[Hiring] Virtual Care Technician @Mars Veterinary Health

Role Description

The Virtual Care Technician serves as the frontline clinical and client support resource within the Virtual Care function, engaging directly with pet owners through chat, messaging, and other digital channels. This role is responsible for delivering timely, accurate, and compassionate guidance that helps pet owners understand their pet’s needs and navigate appropriate next steps for care.

Operating within established clinical decision support models, the Virtual Care Technician combines medical knowledge with strong communication skills to provide safe, consistent, and high-quality virtual interactions. This role plays a critical part in improving access to care—helping pet owners get to the right support faster while ensuring a seamless connection to in-hospital or virtual services when needed.

As part of a growing, technology-enabled care model, this role contributes to a modern, scalable approach to veterinary support that enhances outcomes for pets, pet owners, and care teams.

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Deliver real-time support to pet owners through chat, messaging, and other virtual channels, ensuring a high-quality, empathetic, and professional client experience.
• Gather relevant patient history and assess client concerns to provide appropriate guidance using established clinical decision support tools and protocols.
• Provide accurate, consistent, and medically appropriate recommendations, including home care guidance and direction on when to seek in-hospital or urgent care.
• Document all interactions clearly and accurately to support continuity of care and enable downstream clinical decision-making if escalation is required.
• Support administrative inquiries (e.g., billing, wellness plans, general questions) while maintaining a seamless client experience across clinical and non-clinical interactions.
• Escalate complex or high-risk cases to appropriate clinical resources (e.g., veterinarians) in accordance with defined protocols.
• Participate in quality assurance processes, including transcript reviews, feedback sessions, and coaching to continuously improve performance.
• Contribute to knowledge base updates and process improvements by identifying recurring client needs, gaps, or opportunities to enhance service delivery.
• Maintain adherence to scheduling, service level expectations, and operational standards within a multi-channel contact center environment.
• Engage in ongoing training, team meetings, and development activities to maintain clinical knowledge and adapt to evolving virtual care practices.
• Other job duties as necessary.

Qualifications

• Associate degree preferred.
• Credentialed Veterinary Technician (CVT, RVT, LVT, or LVMT) required.
• Active and unrestricted veterinary technician license in good standing required.
• 3+ years of experience as a credentialed veterinary technician in a clinical setting.
• Demonstrated experience interacting directly with clients/pet owners, including education and guidance.
• Strong understanding of veterinary medical terminology, triage principles, and patient assessment.
• Experience following clinical protocols or decision support tools to guide consistent care recommendations.
• Comfortable working in a technology-enabled environment, including chat-based communication and multiple systems.
• Ability to work independently in a remote setting while maintaining productivity, quality, and accountability.
• Strong written communication skills, with the ability to convey clinical information clearly and empathetically.
• Ability to manage multiple priorities, including individual workload and team support needs.

Requirements

• A hardwired internet connection with a minimum speed of 85mbs.
• A quiet, dedicated work space.
• May require working variable schedules, including evenings, overnights, weekends, and holidays.

Benefits

• Competitive salary with paid time off & holidays.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.