Credentialed Veterinary Technician, ASPCA Poison Control (Regional Remote)

Summary: Who We Are The ASPCA Poison Control (APC) is the leading animal poison control call center in the nation. The APC’s professional team supports veterinarians and pet owners 24/7 using a proprietary database containing over four million cases. The APC is committed to protecting and improving the lives of animals through promotion of poison prevention and publication of new findings. The APC handles over 400,000 calls annually, providing assistance to hundreds of thousands of pets each year. What You’ll Do The Credentialed Veterinary Technician (CVT) systematically gains toxicology knowledge through the APC’s staged training and mentoring process. The CVT plays a critical role at the APC as the first point of contact for pet owners who need assistance with pets that have been exposed to potentially dangerous substances. The environment is team oriented and supportive to set CVTs up for success in this fast paced and challenging position. Our CVTs obtain a complete history, document exposure circumstances in the electronic medical record, calculate dosages, and use in-house protocols to either manage cases or to escalate cases to a veterinarian for further management. The CVT participates in other projects and events that are established to support APC work, further education, and enhance communication within the ASPCA. The ASPCA supports our staff with career development, and the CVT has multiple potential career opportunities in a variety of departments and locations within the ASPCA. Where and When You’ll Work This is a regional remote position. Candidates must be U.S. based and reside within a 350 mile radius of the ASPCA Office in Champaign, IL for the duration of employment, and be available for travel to Champaign, IL. You may use this map to determine if your location is within this radius – simply enter a radius of 350 miles and “Champaign, IL” as the town name. Schedule: • This is a late evening position that includes nights, evenings, and holidays. • Once proficiently trained, this position may work a full overnight shift approximately 3-5 times per year or a partial overnight shift 6-10 times per year to cover vacations for our overnight staff. We provide the option of a full overnight shift (10:00p – 6:00a) and partial overnight shifts (4:00a – 12:00p or 8:00p – 4:00a) or a mix of the two. • Schedules are subject to change at the sole discretion of the ASPCA What You’ll Get Compensation Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The base hourly wage for this role is $24.50 - $26.90. Staff in this role may be eligible for additional pay such as shift differential, per diem, or a spot bonus. For more information on our benefits offerings, click here. Benefits At the ASPCA, you don’t have to choose between your passion and making a living. Our comprehensive benefits package helps ensure you can live a rewarding life at work and at home. Our benefits include, but are not limited to: • Affordable health coverage, including medical, employer-paid dental, and optional vision coverage. • Flexible time off that includes vacation time, sick and bereavement time, paid parental leave, 10 company paid holidays, and paid personal time off that allows you even more flexibility to observe the days that mean the most to you. • Competitive financial incentives and retirement savings including a 401(k) plan with generous employer contributions — we match dollar for dollar up to 4% and provide an additional 4% contribution toward your future each year. • Robust professional development opportunities including classes, on-the-job training, coaching and mentorship with industry-leading peers, internal mobility, opportunities to support in the field, and so much more. • Tuition assistance may be available to help employee achieve a Bachelor’s degree in Veterinary Technology or a Master’s in Toxicology. • For applicants with a bachelor’s degree: Employment at APC is considered qualifying toxicology work experience for the American Board of Toxicology. Qualified team members may be eligible to sit for board certification after 10 years of work supervised by a toxicologist. • The ASPCA is a qualifying employer for the Public Student Loan Forgiveness program. Responsibilities: Responsibilities Responsibilities include, but are not limited to: Contact Center and Clinical Case Management (90%) • Professionally manage medical cases initiated by telephone, email, and other electronic means, from practicing veterinarians, animal owners and others. • 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. • 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. • Collect payments from callers with provided software tools. • Achieve quality and customer service-related goals as defined, exemplifying our core values and behavioral competencies. • Meet case management quality, customer service, and volume metric goals as set for specific levels of tenure. • May be assigned to other duties as necessary Training and Professional Development Opportunities (Up to 10%) • Actively participate in on-site, off-site, or 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 • May be assigned to other duties as necessary. Qualifications • This is a regional remote position. Candidates must be U.S. based and reside within a 350 mile radius of the ASPCA Office in Champaign, IL for the duration of employment. • Up to 20% travel may be required, as this position requires occasional on-site training and support. • A remote work agreement is required for staff not working at the ASPCA Midwest Office in Champaign, IL. • In order to maintain optimal internet connection, a download speed of at least 30 Mbps, an upload speed of at least 4 Mbps, and a ping/latency less than (or around) 120ms is required. • Staff will work daytime hours during their initial training and will be moved to later shifts incrementally, following the training schedule. Once training is complete, this position will begin as an evening or late evening shift, with shifts starting at 5p CT or later. Eligibility for earlier shifts is based on seniority. • Schedules are subject to change at the sole discretion of the ASPCA • 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 handle 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 callers. • Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions. • Ability to distinguish different auditory tones. • Ability to establish and maintain effective and collaborative working relationships with supervisors, co-workers, and the public. • Ability to remain calm under challenging circumstances. • Ability to work flexible hours on days, evenings, weekends, and holidays. • Display excellent active listening skills and the ability to quickly develop a rapport with callers. • Maintain a distraction-free, dedicated work environment. • Enthusiasm for working amidst complexity and change. • Must be able to recover from tough situations quickly and maintain a professional demeanor. • Must be comfortable being stationary, typing, and working at a desk for 8 or more hours. • Must be detail-oriented. • 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 have knowledge of and experience with PCs, basic office and Windows software, e-mail and Internet searches. • Must display excellent internal and external customer service skills. • Must have strong interest in toxicology. • Must interact effectively with others with others and exercise good judgement when dealing with people in sensitive situations. • Must possess excellent interpersonal, written, and verbal communications skills. • Strong motivation to provide a high standard of care is essential. • Ability to exemplify ASPCA’s core values, behavioral competencies, and commitment to diversity, equity, and inclusion. Language • English • Spanish (a plus) Education and Work Experience • High School Diploma required • Associates or Bachelors in Veterinary Technology required • Licensed Veterinary Technician required • 1 year of clinical experience required • Experience in a veterinary facility/clinic with specialty departments preferred. • Emergency veterinary medicine experience is strongly preferred. Additional Information The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA’s standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA’s People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process. Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances. ASPCA is an Equal Opportunity Employer (M/F/D/V). Please don’t forget to attach your resume to complete your application. Qualifications: See above for qualifications details. Licensed Veterinary Technician - American Association of Veterinary State Boards Language: English (Required) Education and Work Experience: Associates: Animal Science (Required) Apply tot his job Apply To this Job