Medical Advice Chat Operator

Adobe Animal Hospital - Los Altos; Los Altos (CA); On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, vision

401k with employer match

Paid time off

Job summary

National Veterinary Associates is seeking a full-time Chat Operator in California to support clients via chat or phone. You will deliver genuine service, manage high-volume chats, and schedule appointments for doctors and technicians across multiple locations.

You must live within 3 hours of Los Altos and work 40 hours per week, including weekends. Ideal candidates communicate clearly, stay professional, and coordinate with different teams while maintaining accurate patient records and notes in

Qualifications

• Must be fluent in English (written and oral).
• Must be at least 18 years old and have a high school diploma.
• Must be able to work 40 hours per week, including one weekend day.
• Must live within 3 hours of the Los Altos hospital.
• Experience with a multi-line phone system is preferred.
• Able to work in a distraction-free environment.

Responsibilities

• Offer genuine client service while assisting clients via chat or phone.
• Maintain a positive attitude with remote team members and clients.
• Work as a team to provide the best customer service.
• Manage high-volume chat system and assist with phone calls as needed.
• Schedule appointments for doctors and technicians across locations.
• Maintain accurate notes in patient records and relay information to staff.
• Review and transcribe doctor messages and follow up on appointments.
• Stay logged in and reachable via email and Microsoft Teams during shift.

Skills

Customer service

Communication skills

English fluency

Education

High school diploma

Tools

Microsoft Teams

Job description

Description - Applicant MUST live in California

C hat Operator Responsibilities

As a member of our Chat Team your responsibilities will includ e:

Offer genuine client service while assisting our clients via chat or phone.

Keep a positive attitude for your remote team members, Adobe team members , and our clients.

Work as a team to give our clients the best customer service possible.

Have e xcellent communication skills (written and oral).

Manage high volume chat system. Accurately and efficiently answer chats and assist w ith phone calls as needed .

Schedule appointments for 20+ doctors which work in multiple locations that see different types of animals. Also schedule Technician appointments for vaccines, nail trims, blood draws, anal glands, etc.

Have a great phone and chat voice (interactive, positive, calming).

Work well within the CSR team and with the other departments in our hospital.

Be detail oriented : Collect correct client / patient information, relay correct information to doctors/ technicians/ other departments, type notes in patient records, give accurate information to our clients.

Review and transcribe doctor voice mail messages at v arious times throughout the day .

Correct appointments as needed and f ollow up with team members and manager about incorrect appointments .

C ontact clients for doctors or techs as needed .

C ontact no show appointments for reschedul i n g .

Additional projects will be added as training and aptitude allow .

• This is a full-time position of 40 hours/week - MUST BE AVAILABLE SATURDAYS
• Clearly communicate with direct manager using Microsoft Teams , Email, Phone, or Vocera .
• For the first month: weekly o n l i n e meetings with direct manager. Then bi-weekly online meetings with direct manager .
• Bi -Monthly staff meeting ( ability to attend virtually) with direct manager and Client Service s team .
• Keep detailed daily log of all equipment complications. Email to IT Manager and Direct Manager at the end of shift.
• Follow all Adobe Animal Hospital polic ies including attendance and tardy policies.
• Ability to trouble shoot basic computer, internet, chat , and phone issues as they arise.

Remain l ogged in and reachable by Adobe staff email and Microsoft Teams throughout shift.

Qualifications

Workspace and environment requirements

• Must be able to work 40 hours/week

Experience with a multi-line phone system

Must be at least 18 years old, high school diploma, fluent in English (written and oral).

Must be comfortable sitting and/or standing for long periods of time and be able to operate a computer and phone.

• Must be in an environment without distractions

Must be available to work one weekend day per week, and 2+ holidays per year

• Must live within 3 hours of main hospital in Los Altos

Pay Range

• The base hourly range for this position is $22.00 - $24.00. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

National Veterinary Associates is a leading global pet care organization united in the love of animals and the people who love them.

At NVA, we’re on a mission to improve the lives of pets and the people who love them. That starts by empowering our care teams. We nurture their growth with resources to practice medicine their way. Our network of 1,000 hospitals connects them to a community of professionals who share their passion so they can learn and grow together. Our national presence enables us to deliver technology and innovations that simplify work and expand care for all. At NVA, we're committed to your professional growth. We support your entire career journey, offering opportunities ranging from mentorship to ownership.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us:

- We’ll always reach out via verified LinkedIn profiles or emails ending in @nva.com

- We may also contact you via text message from an identified NVA representative for recruiting-related communication

- All job opportunities and applications are hosted on our official careers site: careers.nva.com

- There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at [e-mail]. Thank you for exploring opportunities at NVA!

NVA offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, NVA provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.

NVA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.