Remote Client Care Specialist

About the Role

Tandem is looking for a reliable, detail-oriented Virtual Veterinary Technician / Client Care Specialist to join our growing team. This role is fully remote and plays a critical part in the client experience at our Somerville clinic and mobile satellite locations. Your primary responsibilities will be handling inbound calls, supporting clients with appointment needs, and accurately updating patient medical records in our PIMS. You’ll be the first point of contact for many pet parents - offering clarity, confidence, and a warm, professional presence over the phone. This is not a hands-on animal care role. Instead, you’ll excel if you are highly organized, tech-savvy, great on the phone, and naturally inclined to “close the loop” by ensuring callers get scheduled, supported, and fully taken care of. No formal veterinary education is required, although basic vet-med knowledge or prior experience working in a veterinary or pet-related setting is preferred. About Tandem At Tandem, we’re redefining veterinary care through a hybrid model that blends a state-of-the-art clinic in Somerville with mobile neighborhood clinics throughout the Cambridge/Somerville/Boston area. Our mission is simple: make high-quality veterinary care radically easier for pets and the humans who love them. We combine modern technology, streamlined workflows, and compassionate service to deliver exceptional care - in the clinic, at mobile pop-ups, and through virtual support.

Key Responsibilities

Inbound Call Support

• Answer, triage, and direct inbound phone calls with clarity, professionalism, and empathy
• Gather essential patient and client information to understand needs quickly
• Identify whether callers are new, existing, or prospective clients and guide them appropriately

Appointment Scheduling & Sales Support

• Use strong service + sales instincts to confidently book appointments for wellness, sick visits, surgery consults, mobile clinics, and more
• Follow Tandem-approved scripts and talking points to explain services, pricing basics, and next steps
• Convert prospective callers into scheduled appointments by communicating value clearly

Medical Records & PIMS Management

• Update patient charts, visit notes, communications, and documentation accurately and on time
• Upload, organize, and standardize incoming medical records
• Monitor inboxes, call notes, and client communications to keep all records complete and up to date
• Flag urgent medical information to the clinical team when needed

Task & Workflow Management

• Complete and track tasks associated with client requests (record transfers, prescription requests, follow-ups, etc.)
• Coordinate with the in-clinic team to ensure client expectations are met and no item falls through the cracks

Client Experience

• Provide warm, clear, easy-to-understand explanations around care pathways, next steps, and what clients can expect at Tandem
• Help ensure every caller — whether booking an appointment or asking a question — leaves feeling supported and confident

Preferred Skills & Experience

• Basic veterinary or pet-care knowledge (terminology, common conditions, vaccines, general workflows) preferred
• Strong phone communication skills - you’re confident, clear, and natural with people
• Comfortable guiding conversations toward scheduling and closing appointments
• Highly organized with strong attention to detail
• Able to follow structured processes while adapting to client needs
• Comfortable using computer systems, cloud tools, and PIMS or EMR platforms (we will train you on our systems)
• Ability to stay calm and professional with emotional or stressed pet owners
• Fast learner who enjoys working independently and within a virtual team environment

What We Offer

• Full-time, stable schedule
• Remote role with direct impact on client experience
• Supportive, collaborative team environment
• Opportunities to expand skills in veterinary operations, client care, and tele-triage workflows
• A mission-driven company dedicated to making vet care easier and more accessible

Join Us If you’re someone who loves helping people, is energized by fast-paced task work, and enjoys talking to pet parents all day, we’d love to meet you. Join Tandem and help make exceptional veterinary care more accessible for pets and their humans across Greater Boston. Job Types: Full-time, Part-time Pay: $18.00 - $25.00 per hour Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

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