Job description
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
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