Virtual Care Technician (Mars Veterinary Health)

JOB TITLE:

Virtual Care Technician (Mars Veterinary Health)

LOCATION & SCHEDULE:

Support Office - Vancouver, Full time

COMPENSATION:

$22.31 - $34.86

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Why This Role Matters:

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.

You Will:

• 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.

Your Experience Should Include:

• Associate degree preferred
• Credentialed Veterinary Technician (CVT, RVT, LVT, or LVMT) required
• Active and unrestricted veterinary technician license in good standing required
• The ideal candidate will have a proven track record delivering high-quality client and patient support as a credentialed veterinary technician, with a focus on clear communication, sound clinical judgment, and compassionate care in a fast-paced environment. Key qualifications include:
• 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.

This Remote Position Requires:

• 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.

Salary Range:

The starting pay rate for this role is $22.00/hour with opportunities for merit increases (salary range: $22.00 - $34.86/hour).

Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness.

Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS.

What We Offer You:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.

• 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.

Special Working Considerations:

• Ability to work at a computer for long periods of time.

• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

• The noise level in the work environment is normally moderate.

• Environment where pets are present.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.