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Crematory Relationship Administrator

Lap of Love • Full-time • Remote • 6d ago

Schedule: Monday - Friday (7:00 AM - 4:00 PM ET)

Classification: Full Time - Exempt

Reports To: Patient Care Manager

Department: Practice Operations

Travel Required: Yes - 2% (1-4 in-person meetings per year)

Location: Remote

Salary: $45,000

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

Position Description

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a dynamic Crematory Relationship Administrator to support Lap of Love’s Practice Operations department. This individual will play an instrumental role in Lap of Love’s day-to-day operations by overseeing and managing our crematory partners around the country.

The Crematory Relationship Administrator is also responsible for maintaining an impeccable crematory experience for our Associate team and the families in our care with integrity and trust. This individual will assist in daily crematory assistance coordination, communicate with families regarding their aftercare questions and advocate for pets under our care. Additionally, the Crematory Relationship Administrator must be detail-oriented and will perform administrative tasks to maintain effective and efficient operations relating to pet cremation services. At Lap of Love our culture is a staple piece of ‘who’ we are; we are committed to creating a team-oriented environment that promotes unmatched comradery throughout our workplace. A successful candidate will demonstrate their commitment to our culture through respectful and delicate communications amongst our practice operations team and within engagements with our pet parents.

Essential Functions and Responsibilities:

Coordinating home assistance service requests with existing crematory partners (large pet appointments, lifting assistance required)
Obtaining ashes return updates and respectfully communicating the information to pet parents
Acting as a point of contact for pet parents and their cremation-related inquiries
Maintaining responsiveness and engagement with pet parents who have special cremation requests
Address any client concerns or questions (for example: dissatisfaction with the cremation services)
Coordinate with crematories to handle family inquiries related to tracking ashes
Recording and reporting communications about pet crematory or pet parent engagements
Evaluate local markets for potential transport opportunities
Special projects as directed
Update internal platforms for accuracy (for example, Trello)
Escalate client concerns to the appropriate person

Experience, Education and Requirements:

A minimum of 3 years of Client Care experience required
Familiarity with pet cremation or end-of-life care experience preferred
Strong oral and written communication skills
Detail-oriented and well-organized
Self-starter with excellent follow-up skills
Strong negotiating skills
Strong and professional interpersonal skills
Ability to handle multiple tasks with limited supervision
The position is a remote role requiring the ability to work independently.

Physical and Other Job Requirements:

Able to sit for prolonged periods of time of up to 8 hours per day
Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email and video conferencing
Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
Able to multitask using multiple computer tabs/platforms while engaging in conversation
Average or above average working knowledge of computers, email, video conferencing technologies, and digital medical records
Able to quickly learn custom software and other programs, such as Zoom, Trello, Office 365, Sunshine, and Google Suite
Average or above average working knowledge of the internet and scheduling and communications applications and software, such as Gmail, Google Calendar, and web-based communication platforms
Access to reliable and secure internet
Maintain confidentiality of all patient, client, and business information
Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.