Medical Advice Chat Operator

National Veterinary Associates; Los Altos (CA); Remote; Full time

Job summary

A leading veterinary organization is seeking a dedicated Chat Operator to provide medical advice and customer service through an online chat platform. This role requires excellent communication skills and the ability to manage a busy chat environment while assisting clients with their needs. The ideal candidate will have veterinary experience and a strong work ethic, contributing to a supportive team focused on improving pet care. Join us in making a difference in the lives of pets and their owners!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with employer match

Paid time off

Qualifications

• Minimum of two years veterinary medical experience as an Assistant, Technician, or RVT.
• Experience with a multi-line phone system.

Responsibilities

• Offer client service via chat or phone.
• Schedule appointments for multiple doctors.
• Manage high volume chat system.

Skills

Communication

Multi-tasking

Self-motivated

Prioritization

Education

High School Diploma

Job description

Make a difference in hundreds of lives a week! We are looking for a dedicated, self-driven individual who can help our teams and our clients with medical advice and questions on our online chat platform. This position is a great opportunity for Assistants, Technicians, and RVTs to utilize their medical skills and knowledge to help patients online. This will be a very busy and demanding role that is customer service focused and heavy on CSR responsibilities.

Chat Operator Responsibilities

1. Offer genuine client service while assisting our clients via chat or phone.
2. Maintain a positive attitude for your remote team members, Adobe team members, and our clients.
3. Work as a team to give our clients the best customer service possible.
4. Have excellent communication skills (written and oral).
5. Manage high volume chat system. Accurately and efficiently answer chats and assist with phone calls as needed.
6. Schedule appointments for 20+ doctors who work in multiple locations and see different types of animals. Also schedule Technician appointments for vaccines, nail trims, blood draws, anal glands, etc.
7. Have a great phone and chat voice (interactive, positive, calming).
8. Work well within the CSR team and with other departments in our hospital.
9. Be detail oriented: Collect correct client/patient information, relay accurate information to doctors/technicians/other departments, type notes in patient records, give accurate information to our clients.
10. Review and transcribe doctor voice mail messages at various times throughout the day.
11. Correct appointments as needed and follow up with team members and managers about incorrect appointments.
12. Contact clients for doctors or techs as needed.
13. Contact no-show appointments for rescheduling.
14. Additional projects will be added as training and aptitude allow.
15. Remain logged in and reachable by Adobe staff email and Microsoft Teams throughout shift.
16. Clearly communicate with your direct manager using Microsoft Teams, Email, Phone, or Vocera.
17. Attend weekly online meetings with your manager during the first month, then bi-weekly meetings thereafter.
18. Participate in bi-monthly staff meetings virtually with your manager and the Client Services team.
19. Keep a detailed daily log of all equipment complications and email it to the IT Manager and your Direct Manager at the end of your shift.
20. Follow all Adobe Animal Hospital policies, including attendance and tardiness.
21. Ability to troubleshoot basic computer, internet, chat, and phone issues as they arise.

Qualifications

Minimum of two years veterinary medical experience as an Assistant, Technician, or RVT. Experience with a multi-line phone system. Must be at least 18 years old, have a high school diploma, and be fluent in English (written and oral). Must be comfortable sitting and/or standing for long periods and operating a computer and phone. Availability to work one weekend day per week and 2+ holidays per year.

Workspace and Environment Requirements

• Dedicated work desk that can accommodate a desktop computer and full-size phone.
• Adequate internet connection (IT will assist with specifications).
• Distraction-free work environment, similar to working in a hospital. Note: This remote position is not a substitute for child or elder care.

Skills

• Experienced with multi-tasking.
• Professional written and oral communication skills.
• Strong work ethic.
• Ability to stay on task without direct supervision.
• Self-motivated.
• Effective prioritization skills.

Pay Range

The base hourly range for this position is $21.00 - $24.00. Pay is determined by role, level, location, skills, experience, and education.

About NVA

National Veterinary Associates (NVA) is a global pet care organization committed to improving the lives of pets and their owners. We support our care teams with resources, technology, and a community of professionals. We offer opportunities for professional growth, mentorship, and ownership.

Benefits

NVA offers a comprehensive benefits package including medical, dental, vision, 401k with employer match, and paid time off. Specific benefits vary by location.

Equal Opportunity Employment

We are an Equal Opportunity Employer. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status, or genetic information. We comply with local hiring regulations and consider applicants with arrest and conviction records in accordance with applicable laws.