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NVA

Medical Advice Chat Operator

Adobe Animal Hospital - Los Altos

Job Description

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 

As a member of our Chat Team your responsibilities will include: 

  • 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 excellent communication skills (written and oral). 

  • Manage high volume chat system. Accurately and efficiently answer chats and assist with 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 various times throughout the day. 

  • Correct appointments as needed and follow up with team members and manager about incorrect appointments. 

  • Contact clients for doctors or techs as needed. 

  • Contact no show appointments for rescheduling. 

  • Additional projects will be added as training and aptitude allow. 

 

Expectations Unique to Remote Position 

•Remain logged in and reachable by Adobe staff email and Microsoft Teams throughout shift. 

• Clearly communicate with direct manager using Microsoft Teams, Email, Phone, or Vocera. 

• For the first month: weekly online 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 Services 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 policies including attendance and tardy policies. 

​• Ability to trouble shoot basic computer, internet, chat, and phone issues as they arise. 

 

 

Qualifications 

Workspace and environment requirements  

• Dedicated work desk that will accommodate a desktop computer and full-size phone. 

• Adequate internet connection. IT will assist with this and let you know the specifications. 

• Distraction free work environment just like you were working in the hospital. A 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 

• Creative problem solver 

• Independent 

• Self motivated 

• Client focused 

• Able to effectively prioritize 

 

Requirements for Applying 

  • Minimum of two years previous veterinary medical experience as an Assistant, Technician, or RVT 

  • Computer experience 

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

Pay Range

  • The base hourly range for this position is $21.00 - $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.
 
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.
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This Job

Location:

Los Altos, California, United States

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