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VCA Animal Hospitals logo
VCA Animal Hospitals

VCA Animal Hospitals is a privately-held company that owns, operates, and manages more than 1,000 locations throughout the U.S. and Canada, including a clinical

Virtual Care Technician

Location

United States

Posted

20 days ago

Salary

$18 - $26 / hour

Seniority

Mid Level

No structured requirement data.

Job Description

Virtual Care Technician

VCA Animal Hospitals

Role Description 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. The position is full-time (40 hours) and available to credentialed veterinary technicians who have the ability to engage with clients, virtually, from home. - 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. - Documents client/patient needs and medical considerations regarding the conversation to provide best-quality care if patient requires an in-hospital visit. - Helps to field administrative client chats and responds to queries related to billing/invoicing, CareClub, and other administrative topics when necessary. - 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. - Required to attend team meetings or review the team meeting recording. - Required to read emails pertaining to live chat protocols, scheduling, updates, etc. daily. - Other job duties as necessary. Qualifications - Current and unrestricted license to practice as a credentialed veterinary technician in their state of residence. - At least 3 years’ experience working as a credentialed veterinary technician in a clinical setting. - 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. Requirements - A hardwired internet connection with a minimum speed of 85mbs. - A quiet, dedicated work space. - May require working variable schedules, including evenings, weekends, and holidays. Benefits - Competitive salary with paid time off & holidays. - 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. Company Description Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet.

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