Lap of Love Veterinary Hospice

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

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.

Call Center Representative

Human Resources Generalist