Virtual Care Coordinator

Role Summary

Bond Vet 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 very first interaction. The Virtual The Virtual Care Coordinator (VCC) is the first point of contact for clients calling Bond Vet. 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 complex 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 when escalations require human support
• Respond to emails, texts, and chatbot escalations within 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 complex concerns to Virtual Nurses
• Route calls to clinics for updates on hospitalized cases, surgery check-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
• Close out non-essential messages to support inbox cleanliness
• Assist with clinic reschedules (doctor out sick, clinic opening adjustments, etc.)

Digital Platform Navigation

• GoTo: calls
• Vetspire: records, message management, documentation
• Slack: 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 when bot cannot answer or needs human verification
• Text/SMS: manage text escalations that require manual follow-up
• Email: manage heavy-volume inboxes related 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 first-call resolution and client satisfaction

Role Requirements

• 1+ year in veterinary assistant/reception or client service within 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 block

Pay: $15 - $18 per hour