Virtual Care Technician

Virtual Care Technician – Job Description

The Virtual Care Technician will act 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 will 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:

• Receives and responds to live chats from VCA clients with questions or concerns about their pet.
• 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.
• 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.
• Utilizes professional, accurate and appropriate terminology when conversing with clients over live chat.
• 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.
• Required to attend team meetings or review the team meeting recording within 48 hours.  Team meetings occur multiple times per month.
• Required to read emails pertaining to live chat protocols, scheduling, updates, etc. daily

Qualifications:

• 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.
• At least 3 years’ experience working as a credentialed veterinary technician in a clinical setting with a proven track record of successful client interactions
• 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
• Availability to work 36 - 40 hours per week
• Nights, weekends/holiday coverage is required
• Ability to work different shifts to ensure live chat coverage 24/7
• Ability to make decisions independently, problem solve, and take the initiative
• Comfort with autonomy
• Ability to exercise self-discipline and accountability
• Start date negotiable

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