Virtual Care Technician; Mars Veterinary Health

Job Details

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.

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.

• 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.

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…