Virtual Care Technician Job Listing at Banfield Pet Hospital in Vancouver, WA (Job ID R-222818)

Description

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

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.

Salary Range:

The starting pay rate for this role is $22/hour with opportunities for merit increases (salary range: $19.24 -$26.46/hour).

The pay range listed reflects a general hiring range for the area, with the specific rate determined based on the candidate's experience, skill level, abilities, and education, and may vary depending on location and schedule. 

This posting will remain open for a minimum of two weeks or until a sufficient pool of qualified applicants has been received.

Benefits:

Here at Banfield, we prioritize your well-being and professional growth by offering a comprehensive total rewards package, including health, wellness, and financial support for you, your family, and even your pets. Check out some of our “Meow-velous” benefits:

• Comprehensive Medical, Dental, and Vision Insurance: Enjoy peace of mind knowing your health and wellness are our top priorities. We've got your essential medical, dental, and vision care covered.

• Generous Retirement Plans (401(k) and Roth): Invest in your future and enjoy a generous company match to help you build a secure financial future.*
• Paid Time Off and Holidays: Take a break, recharge your wellbeing, and celebrate days of personal significance with paid time off and holidays.*
• Top-Tier Mental Health and Wellbeing Resources: Your mental health matters. Access our industry-leading resources, including free coaching and counseling sessions, to support your overall wellbeing and help you thrive.*
• Associate Life Insurance (company-paid) & Supplemental Life Insurance: Protect your loved ones with our company-paid Associate life insurance and have the option to purchase additional coverage for extra peace of mind.
• Company-Paid Short- and Long-Term Disability: Feel secure knowing that if you face a temporary or long-term disability, you'll have financial protection.
• Flexible Spending Accounts (FSA): Save on healthcare and dependent care expenses by setting aside pre-tax money. It's a smart way to manage your budget and take care of your needs.
• Health Savings Account (HSA): Make the most of your healthcare dollars with a tax-advantaged HSA, allowing you to pay for medical expenses with pre-tax funds.
• Paid Parental Leave: We support growing families with paid parental leave for both birth and adoption, giving you precious time to bond with your new family addition.
• Continuing Education Allowance (for Eligible Positions): Banfield is committed to supporting the professional growth of our Associates. This allowance provides financial assistance to pursue continuing education opportunities.*
• Back-Up Child and Elder Care & Family Support Resources: When life's unpredictable moments arise, our backup care and family support benefits provide the help you need to keep things running smoothly.*
• Fertility and Family Building Support: We're here for you on your journey to parenthood, offering comprehensive support for fertility treatments and family-building options.
• Digital Exercise Therapy: Stay active and healthy with our digital exercise therapy program, designed to fit your busy lifestyle, and keep you moving.
• Voluntary Protection Benefits: Get peace of mind with protection against the unexpected. You can purchase coverage to help support you financially during hospital stays, critical illness, and accidents.*
• Legal Plan: Gain extra peace of mind with our affordable and accessible legal plan which includes coverage for a wide range of legal needs.*
• Identity Protection: Identity Protection helps safeguard your personal information by alerting you to suspicious activity and providing support if your information is stolen.*
• Commuter Benefits: Say goodbye to commuting stress with our commuter benefits, making your daily journey more convenient and cost-effective.*
• Three Free Optimum Wellness Plans for Pets: We care about your furry friends too! Enjoy three free wellness plans to ensure your pets receive the best preventive and general care.*
• Exclusive Discounts: Unlock a world of savings with our wide variety of exclusive discounts on products and services, making life more affordable and enjoyable.*

Benefits eligibility is based on employment status. Full-time (FT) Associates are eligible for all benefit programs; Part-time Associates are eligible for those benefits with an asterisk (*).

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. #FT