Veterinary Support Associate, CVT (Regional Remote)

About the position

Overview

The ASPCA Veterinary Support team is seeking a friendly, engaging, reliable, and people-savvy individual who wants to make a difference in the world. The Certified Veterinary Technician will have excellent medical knowledge, customer service, and communication skills. They will effectively and professionally communicate with pet owners and veterinary professionals regarding emergency triage, schedule services, assess and report on animal health and well-being, and keep accurate case records to assist with ASPCA mission-focused work involving at-risk animals, surrender prevention, and anti-cruelty intervention. Who We Are Our Veterinary Support Associates provide a communication pathway for clients, answering over 25,000 inbound calls and making over 15,000 outbound calls annually. Our work includes providing veterinary triage, appointment scheduling, and program support for the ASPCA Adoption Center and ASPCA Animal Hospital in New York City, Community Engagement, Community Medicine (New York, Miami, Los Angeles), ASPCA Spay/Neuter Alliance (North Carolina), Los Angeles Feline Program Team, and Strategy & Research teams. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas. What You’ll Do The ASPCA Veterinary Support team fields approximately 50,000 inbound and outbound calls annually, providing veterinary triage, appointment scheduling, program support, and logistics for the ASPCA Adoption Center, Animal Hospital, Communications, Community Engagement, Community Medicine, Grants, National Field Response, Spay/Neuter Alliance, and Strategy & Research teams. Additionally, this team collaborates with social service agencies and veterinary partners to help the most at-risk animals within our designated service areas. Where and When You’ll Work This is a regional remote position. Candidates must be U.S. based and reside within a 350-mile radius of the ASPCA Office in Champaign, IL for the duration of employment, and be available for travel to Champaign, IL. Relocation assistance may be offered to candidates who currently reside outside of the 350- mile radius and are willing to relocate. Veterinary Support Associates are assigned different shifts ranging from 6am-2pm CST at the earliest to 3pm-11pm CST at the latest. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in the sole discretion of the ASPCA.

Responsibilities

• Professionally manage contact by telephone and electronic means from departmental referrals, animal owners, and others involving animals with the goal of keeping pets and people together
• Assist in the daily operations of all areas of Veterinary Support by maintaining knowledge of ASPCA program areas and assisting callers with information and services to provide targeted support
• Assess/triage illnesses and injuries appropriately, referring to the appropriate veterinary resources
• Utilize the electronic record databases to record complete case histories, document findings accurately, and provide detailed recommendations to owners.
• Complete follow-up phone calls to pet owners, rescuers, and veterinary clinics as needed
• Assess case-related charges and make recommendations based on ASPCA protocols
• Consult the on-site and off-site experts as needed for additional information and case approvals
• Maintain case records appropriately in all required systems
• Assist with maintenance of confidential files
• Collaborate with management and provide input when internal or external issues arise
• Maintain a professional demeanor during difficult or escalated interactions
• Maintain a positive and supportive attitude in all internal and external communications
• Maintain excellence in customer service and high case record quality levels. Respond to quality assessments provided by quality assurance and management staff.
• Meet case quality, customer service, and volume metric goals as set for specific levels of tenure.
• Other duties as assigned
• Exemplifies the ASPCA’s Core Values: Has Commitment and dedication to improving the lives of animals Demonstrates Ownership and feels responsible for outcomes Believes in Team - that we are stronger together Seeks to Elevate others and reimagine what is possible Focuses on Impact, specifically making change for animals

Requirements

• Excellent interpersonal, written, and oral communication skills
• Proficient with computers and comfortable learning new software
• Fast and accurate typing skills
• Understanding of medical terminology and basic animal anatomy
• Ability to track and adapt to frequent changes in protocols and procedures
• Must be able to think critically and interact effectively with clients, veterinary practices, and pet parents over the telephone and through electronic correspondence
• Must be detailed oriented, able to examine and observe details, and able to discriminate colors
• Ability to manage large numbers of inbound and outbound calls in a timely manner
• Excellent active listening skills and the ability to quickly develop a rapport with clients over the phone
• Exceptional customer service and professional phone voice
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions.
• Ability to adapt and meet the varied needs of our clients.
• Display emotional intelligence and resiliency
• Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations
• Must work well with or without direct supervision
• Ability to work as part of a hybrid team
• Availability to work any shift
• English (Required)
• CVT license required (Illinois)

Nice-to-haves

• Strong oral and written Spanish communication skills a plus
• Spanish (Preferred)
• Veterinary practice or shelter experience preferred
• Customer service, client relations, or social service experience preferred
• Love of animals and an interest in the organization’s mission of animal welfare is a plus!
• Ability to exemplify ASPCA’s core values and behavioral competencies.

Benefits

• Affordable health coverage, including medical, employer-paid dental and optional vision coverage.
• Flexible time off that includes vacation time, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays that allows you even more flexibility to observe the days that mean the most to you.
• Competitive financial incentives and retirement savings, including a 401(k) plan with generous employer contributions — we match dollar-for-dollar up to 4% and provide an additional 4% contribution toward your future each year.
• Robust professional development opportunities, including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field and so much more.

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