Medical Support Technician

**About Us**:
Launched in 2021, The Vets is redefining the veterinary industry because we believe healthy pets start with happy vets. Providing an alternative option to brick-and-mortar veterinary clinics, The Vets has introduced a new at-home service offering high-quality, fear-free care for pets, and a better quality of life for our unsung heroes - our veterinarians. Marrying state-of-the-art technology with a concierge approach to pet care, The Vets delivers a world-class experience for vets, pets and pet owners. The Vets currently operates in 16 US markets, has serviced over 35,000 pets and achieved a 3x higher NPS score than traditional veterinary services.

**About the Role**:
As a Medical Support Technician, you will work cross-functionally with other support departments, city managers, and mobile veterinary teams to ensure all appointments flow smoothly from start to finish. The Medical Support Technician will handle any questions or concerns that arise from the mobile veterinary teams and clients during this time.

The Medical Support Technician will also play a vital role in ensuring all post-appointment care is communicated effectively with our clients and that clients are educated on our company's gold standard of care. It is an essential responsibility of the Medical Support Technician to simplify veterinary terminology in a way that our clients can understand. This includes but is not limited to providing post-appointment follow-up calls and communication as well as prescription management and fulfillment.

**Responsibilities**:

- Excellent customer service skills, knowledge of veterinary terminology, and ability to perform fundamental tasks on a computer
- Basic tele-triage, medical records management, interpretation of lab results, and prescription handling
- Upsell opportunities to pitch our Total Wellness Membership solution
- Promote our Preferred Rx partner Mixlabs when applicable
- Basic Client Education on preventive medicine and wellness
- Electronic Chart documentation & maintenance
- Communication, both written and verbal, with clients and other departments, technicians, and doctors via Slack city channels and Zendesk SupportTickets
- Ensure all Urgent/High priority escalations have been completed with company-provided service level agreements, and provide end-of-shift updates for critical items for team communication
- Deliver company incentives and provide the company’s set gold standard of care to clients and patients
- Other duties as assigned

**Qualifications**:

- Veterinary Medical Knowledge and experience (2+ years)
- Experience in tele-triage, ability to manage stressful situations, and de-escalate clients
- Strong communication skills, both written and verbal. Must possess strong communication skills, good judgment, and work with others on a team respectfully
- Able to work a flexible schedule which means some weekends & holidays
- Must be responsible, patient, dependable, and loves supporting animals
- Must be able to obtain accurate vitals, obtain medical histories, and accurately notate within the electronic medical record
- Ability to work in a fast-paced environment, to work independently, as well as accept direction from others

**Salary & Benefits**:

- ****$25 per hour
- Medical, Dental, Vision and 401k with company match
- PTO days, Sick days and Paid holidays

The Vets is committed to hiring the best team possible to build the future of pet care. The Vets provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, and national origin.

Pay: $25.00 per hour

Expected hours: 40 per week

**Benefits**:

- Dental care
- Life insurance
- Paid time off
- Vision care

Schedule:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Overtime
- Weekends as needed

Work Location: Hybrid remote in London, ON N6C 4P6