Telehealth Operations Analyst II

Job Description

About the role

Chewy is seeking a Telehealth Operations Analyst II to join our Healthcare Team full-time. The role involves analyzing and coordinating operational performance metrics, managing workflows, and collaborating with various teams to ensure seamless customer service.

Responsibilities

• Analyzes and coordinates real-time daily WFM activities and responds to events/incidents such as SLA events, technical outages, application failures, and escalates to appropriate teams when needed.
• Maintains and supports operational systems, documentation, and SOPs.
• Prepares standard and ad-hoc reports that provide insights and trends to support operational activities.
• Collaborates with WFM, Operations, HR, Training, and Leadership teams to identify areas of innovation and continuous improvement opportunities.
• Supports telehealth veterinary professionals experiencing technical issues using appropriate SOPs for reporting.
• Works closely with Veterinary Services teams to ensure platform-wide adherence to sustainable business practices.
• Researches and problem-solves to determine appropriate solutions for the Veterinary Services Team and follows up as needed to resolve issues.
• Operational responsibilities as assigned by the Veterinary Operations team.

Requirements

• Ability to think analytically and report on data and operational trends.
• Exemplary listening and problem-solving skills.
• Advanced skills with Microsoft Office suite (Excel, Visio, MS Project, or equivalent).
• Self-starter with proven ability to work within a team-oriented environment.
• Ability to work independently and meet deadlines.
• Position may require travel 5% of the time to attend conferences and professional development events.

Preferred Qualifications

• Active Vet Tech License/Certification (CVT, LVT, or RVT) in good standing.
• A Veterinary Technology associate or bachelor’s degree from a NAVTA and/or AVMA-CVTEA accredited program, or equivalent.
• 3+ years of small animal veterinary experience or equivalent industry experience.
• 12 months of telehealth experience.
• Experience in building and maintaining service schedules.