CARE | Charlotte Animal Referral & Emergency is a privately owned and operated ER and specialty referral hospital in the heart of Charlotte, NC. 

The phone triage technician is a multifaceted clinical role with primary responsibilities split between triaging incoming client calls to determine the nature and severity of the patient, fielding the client’s medical questions, and completing after-hour medication refills.

Position Requirements:
Experience

• 5-years’ experience as a Registered Veterinary Technician or equivalent work experience (required)
• 2- years’ experience as an Emergency Veterinary Technician (required)

Education

• High School Degree or equivalent (required)
• Associate degree in veterinary medical technology is strongly preferred but not required

Skills/Abilities

• Able to communicate empathy and reassurance over the phone, and confidently address pet owner’s concerns
• Ability to work independently and be self-directed.
• Passion for learning and gaining comprehensive understanding of procedures, protocols, and common client questions associated with the medical services
• Navigates fast-paced environments with ease
• Exceptional written communication skills - Strong attention to proper spelling and grammar
• Excellent comprehension of written communications
• Proficient in Microsoft Word, use of EMR, Office Chat
• Fast typing speeds with exceptional accuracy
• Ability to remain calm during highly charged situations.  Demonstrated experience in effectively de-escalating situations.
• Ability to present oneself in a genuine and compassionate manner.

• Flexible attitude and work habits

Position responsibilities

• Ask situational based questions to assess the severity of the pet’s illness/injury
• Advise clients of potential wait time for emergency services or diversion status
• Escalate complex questions to Veterinarians
• Have a comprehensive understanding of protocols of various services to allow for the fielding of client questions
• Be attentive to all details and provide thorough and accurate information
• Communicate quickly and effectively with emergency team members
• Discharge patients from hospitalized care via phone
• Complete after-hours prescription refill requests for specialty departments on an as-needed basis