Reporting To: Digital Lead RVN
Location: Hello Vet Quarters (office-based)
Working Hours/days: 42 hours a week. 1 in 6 weekend pattern
Wage: £35,000-£37,000 Per annum
Closing Date: Monday 10th August (End of Day)
We have an exciting opportunity for an experienced and motivated Registered Veterinary Nurse (RVN) to join our innovative and technology-driven veterinary company. This role is unlike the standard RVN position, offering the chance to be part of a cutting-edge digital service that complements our in-person clinical care.
As a Digital Registered Veterinary Nurse (RVN) in our Hello Quarters digital service, you will play a crucial role in enhancing client communication and patient support, as well as developing our digital touchpoints. Our digital service is unique, providing centralised client communications across phone, WhatsApp and email interfaces, and is pivotal to the care we provide at Hello Vet. The digital function is consistently the most mentioned offering in our client reviews - meaning the standard you set here directly shapes how clients experience Hello Vet. Alongside this, digital is a core, internal team within the business and a wide range of change across Hello Vet reflects through it. You will work closely with the digital client care assistants (CCAs), digital RVNs and digital Vets to support and nurture the client journey, as well as with our clinic teams, to ensure a seamless and compassionate experience. You will also be working with the Hello Quarters product and marketing teams to support the evolution of strategic initiatives and engage directly with clients for relevant team campaigns.
- Digital Patient Triage: Provide digital patient triage and specific tailored clinical advice to owners, exercising judgement in requirement and urgency for an appointment in clinics.
- Digital Registered Client Support: Engage with existing Hello Vet clients, providing guidance for their pet through our digital technology platforms and assisting in the resolution of enquiries.
- Welcome Unregistered Owners: Support unregistered owners who contact Hello Vet to provide general veterinary advice during their first interaction with us, and assist in the registration and booking process where necessary.
- Consistent Record Keeping: Ensure all communications and interactions with clients are recorded across the digital platforms, maintaining the highest quality of patient record keeping to help support clinical teams and meet required regulatory standards.
- Facilitate Product Requests: Engage with owners around medication enquiries and product requests, working alongside the DigiVet team to ensure a streamlined client experience.
- Support Procedure Booking: Assist the digital CCA team in procedure booking flows where indicated or perform directly, as well as play a key role in estimate creation and pre and post-procedure communication with clients.
- Support Appointment Booking: Assist the digital CCA team in appointment booking flows where indicated or perform directly, as well as produce and distribute key client information post-appointment and be an active part of ongoing communications.
- Work with Digi CCAs: Provide escalation for the digital CCA team for clinical related client enquiries. Escalate clinical or operational issues promptly to the Digital Lead RVN, Digi Vet and to the Head of Clinical Transformation where required.
- Optimise the Digital Journey: Implement existing digital workflows and communications to ensure Hello Vet provides a coherent and consistent set of digital touchpoints and interactions; whilst reviewing current processes to suggest improvements to the customer journey.
- Embrace Technology: Utilise cutting-edge digital tools to enhance efficiency, effectiveness, and ease of service delivery. Work and feedback to the Head of Clinical Transformation, Digital Leads and Product team to assist in the development of tools that improve workflows for all digital team-members.
- Drive Continuous Improvement: Help us stay ahead of the game by contributing to the wider business strategy; including assisting in streamlining processes across Hello Vet and improving our digital ways of working as we scale; as well as being the driving force behind specific client and patient campaigns.
- Team Collaboration: Attend regular digital team meetings and trainings with the digital CCAs, RVNs and DigiVet. Support, train and assist colleagues and new starters as required, and engage in contribution of ideas and solutions for initiatives, as well as assisting in implementation of strategic protocols as outlined by the Head of Clinical Transformation and Digital Leads.
- Seamless Integration with HQ and Clinical Teams: Demonstrate Hello Vet values every day. Ensure contribution to a unified, collaborative team environment, positively responding to changes made and always being together and supporting both HQ and clinical teams.
- Professional Excellence: Uphold the highest standards of care, communication and ethical practice. Comply with all relevant regulations, including the Veterinary Surgeons Act, the RCVS Code of Professional Conduct and Health and Safety legislation.
- Registered Veterinary Nurse (RVN) with 3+ years in-clinic experience and competency in patient care and client communication.
- Previous experience in digital service delivery preferred.
- Strong technology skills and competency, or experience working within a tech organisation.
- Previous experience in a non-clinic based role ideal, but not mandatory.
- Proven administrative experience and skills, with ability to multitask.
- Passion for digital innovation in veterinary practice.
- Highly organised with strong problem-solving skills.
- Excellent communication and interpersonal team skills.
- Strongly compassionate with patients and people, with ability to calmly guide pet owners through stressful and sensitive situations.
- Ability to work both independently and collaboratively within a supportive team.
- A proactive, forward-thinking approach to client engagement and education. Why Join Us?
- Be part of a progressive veterinary business that prioritises innovation and compassionate care.
- Work in a dynamic digital environment that extends the reach of high-quality veterinary support.
- Join a supportive and professional team dedicated to excellence in client and patient care.
- Equity within the business.
- Unlimited CPD budget and paid CPD days off.
- Wellbeing support including paid lunch breaks, free lunch and snacks, Employee Assistance Programme (EPA) and mental health first aiders.
- Free veterinary care for your pets and cost-price medications/labs.
- We also offer private medical insurance coverage to support you looking after your health, not only your pets
If you’re looking for a unique and rewarding opportunity that blends veterinary nursing with the latest in digital innovation, we’d love to hear from you!
