Phone Triage Technician

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

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.

This is NOT a remote role.

You will be scheduled 40 hours a week

Overtime and bonuses are available!