Phone Triage Technician

Charlotte Animal Referral & Emergency•Charlotte, NC

4d•Onsite

About The Position

The phone triage technician is a multifaceted clinical role with primary responsibilities split between triaging incoming client calls to determine the nature and severity of the patient, fielding the client’s medical questions, and completing after-hour medication refills.

Requirements

5-years’ experience as a Registered Veterinary Technician or equivalent work experience (required)
2- years’ experience as an Emergency Veterinary Technician (required)
High School Degree or equivalent (required)
Able to communicate empathy and reassurance over the phone, and confidently address pet owner’s concerns
Ability to work independently and be self-directed.
Passion for learning and gaining comprehensive understanding of procedures, protocols, and common client questions associated with the medical services
Navigates fast-paced environments with ease
Exceptional written communication skills - Strong attention to proper spelling and grammar
Excellent comprehension of written communications
Proficient in Microsoft Word, use of EMR, Office Chat
Fast typing speeds with exceptional accuracy
Ability to remain calm during highly charged situations. Demonstrated experience in effectively de-escalating situations.
Ability to present oneself in a genuine and compassionate manner.
Flexible attitude and work habits

Nice To Haves

Associate degree in veterinary medical technology is strongly preferred but not required

Responsibilities

Ask situational based questions to assess the severity of the pet’s illness/injury
Advise clients of potential wait time for emergency services or diversion status
Escalate complex questions to Veterinarians
Have a comprehensive understanding of protocols of various services to allow for the fielding of client questions
Be attentive to all details and provide thorough and accurate information
Communicate quickly and effectively with emergency team members
Discharge patients from hospitalized care via phone
Complete after-hours prescription refill requests for specialty departments on an as-needed basis

Benefits

Company health, and dental insurance
Voluntary vision insurance
Employee Assistance Plan
Voluntary short term disability
$25,000 group term life insurance
401k with company match!
voluntary ad&d life insurance ($10,000-$200,000)
Generous PTO
Paid sick leave!
CE Allowance for everyone!
Paid registration fees, VTNE exam fees, NC state board exam fees
Uniform allowance
allows the purchase of scrubs, bandage scissors, stethoscope, thermometer, work shoes, uniform jackets, company swag
On-site Licensed Clinical Social Worker to support employees emotional and mental health