Virtual Care Technician Jobs

ESSENTIAL RESPONSIBILITIES AND TASKS

• Determines responses based on inquiries regarding the client concern or patient issue utilizing established decision support models
• When necessary, helps to field administrative client chats and responds to queries related to billing/invoicing, CareClub and other administrative topics
• 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
• 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
• 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
• Fulfill other related duties as assigned
• 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

EDUCATION/EXPERIENCE

• Basic computer skills
• Ability to read, write, and speak English
• 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
• Ability to work weekends, holidays, variable shifts
• 3+ years’ experience as CVT in a clinical setting with a proven track record of successful client interactions

PREFERRED SKILLS AND QUALIFICATIONS

• Strong written communication skills
• Bachelor’s Degree
• Comfort using technology and communicating clearly via text/chat messaging
• Ability to make decisions independently, problem solve, and take the initiative
• Ability to exercise self-discipline and accountability
• Comfort with autonomy
• Ability to demonstrate empathy for and patience and understanding with clients under difficult circumstances
• Demonstrated passion for excellent client service and accurate, quality medical outcomes

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.