Phone Triage Technician

Charlotte Animal Referral & Emergency; Charlotte (NC); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

401k with company match

Paid time off

Employee Assistance Plan

Vision insurance

Short term disability

Life insurance

Job summary

Charlotte Animal Referral & Emergency in Charlotte, NC seeks a phone triage technician to triage client calls, answer medical questions, and manage after-hours refills. The role blends administrative tasks with clinical insight in a 24-hour ER specialty setting.

Requires 5+ years as a RVT or equivalent and 2+ years as an Emergency Vet Tech, with strong empathy, calm communication, and independent work capability. Not remote; 40-hour schedule with shift rotations and overtime/bonuses available.

Qualifications

• 5+ years as a Registered Veterinary Technician or equivalent work experience required.
• 2+ years experience as an Emergency Veterinary Technician required.
• Excellent phone communication and empathy; ability to reassure clients.
• Ability to work independently and stay organized in a fast-paced setting.
• Proficiency with EMR systems, Word, and internal communication tools.

Responsibilities

• Ask situational questions to assess severity of illness/injury via phone.
• Advise clients on potential wait times or diversion status.
• Escalate complex questions to Veterinarians as needed.
• Provide thorough, accurate information and navigate protocols.
• Coordinate quickly with emergency team members and discharge patients by phone.
• Handle after-hours prescription refill requests for specialty departments as needed.

Skills

Empathy over the phone

Strong communication

De-escalation skills

Independent work ethic

Fast and accurate typing

Calm under pressure

Client service orientated

Education

High School Degree

Associate degree in veterinary medical technology

Tools

EMR

Microsoft Word

Office Chat

Job description

CARE | Charlotte Animal Referral & Emergency is a privately owned and operated ER and specialty referral hospital in the heart of Charlotte, NC.

Position Objective

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

Physical Demands

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.

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!

The Benefits

• Company health, and dental insurance
• Voluntary vision insurance
• Employee Assistance Plan
• Voluntary short term disability
• $25,000 group term life insurance
• 401k with company match!
• voluntary ad&d life insurance ($10,000-$200,000)
• Generous PTO
• Paid sick leave!
• CE Allowance for everyone!
  • Paid registration fees, VTNE exam fees, NC state board exam fees
• allows the purchase of scrubs, bandage scissors, stethoscope, thermometer, work shoes, uniform jackets, company swag
• On‑site Licensed Clinical Social Worker to support employees emotional and mental health

Ready to apply?

Applications are only accepted through our Human Resources platform, Centrally HR. PleaseCLICK HERE to apply!