Phone Triage Technician

CARE | Charlotte Animal Referral & Emergency is a privately owned and operated ER and specialty referral hospital in the heart of Charlotte, NC. Position ObjectiveThe phone triage technician is a multifaceted clinical role with primary responsibilities split between triaging incoming client calls to determine the nature and severity of the patient, fielding the clients medical questions, and completing after-hour medication refills. Position Requirements:Experience5-years experience as a Registered Veterinary Technician or equivalent work experience (required)2- years experience as an Emergency Veterinary Technician (required)EducationHigh School Degree or equivalent (required)Associate degree in veterinary medical technology is strongly preferred but not requiredSkills/AbilitiesAble to communicate empathy and reassurance over the phone, and confidently address pet owners concernsAbility to work independently and be self-directed.Passion for learning and gaining comprehensive understanding of procedures, protocols, and common client questions associated with the medical servicesNavigates fast-paced environments with easeExceptional written communication skills - Strong attention to proper spelling and grammarExcellent comprehension of written communicationsProficient in Microsoft Word, use of EMR, Office ChatFast typing speeds with exceptional accuracyAbility to remain calm during highly charged situations. Demonstrated experience in effectively de-escalating situations.Ability to present oneself in a genuine and compassionate manner.Flexible attitude and work habitsPosition responsibilitiesAsk situational based questions to assess the severity of the pets illness/injuryAdvise clients of potential wait time for emergency services or diversion statusEscalate complex questions to VeterinariansHave a comprehensive understanding of protocols of various services to allow for the fielding of client questionsBe attentive to all details and provide thorough and accurate informationCommunicate quickly and effectively with emergency team membersDischarge patients from hospitalized care via phoneComplete after-hours prescription refill requests for specialty departments on an as-needed basisPhysical DemandsThis is an administrative heavy position, but one could expect to occasionally assist clinical technicians with patient care. Work is performed in a clinical/hospital setting, remote work is not available at this time.The CompanyWe are a privately owned 24-hour Emergency and Specialty Referral Hospital in Charlotte NC that offers its employees a fun, supportive work environment, terrific benefits, and opportunities for growth.The Schedule2:00 pm-12:00 am on a 2 and 5 rotation (work 2 days, have 2 days off, work 5 days, have 5 days off) This is a consistent schedule. You would either be on the Monday/Tuesday day team or the Wednesday /Thursday team, having the opposite days off, you would then rotate working Friday-Sunday every other week. This is NOT a remote role.You will be scheduled 40 hours a weekOvertime and bonuses are available!The BenefitsCompany health, and dental insuranceVoluntary vision insuranceEmployee Assistance PlanVoluntary short term disability$25,000 group term life insurance401k with company match!voluntary ad&d life insurance ($10,000-$200,000)Generous PTOPaid sick leave!CE Allowance for everyone!Paid registration fees, VTNE exam fees, NC state board exam feesUniform allowanceallows the purchase of scrubs, bandage scissors, stethoscope, thermometer, work shoes, uniform jackets, company swagOn-site Licensed Clinical Social Worker to support employees emotional and mental healthReady to apply? Applications are only accepted through our Human Resources platform, Centrally HR. Please

Created: 2026-03-07