Credentialed Veterinary Technician – Client & Member Support

Credentialed Veterinary Technician – Client & Member Support

Requirements

• Excellent interpersonal, written, and oral communication skills
• Proficiency with computers required, experience learning new software and fast and accurate typing skills highly preferred
• Strong understanding of medical terminology, basic animal anatomy, and excellent medical triage
• Must be able to think critically and interact effectively with clients, veterinary practices, and pet parents over the telephone and through electronic correspondence
• Ability to track and adapt to frequent changes in protocols and procedures
• Strong work ethic and self-starter, able to effectively manage multiple priorities within a fast-paced business environment
• Ability to maintain detailed records of cases and communications in a timely manner
• Ability to manage large numbers of inbound and outbound calls in a timely manner
• Exceptional customer service and professional phone voice
• Excellent active listening skills and the ability to quickly develop a rapport with customers over the phone
• Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions
• Displays care and concern for the safety and well-being of self, animals and others
• Display emotional intelligence, empathy and resiliency
• Must possess the ability to work as part of a hybrid team
• Availability to work any shift including holidays and weekends

Responsibilities

• Professionally manage contacts by telephone and electronic means from departmental referrals, animal owners, and others to keep pets and people together
• Assist in the daily operations of all areas of Veterinary Support by maintaining knowledge of ASPCA program areas and assisting callers with information and services to provide targeted support
• Assess and triage illnesses, injuries, and potential surgical complications using veterinarian approved protocols, referring to the appropriate veterinary resources
• Utilize the electronic medical record databases to accurately record complete case histories, document findings, and provide detailed recommendations to owners
• Complete follow-up phone calls to pet owners, rescuers, and veterinary clinics as needed
• Assess case-related financial costs and make recommendations based on ASPCA protocols
• Consult the on-site and off-site experts as needed for additional information and case approvals
• Assist with maintenance of confidential files
• Collaborate with management and provide input when internal or external issues arise
• Maintain a professional demeanor during difficult or escalated interactions
• Maintain a positive and supportive attitude in all internal and external communications
• Maintain excellence in customer service and high case record quality levels
• Respond to quality assessments provided by quality assurance and management staff
• Meet case quality, customer service, and volume metric goals

Preferred Qualifications

• Bilingual (Spanish) Strongly Preferred
• Veterinary triage experience highly preferred
• Emergency veterinary practice experience highly preferred
• Social service, veterinary practice, or animal shelter experience preferred
• Customer service/client-service facing experience preferred