Virtual Care Technician

This will be a remote position based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Starting Pay Rate: $22/hour with opportunities for merit increases (salary range: $19.24 -$26.46/hour)

This role may require working overnights and weekends.

Summary and Qualifications:

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. 

Responsible for providing an excellent experience to clients by providing sound and relevant medical guidance. Technicians will also help with other administrative-related queries.

Engage with clients virtually in an environment where client privacy and Banfield security can be maintained.

Essential Responsibilities and Tasks:

• 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 assigned.

Special Working Conditions:

• Must be hardwired with a minimum 85mbs internet speed.
• Must have a quiet space to work.
• Ability to work at a computer for long periods of time. 
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• 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.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

Experience, Education and/or Training:

• 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.

What We Offer – The Good Stuff:

• 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
• Competitive referral program – join our team, bring your friends, and get paid*
• 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

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!

*Terms and conditions apply

**Benefits eligibility is based on employment status

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital 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. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.