JOB TITLE:
Virtual Care Technician (Remote)
LOCATION & SCHEDULE:
Remote - WA, Full time
COMPENSATION:
$19.24 - $28.86
As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose - A BETTER WORLD FOR PETS - starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.
Why This Role Matters:
The Virtual Care Technician will act as the direct contact for clients seeking advice and guidance through the live chat function within the Banfield Pet Hospital mobile and web application.
They will be responsible for providing an excellent experience to clients by providing sound and relevant medical guidance. Technicians will also help with other administrative-related queries.
They will engage with clients virtually in an environment where client privacy and Banfield security can be maintained.
You Will:
- Live and exemplify the Five Principles of Mars, Inc. within self and team.
- Receive and respond to live chats from Banfield clients with questions or concerns about their pet.
- Obtain relevant information and history from clients and maintain proper and complete medical documentation.
- Provide professional, efficient, and exceptional service.
- Make recommendations on potential home care and timeframe on when/if an appointment should be made at a Banfield Pet Hospital or alternate emergency care.
- Based on the chat assessment, document the client's/patient's needs and any other medical considerations.
- Ensure support is given to clients by fielding administrative client chats and directing queries related to billing/invoicing, Optimum Wellness Plans, and other administrative topics to the appropriate team.
- Required to read emails pertaining to chat protocols, scheduling, updates, etc. daily within schedule shifts.
- Learning agility to adapt to rapidly changing processes.
- Seek and communicate opportunities to provide better client service via chat, with a passionate interest in delivering better client experiences and quality patient care.
- Must be customer focused, friendly and outgoing. Participate in client communication and education to explain administration of medications, follow up care, diet recommendations and general pet care.
- Required to attend team meetings or review team meeting recording within 2 scheduled shifts. Team meetings occur multiple times per month.
- Maintain client privacy, security, and company confidentiality.
- Other job duties as necessary.
Your Experience Should Include:
- Associate's degree in Veterinary Technology from a program accredited by the American Veterinary Medical Association (AVMA) or equivalent experience and passage of VTNE is required, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
- Two years of experience working as a credentialed Veterinary Technician in a clinical setting are required.
- Current state veterinary technician license, registration or certification in good standing is required.
- Ability to work variable shifts which may include weekends and holidays is required.
- Ability to work efficiently with technology, including phone, computer, web camera, etc. is required.
This Remote Position Requires:
- A hardwired internet connection with a minimum speed of 85mbs.
- A quiet, dedicated work space.
- May require working variable schedules, including evenings, weekends, and holidays.
Salary Range:
The starting pay rate for this role is $22/hour with opportunities for merit increases (salary range: $19.24 -$28.86/hour).
Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.
Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.
What We Offer You:
Competitive salary with paid time off & holidays so you can spend time with the people you love.
Medical, dental, and vision insurance for you and your loved ones.
Fertility and family-building assistance.
Paid Parental leave.
Practice Paid Basic Life Insurance.
Practice Paid Short- and Long-Term Disability.
Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
Commuter Benefits.
Legal Plan.
Health Savings Account & Flexible Spending Account.
Mental health support and resources.
Paid Volunteering.
Optimum Wellness Plans for up to three pets.
Continuing Education allowance & MED hours for eligible positions.
Student Debt Relief (for full-time DVMs).
A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.
Special Working Considerations:
Ability to work at a computer for long periods of time.
Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
The noise level in the work environment is normally moderate.
Environment where pets are present.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Mars Veterinary Health (MVH) strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.
RemoteSkills:
Animal Care, Billing, Compensation Management, Customer Experience, Customer Relations, Customer Support/Service, Dental Insurance, Develop and Maintain Customers, Documentation, Educational Administration, Emergency Care, Emergency Management, English Language, Fitness, Home Care, Internet Application, Leadership, Legal, Life Insurance, Mathematics, Medication Administration, Mobile Applications, Online Chat, Patient Care, Privacy Controls, Problem Solving Skills, Psychiatry and Mental Health, Veterinary Hospital, Veterinary Medicine, Vision Plan, Webcams
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Banfield Pet Hospital
Our Purpose
At Banfield, we are defining the future of pet health and wellness. It’s about helping make better lives for pets, while extending the careers of the people who care for them. And it’s a movement we are proud to be part of.
Our Culture
We offer a team-oriented environment where you are valued and your opinions matter. As the world's largest veterinary practice, we have the potential to make a greater positive impact than any other practice. We can only get there with associates fully committed to moving the pet health care industry forward.
Our Principles
Banfield, like our parent company, Mars Incorporated, shares special values called The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. We are looking for associates who understand that our principles are the foundation of our culture and approach to business.
Company Size:
10,000 employees or more
Industry:
Personal and Household Services
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1955
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