Phone Triage Technician
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
- A High School Degree or equivalent (required)
- An 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
- 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
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.
This is NOT a remote role.
You will be scheduled 40 hours a week
Overtime and bonuses are available!
- Company health, and dental insurance
- Voluntary vision insurance
- Employee Assistance Plan
- Voluntary short term disability
- $25,000 group term life insurance
- 401k with company match!
- voluntary ad&d life insurance ($10,000-$200,000)
- Generous PTO
- Paid sick leave!
- CE Allowance for everyone!- Paid registration fees, VTNE exam fees, NC state board exam fees
- Uniform allowance- allows the purchase of scrubs, bandage scissors, stethoscope, thermometer, work shoes, uniform jackets, company swag
- On-site Licensed Clinical Social Worker to support employees emotional and mental health
Position responsibilities
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.