Credentialed Veterinary Technician – ASPCA Poison Control

Credentialed Veterinary Technician – ASPCA Poison Control

Requirements

• Veterinary Technician credentials (required) in the state of residence, i.e., CVT, LVT, RVT. Must obtain CVT credentials in Illinois within one year of hire.
• Ability to act and react to emergency and/or challenging situations in a compassionate and consistent manner.
• Ability to apply sound reasoning and decision-making.
• Ability to communicate effectively with concerned, emotional, and worried persons via telephone.
• Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions.
• Ability to establish and maintain effective and collaborative working relationships with supervisors, co-workers, and the public.
• Ability to learn and use new software in a professional setting.
• Ability to remain calm under challenging circumstances.
• Must be detail-oriented and be able to work in a meticulous, thorough and detailed manner.
• Must be proficient in math and dosage calculation comprehension.
• Must be proficient with technology and be able to work with multiple databases and programs simultaneously in a rapid manner.
• Must display excellent internal and external customer service skills.
• Must have knowledge of and experience with PCs, basic office and Windows software, e-mail and Internet searches.
• Must have strong interest in toxicology.
• Must have strong interpersonal and communications skills.
• At least one year of experience as a credentialed veterinary technician is required.

Responsibilities

• Professionally manage medical cases initiated by telephone, email, and other electronic means from practicing veterinarians, animal owners, and others, involving animals that have potentially exposed to deleterious agents or diseases.
• Obtain complete case histories and provide detailed and accurate diagnostic and treatment recommendations appropriate to the professional level of the caller and based on established APC protocols.
• Enter (type-in) information into the electronic record efficiently and accurately as conveyed during communications with caller and consultations with APC DVMs.
• Document exposures and risks, and relay detailed treatment recommendations per protocols and verbal instructions.
• Create follow up actions to have records evaluated and closed by appropriate personnel.
• Utilize ASPCA/APC resources to manage cases and access protocols, policies, and procedures.
• Maintain excellence in customer service and high medical record quality levels. Respond to quality assessments provided by quality assurance and management staff. Meet case management quality, customer service, and volume metric goals as set for specific levels of tenure.
• Consult the on-site experts, managers, and senior staff as needed for additional case-management information.
• Complete follow up phone calls to pet owners and veterinary clinics as needed to obtain additional information regarding outcomes on specific cases.
• Actively participate in on-site, off-site and virtual training, including attendance at monthly support staff rounds.
• Assist in supportive activities which may include development of protocols for the medical library database, contributions to APC blog posts on toxicology related topics, participation in the staff mentorship program, and assistance with special projects as needed.

Preferred Qualifications

• Emergency veterinary medicine experience is strongly preferred.
• Experience in veterinary practice, poison control center, or university is beneficial.
• Bilingual Proficiency.