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 full-time and available to credentialed veterinary technicians who have the time and ability to engage with clients, virtually, from home.

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

Must be able to work nights, weekends, holidays

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

If you are a current associate, you 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.