Job Responsibilities : Virtual Care Technician
Salary : 17 per hour
Company : VCA Animal Hospitals
Location : Remote
Responsibilities
- Receives and responds to live chats from VCA clients with questions or concerns about their pet utilizing professional accurate and appropriate terminology when conversing with clients
- 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 and 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
- 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
- Attends team meetings or reviews the team meeting recording within 48 hours; team meetings occur multiple times per month. Reads emails pertaining to live chat protocols scheduling updates etc. daily
- Fulfill other related duties as assigned
Education
- 3+ years’ experience as CVT in a clinical setting with a proven track record of successful client interactions
- Current and unrestricted license to practice as a credentialed veterinary technician in the state of practice; hired Virtual Care Technicians must maintain their credentialed status and remain in good standing with the national and state boards as applicable
- Basic computer skills
Skills
- Strong written communication skills
- Comfort using technology and communicating clearly via text/chat messaging
- Demonstrated passion for excellent client service and accurate quality medical outcomes
- Ability to make decisions independently problem solve and take the initiative
- Comfort with autonomy
- Ability to exercise self-discipline and accountability
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