CARE | Charlotte Animal Referral & Emergency is a privately owned and operated ER and specialty referral hospital in the heart of Charlotte, NC.
Position Objective
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
Physical Demands
This is an administrative heavy position, but one could expect to occasionally assist clinical technicians with patient care. Work is performed in a clinical/hospital setting, remote work is not available at this time.
The Company
We are a privately owned 24-hour Emergency and Specialty Referral Hospital in Charlotte NC that offers its employees a fun, supportive work environment, terrific benefits, and opportunities for growth.
The Schedule
2:00 pm-12:00 am on a 2 and 5 rotation (work 2 days, have 2 days off, work 5 days, have 5 days off) This is a consistent schedule. You would either be on the Monday/Tuesday day team or the Wednesday /Thursday team, having the opposite days off, you would then rotate working Friday-Sunday every other week.