Veterinary Support Associate (on-site)

Job description

Summary: Overview Make a Difference for Animals Every Day Do you thrive on helping both animals and people? Do you enjoy solving problems, providing guidance, and being a trusted resource during moments that matter most? At the ASPCA, our Veterinary Support Associates play a critical role in helping animals receive the care they need while supporting pet owners, veterinary professionals, animal welfare organizations, and communities across the country. Every conversation has the potential to keep a family together, connect an animal with lifesaving resources, or support the ASPCA's mission to protect animals from cruelty and suffering. This is more than a call center role; it's an opportunity to apply your veterinary knowledge, communication skills, and compassion at a national scale while working alongside a dedicated team of professionals who are passionate about making a meaningful impact. Who We Are A Team That Extends the Reach of the ASPCA's Lifesaving Work The Veterinary Support team serves as a vital connection point between animals in need and the ASPCA programs designed to help them. Each year, our team supports tens of thousands of animals and pet owners through veterinary triage, care coordination, appointment scheduling, and case support. We work closely with programs across the ASPCA, including the Animal Hospital, Adoption Center, Community Medicine, Spay/Neuter Alliance, Community Engagement teams, and other national initiatives focused on animal welfare. While our work happens over the phone and through digital communication, its impact is felt in homes, shelters, clinics, and communities nationwide. We help remove barriers to care, provide guidance during challenging situations, and connect people with resources that improve and save animal lives. We're a collaborative group of veterinary professionals who believe that expertise, empathy, and teamwork can transform outcomes for animals and the people who love them. What You’ll Do Use Your Veterinary Expertise in a New and Meaningful Way As a Veterinary Support Associate, you'll combine your clinical knowledge with exceptional communication skills to help pet owners, veterinary teams, rescue organizations, and community partners navigate a variety of animal welfare and veterinary care needs. In this role, you'll: Provide veterinary triage and guidance that helps animals receive appropriate care. Support pet owners during stressful and emotional situations with empathy and professionalism. Help families connect with services and resources to keep pets in their homes. Coordinate appointments and program services across multiple ASPCA departments. Collaborate with veterinary professionals, social service organizations, and community partners. Maintain detailed case records that contribute to high-quality care and operational excellence. Every day brings new challenges, meaningful conversations, and opportunities to create positive outcomes for animals. Where and When You’ll Work This role is located in our Champaign, IL office and is an on-site role. Our team provides support across multiple ASPCA programs, so Veterinary Support Associates work a variety of schedules ranging from 6:00 a.m.–2:00 p.m. CST to 3:00 p.m.–11:00 p.m. CST . Monthly schedules are created based on anticipated service needs and staffing requirements. As our mission and call volumes evolve, scheduling may be adjusted to ensure we continue delivering timely, compassionate support to animals and the people who care for them. Schedules may vary based on the need for phone coverage and are assigned each month. These parameters are subject to change with call volume trends and workforce management adjustments. Shifts are subject to change in 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 ranges for this role are set forth below and may be modified in the future. This role is open for both licensed and non-licensed practitioners. For applicants with a license: $24.50 - $26.90 per hour. For more information on our Benefit offerings, click here . Staff in this role may be eligible for additional pay such as shift differential. For non-licensed applicants: $22.30 - $24.00 per hour. For more information on our Benefit offerings, click here . Staff in this role may be eligible for additional pay such as shift differential. 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, paid personal time, sick time, bereavement time, paid parental leave, and 10 company paid holidays 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. Responsibilities: Responsibilities: Responsibility buckets are listed in general order of importance. They include, but are not limited to: Responsibilities Provide professional and compassionate support to pet owners, veterinary professionals, rescue partners, and internal stakeholders via phone and electronic communication, with the goal of helping pets and people stay together whenever possible. Assist callers by providing information about ASPCA programs, services, and resources, helping connect them to the support that best meets their needs. Assess and triage animal illnesses and injuries in accordance with established protocols and refer cases to appropriate veterinary resources when needed. Accurately document case histories, assessments, recommendations, and outcomes in electronic record systems. Complete follow-up communications with pet owners, rescue organizations, veterinary clinics, and other partners as required. Review case-related information and make recommendations in accordance with ASPCA guidelines and established protocols. Consult with veterinary professionals and subject matter experts to gather information and support appropriate case handling. Handle confidential information with discretion and assist in maintaining secure records and files. Work collaboratively with teammates, supervisors, and other ASPCA departments to support daily operations and deliver a positive client experience. Maintain professionalism, empathy, and composure when handling sensitive, emotional, or escalated interactions. Communicate in a positive, respectful, and supportive manner with both internal and external stakeholders. Deliver excellent customer service while meeting established expectations for quality, productivity, accuracy, and case documentation. Participate in coaching, training, and quality assurance activities to support ongoing growth and development. Perform other duties as assigned. Exemplifies the ASPCA’s Core Values: Has Commitment and dedication to improving the lives of animals Demonstrates Ownership and feels responsible for outcomes Believes in Team - that we are stronger together Seeks to Elevate others and reimagine what is possible Focuses on Impact, specifically making change for animals Qualifications Excellent interpersonal, written, and oral communication skills Strong oral and written Spanish communication skills a plus Proficient with computers and comfortable learning new software Fast and accurate typing skills Understanding of medical terminology and basic animal anatomy Strong medical triage skills and understanding of vital signs and common medical conditions Ability to track and adapt to frequent changes in protocols and procedures Must be able to think critically and interact effectively with clients, veterinary practices, and pet parents over the telephone and through electronic correspondence Must be detailed oriented, able to examine and observe details, and able to discriminate colors Ability to manage large numbers of inbound and outbound calls in a timely manner Excellent active listening skills and the ability to quickly develop a rapport with clients over the phone Exceptional customer service and professional phone voice Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment Ability to de-escalate and maintain a professional demeanor during difficult or escalated interactions. Ability to adapt and meet the varied needs of our clients. Display emotional intelligence and resiliency Display care and concern for the safety and well-being of self, animals and others, especially during stressful situations Must work well with or without direct supervision Ability to work as part of a hybrid team Availability to work any shift Language English (Required) Spanish (Preferred) Location Champaign, IL (on-site) Education and Work Experience Spanish (Preferred) CVT credentials (Preferred) or equivalent education and experience required Veterinary practice or shelter experience preferred Customer service, client relations, or social service experience preferred Additional Information Weekends and holidays are required. Ability and willingness to travel up to 5% of the time as needed. Outstanding interpersonal, verbal, and written communication skills; collaborative team player who shares knowledge and supports colleagues Love of animals and an interest in the organization’s mission of animal welfare is a plus Ability to exemplify ASPCA’s core values and behavioral competencies. Language: English (Required), Spanish Education and Work Experience: