Virtual Care Technician

VCA Animal Hospitals • Bend, OR

1d • $18 - $26 • Remote

About The Position

The Virtual Care Technician will act as the direct contact for clients seeking advice and guidance through the “live chat” function within the myVCA mobile application. Virtual Care Technicians are responsible for providing an excellent experience to clients, making them feel valued and affirmed, and providing sound and relevant medical guidance. Virtual Care Technicians will also help with other administrative-related queries. The position is full-time (40 hours) and available to credentialed veterinary technicians who have the ability to engage with clients, virtually, from home.

Requirements

• Current and unrestricted license to practice as a credentialed veterinary technician in their state of residence.
• Hired Virtual Care Technicians must maintain their credentialed status and remain in good standing with the national and state boards, as applicable.
• At least 3 years’ experience working as a credentialed veterinary technician in a clinical setting with a proven track record of successful client interactions
• Strong written communication skills
• Ability to demonstrate empathy for and patience and understanding with clients under difficult circumstances
• Comfort using technology and communicating clearly via text/chat messaging
• Demonstrated passion for excellent client service and accurate, quality medical outcomes
• Availability to work 40 hours per week
• Nights, weekends/holiday coverage is required
• Ability to work different shifts to ensure live chat coverage 24/7
• Ability to make decisions independently, problem solve, and take the initiative
• Comfort with autonomy
• Ability to exercise self-discipline and accountability
• A hardwired internet connection with a minimum speed of 85mbs.
• A quiet, dedicated work space.
• Ability to work at a computer for long periods of time.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

Nice To Haves

• May require working variable schedules, including evenings, weekends, and holidays.

Responsibilities

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Receives and responds to live chats from VCA clients with questions or concerns about their pet.
• Determines responses based on inquiries regarding the client concern or patient issue utilizing established decision support models.
• Obtains brief patient history and gathers triage information to determine and deliver appropriate medical guidance.
• Makes recommendations on education or potential home care and timeframe on when/if an appointment should be made at a VCA hospital.
• Based on assessment, documents client / patient needs and medical considerations regarding the conversation to provide best-quality care if patient requires an in-hospital visit.
• When necessary, helps to field administrative client chats and responds to queries related to billing / invoicing, CareClub and other administrative topics.
• Utilizes professional, accurate and appropriate terminology when conversing with clients over live chat.
• Seeks and communicates opportunities to provide better client service via live chat, with a passionate interest in delivering better client experiences and quality patient care.
• Required to attend team meetings or review the team meeting recording. Team meetings may occur multiple times per month.
• Required to read emails pertaining to live chat protocols, scheduling, updates, etc. daily
• Other job duties as necessary.

Benefits

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree