Bond Vet

• Provide medically appropriate tele-triage, patient assessment, and case direction • Communicate diagnostic results, treatment plans, and education to clients • Support DVMs with care delivery, medical advice boundaries, and follow-up • Review and approve medication requests using standing orders • Support clinics and Virtual Care Coordinators with medical inquiries and administrative needs • Handle escalations from Yellow AI IVR, chatbot, and text workflows when cases require human medical review • Assess patient symptoms via phone, email, or text to determine urgency • Determine whether a clinic visit, referral, or home monitoring is appropriate • Provide legally compliant medical advice to Bond Vet clients only • Escalate to DVM when needed • Review and communicate bloodwork, fecal results, cytology, radiology interpretations, and other diagnostics • Use standing orders for common conditions (e.g., positive fecals) • Prepare clear, empathetic written summaries using macros and templates • Manage a high volume of emails, calls, and platform-based messages • Assist with appointment rescheduling when clinics lose DVM coverage • Identify urgent cases needing clinic intervention • Relay medication fill requests to clinic teams and ensure clarity

• Maintain a high level of Bond Vet knowledge and clearly communicate the company’s benefits to other veterinary students • Liaise between Bond Vet and the student body • Plan and execute on-campus events • Create and post social media content to promote Bond Vet • Create 1 writeup about your experience • Engage with on-campus clubs • Connect interested students with Bond Vet’s campus recruiter • Monthly communication with Bond Vet’s campus recruiter

Role Description Bond Vet is on a mission to strengthen the human-animal bond through better pet care. Our Remote Care Coordinators provide an amazing experience to both clients and pets when they contact our clinics for care. You’re the first touchpoint for our patients when they call or email, so you’ll use hospitality and tact to ensure our clients are receiving high touch customer service and assistance when seeking administrative services. Schedule: 4 days a week, 10-hour shifts, 2-3 weekends per month required based on staffing needs Shift Times (EST): 8am-6pm & 10am-8pm *We are currently considering applicants from the following states: VA, TX, GA, NC, NJ, NY, and FL* What You’ll Do: - Provide a top-notch client experience while answering a high volume of incoming calls from existing and prospective clients to address inquiries related to scheduling appointments, services offered, and general pet care and clinic information - Review and respond to a high volume of emails (this may be over 100 emails a day!) focused on sending and receiving medical records - Triage and route calls to virtual nurses or clinic team members if needed (this may be over 100 calls a day!) - Assist with various administrative tasks such as clinic reschedules - Utilize multiple programs and platforms to document client interactions such as Zendesk and Vetspire - Utilize Slack and Google platforms to communicate with our virtual nurses and clinic team members (including in-clinic Care Coordinators, Nurses, and DVMs) Qualifications - Previous experience of at least 1 year in a high-volume call center environment, with a proven track record of handling inbound and outbound calls in the health industry. - Strong ability to manage and prioritize a significant volume of emails on a daily basis. - Proficiency in call routing and effective communication with team members to ensure seamless client interactions - Experience with administrative tasks, including appointment scheduling and rescheduling. - Familiarity with using customer relationship management (CRM) software such as Zendesk and Vetspire. - Comfortable using communication platforms like Slack and Google to liaise with remote team members and clinic staff. - Excellent active listening skills to ensure client needs are met effectively and efficiently. - Ability to handle a dynamic and fast-paced work environment while maintaining a high level of professionalism and customer service. - Strong organizational skills and the capacity to meet and exceed call and email performance goals. - Dedication to delivering exceptional client experiences and ensuring client satisfaction at all times. - Comfortable being online and available for taking calls for 8-9 hours per shift. - Previous experience in answering 90+ calls per shift. - Access to a quiet working space to ensure clear and professional communication during calls Benefits - Support for your physical and mental wellness: medical, dental & vision plan options and access to mental health support programs - Time for you and loved ones: great PTO, fully paid parental leave over your time at Bond, discounted Bond Vet services for pets - Dedication to your financial future: 401k match and competitive pay: starting pay is $16-18/hr - A place to grow: culture that is centered in learning and development, career pathing, mentorships, empowerment and trust Company Description At Bond Vet, 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 believe veterinary professionals deserve a career they love, not just a job. Our unique offerings include 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 we work happy, feel empowered and are obsessed with pets.