Join arenaflex, a leading global pet care organization united in the love of animals and the people who love them, as we seek an experienced Medical Advice Chat Operator to join our team in Los Altos, CA. As a Medical Advice Chat Operator, you will play a vital role in providing exceptional customer service and medical advice to our clients via our online chat platform. This is a unique opportunity for Assistants, Technicians, and RVTs to utilize their medical skills and knowledge to make a difference in hundreds of lives a week.
**About arenaflex**
arenaflex is a global pet care organization dedicated to improving the lives of pets and the people who love them. We empower our care teams with resources to practice medicine their way, connect them to a community of professionals who share their passion, and deliver technology and innovations that simplify work and expand care for all. Our national presence enables us to provide a comprehensive benefits program, including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees.
**Job Description**
As a Medical Advice Chat Operator, you will be responsible for:
* Providing genuine client service while assisting our clients via chat or phone
* Maintaining a positive attitude for your remote team members, arenaflex team members, and our clients
* Working as a team to give our clients the best customer service possible
* Having excellent communication skills (written and oral)
* Managing high volume chat system, accurately and efficiently answering chats and assisting with phone calls as needed
* Scheduling appointments for 20+ doctors who work in multiple locations that see different types of animals
* Scheduling Technician appointments for vaccines, nail trims, blood draws, anal glands, etc.
* Having a great phone and chat voice (interactive, positive, calming)
* Working well within the CSR team and with the other departments in our hospital
* Being detail-oriented: Collecting correct client/patient information, relaying correct information to doctors/technicians/other departments, typing notes in patient records, giving accurate information to our clients
* Reviewing and transcribing doctor voice mail messages at various times throughout the day
* Correcting appointments as needed and following up with team members and manager about incorrect appointments
* Contacting clients for doctors or techs as needed
* Contacting 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 arenaflex staff email and Microsoft Teams throughout shift
* Clearly communicate with direct manager using Microsoft Teams, Email, Phone, or Vocera
* Participate in weekly online meetings with direct manager for the first month, and bi-weekly online meetings with direct manager thereafter
* Attend bi-monthly staff meeting (ability to attend virtually) with direct manager and Client Services team
* Keep detailed daily log of all equipment complications and email to IT Manager and Direct Manager at the end of shift
* Follow all arenaflex policies, including attendance and tardy policies
**Qualifications**
* 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
**Skills and Competencies**
* 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
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to your professional growth and offers opportunities ranging from mentorship to ownership. Our comprehensive benefits program includes medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. We also offer paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
**Work Environment and Company Culture**
As a remote employee, you will have the flexibility to work from the comfort of your own home, with a dedicated work desk that will accommodate a desktop computer and full-size phone. You will also have access to a comprehensive benefits program, including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. Our company culture is built on a foundation of teamwork, collaboration, and a shared passion for animal care.
**Compensation and Benefits**
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.
**How to Apply**
If you are a motivated and compassionate individual with a passion for animal care, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex 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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