities
• Compile all payroll data ensuring deductions for benefits, taxes, garnishments, etc
• Process involuntary deductions such as: child support orders, garnishments and tax levies
• Resolve or escalate payroll issues to ensure timely processing and verify compliance with applicable state, federal, and local laws as well as regulatory reporting guidelines
• Prepare, generate and print checks and direct deposit advice
• Scan, file and maintain all payroll documentation and employees’ payroll records
• Complete requests for wage and employment verifications
• Create, develop, and update payroll training materials, presentations, and literature
• Assist with implementing changes, streamlining processes, and process improvements
• Create and design associated spreadsheets
• Maintain PTO policies, balances, accruals, and assist in PTO audits

Payroll Specialist

Marketing

• Lead efforts to grow and maintain the veterinarian and veterinary student database in the CRM
• Proactively identify opportunities to connect with veterinarian and veterinary students, and nurture relationships to build robust talent pools in all Lap of Love markets
• Build and maintain a veterinarian-focused content strategy and continuously test and refine messaging to improve engagement and conversion
• Create and execute nurture programs that move veterinarians and veterinary students from awareness to engagement to the apply stage
• Represent Lap of Love at conferences and campus events. Staff booths, lead brief info sessions, capture leads and feedback, and ensure timely, personalized follow-up in the CRM
• Support maintenance of branded career and recruitment pages, including writing and editing page copy, uploading assets, and ensuring consistent brand voice
• Monitor CRM analytics and KPIs to measure performance and provide insights and recommendations to optimize continually
• Support various recruiting platforms and approaches to capture leads and ensure contacts are logged and followed up in the CRM
• Support broader educational marketing campaigns as needed to boost brand visibility and lead generation for Lap of Love services
• Leverage modern methods to improve efficiency, scale outreach efforts, and enhance personalization across candidate engagement initiatives

Marketing Talent Strategist

Call Center Representative

• Guide emotional conversations in a calm and peaceful manner including but not limited to end-of-life care, quality-of-life care, and pets experiencing behavioral challenges such as aggression or bite incidents.
• Provide customer service by engaging in positive interactions with pet families
• Answer a high volume of customer service calls in a work from home/ remote environment
• Demonstrate dependability, flexibility, ownership, and sound judgment by adhering to schedules
• Gather and accurately document the pet’s medical information and schedule appointments in an effective manner
• Meet all productivity, quality, and performance standards
• Go above and beyond to provide stellar customer service to pet families and our veterinarians
• Must be punctual and timely in meeting all requirements of performance, including, but not limited to, attendance standards, scheduled break times and work deadlines
• Other duties may be assigned to the employee to ensure the highest standard of customer service