Remote Call Center Jobs in Champaign, IL (NOW HIRING)

Summary:

Who We Are

The ASPCA Poison Control Center (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 Consulting Veterinarian in Clinical Toxicology (CVCT) systematically gains toxicology knowledge through the APC's staged training and mentoring process. The CVCT plays a critical role at the APC managing cases regarding animals that have been exposed to potentially dangerous substances. The environment is fast paced, challenging, and loaded with support to help achieve success. The person in this position shares our expertise with veterinarians, animal owners, and others (e.g., law enforcement, etc.) who are involved in cases. In addition, the CVCT provides consultation for support staff, advising them in managing APC cases. The CVCT 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. CVCTs may be eligible to sit for the American Board of Toxicology exam after 3 years and the American Board of Veterinary Toxicology exam after 3 years. In addition to toxicology board certification, the CVCT has 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. Relocation assistance may be offered to candidates who currently reside outside of 350 mile radius and are willing to relocate.

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 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 salary range for this role in Zone 1 is $110,000 - $117,000 and in Zone 2 is $120,000 - $127,000. 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.

• Employment at APC is considered qualifying toxicology work experience for the American Board of Toxicology (ABT) and the American Board of Veterinary Toxicology (ABVT).

• 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

• Professionally manage medical and toxicology 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 conveyed during consultations, into the electronic record, in sufficient detail as to provide a clear understanding of what transpired.

• Collect payments as needed with provided software tools.

• Develop appropriate risk and rule out assessments based on the exposure history and clinical findings.

• Provide additional differential diagnoses in those cases where it is determined that the original agent might not be or is not the agent responsible for the clinical findings.
• Provide up-to-date treatment recommendations, including assisting veterinarian callers with critical care procedures including (but not limited to) interpretation of clinical laboratory results, institution of appropriate fluid therapy, establishment of fluid administration rates, and pain management.
• Consult with both on-site and off-site experts in more complicated cases.
• Advise support staff (veterinary technicians and assistants) in the management of cases per established APC protocols and through established veterinary knowledge.
• Maintain quality in the case record and medical proficiency.
• Receive and implement feedback from regular quality assessments by the Quality Assurance Team, the Toxicology Protocol Team, direct manager, and other leaders.
• Achieve efficiency and daily case volume, reaching standardized calls per hour goals as required for specific levels of training tenure.
• Achieve quality and customer service-related goals as defined, exemplifying our core values and behavioral competencies.
• May be assigned to other duties as necessary.

Training, Professional Development, and Supporting Opportunities

• Actively participate in on-site, off-site, or virtual training, including attendance at weekly veterinarian rounds.
• Develop protocols for the medical library database.
• Publish approved case reports or other educational documents in peer-reviewed and lay journals or other media as requested.
• Contribute to APC blog posts on toxicology related topics.
• Provide staff training lectures and participate in the staff mentorship program.
• Serve as a peer resource by providing shadowing opportunities to new team members and colleagues requiring additional support, as requested by leadership.
• Provide continuing education to the veterinary community through APC webinars and external conferences.

Qualifications

• Must have solid understanding of veterinary clinical medicine and a strong interest in toxicology.
• Veterinarian license credentials required in the state of residence, i.e., DVM, VMD.
• Must obtain State of Illinois veterinary license credential within one year of hire
• 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.
• Relocation assistance may be offered to candidates who currently reside outside of the 350-mile radius and are willing to relocate.
• Up to 20% travel may be required, as this position requires onsite training and support.
• A remote work agreement is required for this regional remote CVCT position.
• 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.
• 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, 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 leading 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 a strong interest in toxicology.
• Must interact effectively with others and exercise good judgment when dealing with people in sensitive situations.
• Must possess excellent interpersonal, written, and verbal communication 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 (required)
• Spanish (a plus, not required)

Education and Work Experience

• Graduate of accredited veterinary college (DVM, VMD) or graduate of foreign veterinary college with ECFVG or PAVE certification, or equivalent.

• An advanced degree or certification in toxicology or related area is beneficial.

• Must currently hold veterinary license from any U.S. state.

• Must be eligible for and able to obtain an active Illinois state veterinary license within one year of hire.

• 1 year of clinical experience.

• Emergency facility work experience preferred.

• Veterinary internship experience preferred.

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