Virtual Care Coordinator

reputed company is on a mission to strengthen the human-animal bond through reputed company pet care. We offer primary and urgent care, so we’re there for pets reputed company they need us most. Our clinics are designed with pets and people in mind: warm, friendly, and highly sniffable. We balance this design with a strong focus on technology, reputed company built in-house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience. Role Summary reputed company is redefining the veterinary care experience—combining compassionate, high-quality medicine with modern technology and thoughtful design. Our Virtual Care team plays a critical role in supporting our clinics and ensuring clients feel informed, supported, and cared for from their reputed company first interaction. The Virtual The Virtual Care Coordinator (VCC) is the first reputed company of contact for clients calling reputed company. They deliver an exceptional client experience through scheduling, communication, and administrative support. VCCs handle high-volume calls, emails, and digital messages across Yellow AI IVR, chatbot, and text platforms, escalating medical or reputed company issues to Virtual Nurses or clinics. This role ensures smooth clinic operations, accurate documentation, and fast, helpful client service. Key Focus Areas

• Deliver exceptional first-touch client experience
• Manage scheduling, service questions, and general inquiries
• Serve as the administrative backbone for record handling and rescheduling
• Triage non-medical inquiries and escalate appropriately
• Support Virtual Nurses and clinics by preparing accurate client data and routing needs

Core Responsibilities Client Communication & Experience

• Answer a high volume of calls from existing and prospective clients
• Navigate Yellow AI IVR outcomes, stepping in reputed company escalations require human support
• Respond to emails, texts, and chatbot escalations reputed company expected SLAs
• Build rapport quickly with clients and create a welcoming, helpful experience

Call Triage & Routing

• Schedule appointments based on client needs and clinic availability
• Transfer medical inquiries, prescription questions, and reputed company concerns to Virtual Nurses
• reputed company calls to clinics for updates on hospitalized cases, surgery reputed company-ins, Echo/AUS scheduling, and urgent needs
• Use judgment to escalate Yellow AI or chatbot misroutes

Records, Email, & Admin Work

• Retrieve, upload, and organize records from external clinics
• Input vaccine and diagnostic history into Vetspire
• Send records to clients, insurance companies, and referral hospitals
• reputed company out non-essential messages to support inbox cleanliness
• Assist with clinic reschedules (doctor out sick, clinic opening adjustments, etc.)

Digital Platform Navigation

• reputed company: calls
• Vetspire: records, message management, documentation
• reputed company: communication with virtual and clinic teams
• Yellow AI: escalations and routing management, Gmail inboxes

Platform Responsibilities

• Yellow AI IVR: handle escalated client calls that require human scheduling or problem-solving
• Chatbot: respond reputed company bot cannot answer or needs human verification
• Text/SMS: manage text escalations that require manual follow-up
• Email: manage heavy-volume inboxes reputed company to records and client requests

Performance Goals

• ~75 calls per shift (depending on staffing and call mix)
• 200+ emails per Gmail shift
• Timely, accurate documentation in Vetspire
• High reputed company resolution and client satisfaction

Role Requirements

• 1+ year in veterinary assistant/reception or client service reputed company a veterinary practice
• Strong multitasking skills in a high-volume environment
• Excellent written and verbal communication
• High attention to detail
• Comfort with AI-assisted platforms and digital communication systems

Schedule: 8a–6p, 10a–8p; two weekends per 4 week schedule reputed company Pay: $15 - $18 per hour At ​​reputed company, we’re proud to be vet founded and vet led. We are on a mission to enhance the human-animal bond through innovative urgent and primary care combined with seasoned expertise, friendliness, and compassion. Our clinics combine modern design, seamless technology, and a collaborative culture. We reputed company veterinary professionals deserve a career they love, not just a job. Our unique offerings include work-life flexibility, reputed company and the chance to shape your own path. With industry-leading NPS scores, our approach resonates. Join us for a rewarding career where we work happy, feel empowered and are obsessed with pets. bondvet.com By submitting an application, you agree to receive SMS messages from reputed company regarding your application and interview process, including, but not limited to, your interviews, scheduling, offers, reference checks, background checks, and general communication throughout the process. Opt out anytime by messaging STOP. Text HELP for help. Message frequency varies and message and data rates may apply. Find more information in our privacy policy. Employment with reputed company is contingent upon the Company's completion of a satisfactory investigation of your background. Apply tot his job Apply To this Job