Veterinary TeleAdvice Support, Virtual Care

About the role

At Petfolk, we’re reimagining veterinary care by blending high-quality medicine with a welcoming, connected experience for pets, their families, and the professionals who care for them. Join us on our journey to transform pet care and improve the health and happiness of pets, pet parents, and veterinary caregivers. The Virtual TeleAdvice Support team member will utilize knowledge of veterinary medicine to address customer concerns regarding the health and well-being of their pets and create a comfortable and friendly experience for customers to ease the fear and anxiety associated with veterinary care. This position works directly under the supervision of the VP of Virtual Medicine and Operations.

The TeleAdvice Support member must be comfortable with synchronous customer-facing interactions such as gaining history on pets, and providing advice, triage, and education to pet parents across multiple channels including text, chat, phone, and video. They also need to be competent in asynchronous medical tasks such as medication request processing, estimate creation, and medical record review.

Responsibilities

• Provide compassionate, caring support to our helpline via phone, video, SMS, or chat
• Obtain histories and provide recommendations based on company protocols and procedures
• Act as a liaison between pet parents, referral partners, and Petfolk team members to assist in creating a seamless transfer between Petfolk pet care centers and advanced care facilities
• Ensure appropriate medical record management, accurately documenting client communications and interactions with medical teams
• Exhibit expert ability to review specific patient information and quickly gain a general understanding of the pet’s relative medical history
• When not actively communicating with pet parents, complete medical administrative duties which may include medical record review, estimate creation, lab result communication, prescription request processing, customer outreach, and bookings
• Other duties as assigned

Requirements

• 5+ years as a Veterinary Technician or Veterinary Assistant; ER and GP experience in the veterinary field preferred
• Bilingual (Spanish & English) preferred
• Experience with triage/remote work preferred
• Licensed Veterinary Technician preferred but not required
• Must live in one of the following states: NY, VA, NC, SC, GA, AL, FL, TX, OK, AZ, UT, or IN
• Must be available for shifts 12:00pm-10:00pm EST

Pay

$22-23/hr

Schedule

• 4-day work week (10-hour shifts)
• Fully remote role

Benefits

• Medical, Dental, and Vision Insurance
• Generous Paid Time Off (PTO)
• 401(k) with company match
• Career growth opportunities with a mission-driven team
• Equity Compensation for all employees