Virtual Care Technician

VCA Animal Hospitals • Part-time • Los Angeles, California, United States • USD $17 - USD $27 / hour • 6d ago

The Virtual Care Technician acts 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. Technicians also help with other administrative-related queries. The position is part-time and available to credentialed veterinary technicians who have the time and ability to engage with clients, virtually, from home. Full-time hours may become available in the future.

ESSENTIAL RESPONSIBILITIES AND TASKS

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/EXPERIENCE

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
Ability to read, write, and speak English
Ability to work weekends, holidays, variable shifts

PREFERRED SKILLS AND QUALIFICATIONS

Bachelor’s Degree
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
Ability to make decisions independently, problem solve, and take the initiative
Comfort with autonomy
Ability to exercise self-discipline and accountability

Additional Information

[Required for CA, NY, WA, CO only]: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $17.72 - $27.10 / hourly. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you will need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development)

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com