Client Engagement Specialist - Mission Pet Health
Mission Pet Health, Birmingham, AL, United States
We are seeking a strategic and client-focused Client Engagement Specialist to enhance the client experience and optimize engagement across a designated region of hospitals. This exempt-level role requires independent judgment, proactive collaboration, and ownership of outbound communication strategies and client conversion success.
Success in this role requires strong communication skills, initiative, and the ability to work autonomously while aligning with broader operational goals. This position plays a key role in influencing client outcomes and supporting hospital efficiency through proactive outreach and client relationship management.
Following a two-week training period, you will be responsible for managing your outbound strategy, aligned with business objectives and monthly performance targets.
ROLE COMPETENCIES Communication
Communicates clearly and professionally with clients, teammates, and hospital staff
Practices active listening and maintains accurate documentation
Delivers timely and relevant client insights to hospital teams
Leads onboarding discussions with new hospitals and provides updates as needed
WAG Values
Upholds integrity, empathy, and accountability in every interaction
Models a calm, positive, and client-first mindset
Embodies the "Say Yes to Pets" culture
Supports and influences hospital teams in delivering exceptional client service
Self-Leadership & Accountability
Operates with a high degree of autonomy, professionalism, and ownership
Uses discretion and independent judgment to manage competing priorities
Seeks out opportunities for improvement and acts proactively on feedback
Maintains high reliability and follow-through as a remote contributor
Client and Teammate Relationships
Builds and sustains strong client and team relationships
Acts as a liaison between clients and hospital teams to ensure seamless coordination
Regularly engages with stakeholders to share insights and align strategies
Addresses concerns with professionalism, empathy, and sound judgment
Continuous Improvement
Meets or exceeds scheduling and client experience metrics
Participates in performance coaching and leverages feedback for growth
Proposes process improvements and shares best practices with peers
Role-specific Responsibilities
Lead the execution of outbound communication initiatives aligned with client engagement goals
Use client data and hospital insights to refine and personalize outreach strategies
Own the monthly planning and achievement of call conversion benchmarks
Maintain detailed call records and performance data to support continuous improvement
Serve as a consultative partner to hospital teams, driving efficiency and positive outcomes
Collaborate cross-functionally with Program Managers and Group Leads to ensure alignment with business priorities
Required Education And Experience
High school diploma or equivalent (coursework in communications, customer service, or veterinary studies a plus)
2+ years of experience in client services, preferably with outbound or consultative communication
Familiarity with veterinary or practice management systems is preferred
Strong communication, problem-solving, and time management skills
Availability Monday–Friday from 8:30 AM to 6:00 PM local time. Outbound calls must be made between:
Monday 12 PM to Friday 12 PM, with a focus on peak hours Tuesday–Thursday (8:30 AM – 6:00 PM)
#J-18808-Ljbffr
Success in this role requires strong communication skills, initiative, and the ability to work autonomously while aligning with broader operational goals. This position plays a key role in influencing client outcomes and supporting hospital efficiency through proactive outreach and client relationship management.
Following a two-week training period, you will be responsible for managing your outbound strategy, aligned with business objectives and monthly performance targets.
ROLE COMPETENCIES Communication
Communicates clearly and professionally with clients, teammates, and hospital staff
Practices active listening and maintains accurate documentation
Delivers timely and relevant client insights to hospital teams
Leads onboarding discussions with new hospitals and provides updates as needed
WAG Values
Upholds integrity, empathy, and accountability in every interaction
Models a calm, positive, and client-first mindset
Embodies the "Say Yes to Pets" culture
Supports and influences hospital teams in delivering exceptional client service
Self-Leadership & Accountability
Operates with a high degree of autonomy, professionalism, and ownership
Uses discretion and independent judgment to manage competing priorities
Seeks out opportunities for improvement and acts proactively on feedback
Maintains high reliability and follow-through as a remote contributor
Client and Teammate Relationships
Builds and sustains strong client and team relationships
Acts as a liaison between clients and hospital teams to ensure seamless coordination
Regularly engages with stakeholders to share insights and align strategies
Addresses concerns with professionalism, empathy, and sound judgment
Continuous Improvement
Meets or exceeds scheduling and client experience metrics
Participates in performance coaching and leverages feedback for growth
Proposes process improvements and shares best practices with peers
Role-specific Responsibilities
Lead the execution of outbound communication initiatives aligned with client engagement goals
Use client data and hospital insights to refine and personalize outreach strategies
Own the monthly planning and achievement of call conversion benchmarks
Maintain detailed call records and performance data to support continuous improvement
Serve as a consultative partner to hospital teams, driving efficiency and positive outcomes
Collaborate cross-functionally with Program Managers and Group Leads to ensure alignment with business priorities
Required Education And Experience
High school diploma or equivalent (coursework in communications, customer service, or veterinary studies a plus)
2+ years of experience in client services, preferably with outbound or consultative communication
Familiarity with veterinary or practice management systems is preferred
Strong communication, problem-solving, and time management skills
Availability Monday–Friday from 8:30 AM to 6:00 PM local time. Outbound calls must be made between:
Monday 12 PM to Friday 12 PM, with a focus on peak hours Tuesday–Thursday (8:30 AM – 6:00 PM)
#J-18808-Ljbffr