Virtual Care Veterinary Technician Shift Lead
Information about the Role: Reports to: Virtual Care Team Managers, Sr. Virtual Care Manager Compensation: Pay range is $27–$29/hr, based on experience. Candidates will be compensated within this band regardless of geographic location. We will not move above this range. Job Purpose: To provide additional layers of support to our Virtual Care Team collaborating closely with the Virtual Care Management to drive efficiency and engagement. In addition, the Team Shift Lead is responsible for real time troubleshooting, Member Escalation, Point of Contact guidance, Member Experience oversight, and maintaining various KPI’s/SLA’s as directed by Virtual Care Management. This is a position of growth, with the intention to provide resolution in mid-lift leadership areas. Responsibilities:
- Provide frequent, productive feedback to the Virtual Care Team Managers
- Embody the Modern Animal cultural visions and core values by encouraging a healthy, efficient, friendly, curious, modern, and positive work environment
- Leads daily execution to deliver excellence in medical quality, elevate member experience, foster team connection, and partner with Team Manager to manage labor to support profitability.
- Monitor incoming Active Chats by Wait Time dashboard for expiring chats
- Monitor SLA on Telemedicine & Member Success utilizing Queue 2.0 dashboard, ensuring 90%+ SLA at all times for chats, video calls/phone calls
- Monitor general attendance, also ensuring the team is taking all lunch breaks on time and without meal penalties
- Schedule Roll Call Post in the VC Rounds channel
- Monitor and respond to escalations and support Member de-escalation.
- Enter workflows in event of call outs
- Manage redeployment of labor when necessary
- Manage shift change/transition
- Individual team member support and coaching
- Complete team interaction reviews
- Monitor Adverse Events
- Help to import "hours off the floor" each week for benchmark tracking
- POC for clinic leadership, troubleshooting pain points
- Train and develop onboarding team members
- Present medical topics at team meetings
Qualifications:
- 5+ years experience in the practice of small animal veterinary medicine and surgery
- Proficient in MA Guidelines, MA Protocols, and SOP’s that have been set in place for Virtual Care
- Graduation from an AVMA-accredited veterinary technician school and must have active VN licensure (Telemedicine Team)
- Fast-learner with a proven ability to find answers without assistance and work without direct supervision; willingness to quickly adapt to changing priorities and generate innovative solutions in an extremely fast-paced environment
- Willingness to grow and adapt; an inclination to embrace change and work together to build an optimal solution for all
- Interest in and willingness to learn leadership skills
- High level emotional intelligence
- Excellent problem solving skills and the ability to work independently
- Exceptional verbal and written communication skills
- Ability to work evenings, weekends, and holidays
- Forward-thinker who enjoys staying curious
- Employed with Modern Animal for at least 6 consecutive months
- Must be in good standing with Modern Animal (not currently on a formal performance improvement plan or progressive coaching)
Working Conditions: The job of Virtual Care Shift Lead at Modern Animal requires regular early morning or late evening, weekend work and some holidays. Careful attention to detail, and working with clients experiencing emotional distress and/or frustration, as well as basic supervision of the team’s work flows and task completion. This position is remote and it is expected that the employee will be able to ensure a quiet and distraction-free environment during working hours. Direct Reports: Exempt employees within specified Virtual Care team Schedule Requirements: Wednesday through Saturday, 2:00 PM to 12:00 AM, with some administrative time on a fifth day of your choosing. Holiday coverage as needed. Original job Virtual Care Veterinary Technician Shift Lead posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs. Apply tot his job Apply tot his job Apply To this Job