2nd shift Phone Triage Technician

Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

80-hours PTO initially

Health Insurance

Dental Insurance

Vision Insurance

401k with company match

Group Term Life Insurance

Voluntary Term Life Insurance

Health Reimbursement Account $1,500/yr

Employee Assistance Program

Employee Discount

CE Allowance $750/yr

Uniform Allowance

Referral Program

Tuition Reimbursement for licensing

Job summary

Charlotte Animal Referral & Emergency is seeking a Phone Triage Technician for a 40-hour, on-site position in Charlotte, NC. The role involves triaging client calls, answering medical questions, and handling after-hours refills. It requires multiple years in veterinary medicine and offers overtime and bonuses.

The role is not remote and requires strong empathy, clear communication, and accurate documentation within a clinical setting.

Qualifications

• High School Degree or equivalent required.
• Minimum 5 years' experience as a Registered Veterinary Technician or 2 years' Emergency Veterinary Technician experience.
• Associate degree in veterinary medical technology strongly preferred but not required.

Responsibilities

• Assess severity of pet illness/injury through situational questions.
• Inform clients about potential wait times or diversion status.
• Escalate complex questions to Veterinarians.
• Understand protocols across services to field client questions.
• Provide accurate information and attention to detail.
• Communicate quickly with emergency team members.

Skills

Empathy & de-escalation

Phone communication

Written communication

Typing speed

Education

High School Degree or equivalent

Associate degree in veterinary medical technology

Tools

EMR

Microsoft Word

Office Chat

Job description

CARE | Charlotte Animal Referral & Emergency is an independently, woman owned 24-hour Emergency and Specialty Referral Hospital in Charlotte, NC that offers its employees a fun company culture, supportive work environment, excellent benefits, and opportunities for growth! Board-certified specialty services offered include internal medicine, cardiology, neurology, surgery, oncology, and ophthalmology. Our advanced diagnostic services include ultrasonography and echocardiography, electroencephalography, endoscopy, rapid-scan CT imaging, high field MRI, and cardio cath lab, in addition to many others.

CARE is seeking talented Phone Triage Technicians to join our team! 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.

Please note that the Phone Triage Technician requires multiple years of veterinary medicine experience and is NOT remote.

Shifts Available:

• 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!

Requirements:

• High School Degree or equivalent
• Minimum 5-years' experience as a Registered Veterinary Technician or equivalent work experience or2- years' experience as an Emergency Veterinary Technician
• Associate degree in veterinary medical technology is strongly preferred but not required
• Demonstrated experience in effectively de-escalating situations
• Able to communicate empathy and reassurance over the phone, and confidently address pet owner's concerns
• Exceptional written communication skills, including strong attention to grammar and spelling
• Excellent comprehension of written communications
• Proficient in Microsoft Word, use of EMR, Office Chat
• Fast typing speeds with exceptional accuracy

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.

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

Benefits:

• 80-hours of PTO initially - more with tenure!
• Company Health Insurance
• Dental Insurance
• Vision Insurance
• 401k with company match
• Group Term Life Insurance
• Voluntary Term Life Insurance
• $1,500/yr Health Reimbursement Account
• Employee Assistance Program
• Employee Discount
• $750/yr CE Allowance
• Uniform Allowance
• Referral Program
• Tuition Reimbursement - we'll pay for licensing!