Virtual Care Coordinator

Bond Vet is on a mission to strengthen the human‑animal bond through better pet care. We offer primary and urgent care, so we’re there for pets when 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, all built in‑house, which means we can easily innovate our systems to improve the veterinary team, pet, and client experience. 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 Care Coordinator (VCC) is the first point of contact for clients calling Bond Vet. The VCC delivers an exceptional client experience through scheduling, communication, and administrative support, handling high‑volume calls, emails, and digital messages across Yellow AI IVR, chatbot, and text platforms, and escalating medical or complex issues to Virtual Nurses or clinics. 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 elevate 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 the 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 8 a.m. – 6 p.m., 10 a.m. – 8 p.m.; two weekends per 4‑week schedule block Pay $15 - $18 per hour Benefits We offer work‑life flexibility, competitive pay, and the chance to shape your own path. With industry‑leading NPS scores, our approach resonates. Join us for a rewarding career where you work happy, feel empowered, and are obsessed with pets. #J-18808-Ljbffr