At arenaflex, we're dedicated to providing exceptional care to pets and the people who love them. As a leading global pet care organization, we're passionate about empowering our care teams to deliver the best possible experience for our clients. We're now seeking an experienced Medical Advice Chat Operator to join our team in Los Altos, CA. If you're a self-driven individual with a passion for animal health and exceptional customer service skills, we want to hear from you!
**About arenaflex**
arenaflex is a leading global pet care organization united in the love of animals and the people who love them. Our mission is to improve the lives of pets and the people who love them by empowering our care teams to deliver exceptional care. With a network of 1,000 hospitals and a commitment to innovation, we're dedicated to simplifying work and expanding care for all.
**Job Summary**
As a Medical Advice Chat Operator at arenaflex, you'll play a critical role in providing exceptional customer service to our clients via our online chat platform. You'll be the first point of contact for clients seeking medical advice and support, and your expertise will help us deliver the best possible experience for our clients. This is a unique opportunity for Assistants, Technicians, and RVTs to utilize their medical skills and knowledge to make a real difference in the lives of pets and their owners.
**Key Responsibilities**
As a Medical Advice Chat Operator, your responsibilities will include:
* Offering genuine client service while assisting our clients via chat or phone
* Keeping 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 and 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**
As a remote Medical Advice Chat Operator, you'll be expected to:
* 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 meetings 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**
To be successful as a Medical Advice Chat Operator, you'll need:
* 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**
As a Medical Advice Chat Operator, you'll need to possess:
* 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**
At arenaflex, we're committed to your professional growth and development. As a Medical Advice Chat Operator, you'll have opportunities to:
* Develop your skills and expertise in animal health and customer service
* Participate in training and development programs to enhance your knowledge and skills
* Collaborate with our care teams to deliver exceptional care to pets and their owners
* Contribute to the growth and success of our organization
**Work Environment and Company Culture**
As a remote Medical Advice Chat Operator, you'll work in a distraction-free environment that simulates the hospital setting. You'll be part of a dynamic and supportive team that's passionate about animal health and customer service. Our company culture is built on the values of teamwork, innovation, and customer satisfaction.
**Compensation, Perks, and Benefits**
As a Medical Advice Chat Operator at arenaflex, you'll enjoy:
* Competitive hourly rate of $21.00 - $24.00
* Comprehensive benefits program, including medical, dental, vision, 401k with employer match, and paid time off
* Opportunities for career growth and development
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual with a passion for animal health, we want to hear from you! Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer. We're committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds.