Janie

Role Description We are looking for a detail-oriented and reliable Virtual Veterinary Assistant to support daily operations for a busy veterinary practice in the United States. This role is ideal for candidates with prior experience working remotely with U.S.-based veterinary clinics and strong familiarity with veterinary workflows and systems. Key Responsibilities - Answer incoming calls in a professional and timely manner - Handle basic client inquiries regarding services, appointments, and general information - Schedule, reschedule, and manage appointments efficiently - Maintain accurate and up-to-date records within veterinary systems - Ensure a smooth communication flow between clients and the clinic team - Provide a high level of customer service and empathy when interacting with pet owners Qualifications - Previous experience as a Virtual Assistant for U.S. veterinary clinics (required) - Hands-on experience with veterinary EHR/EMR systems (e.g., AVImark, eVetPractice, Cornerstone, etc.) - Strong English communication skills (verbal and written) - Comfortable handling high-volume calls and multitasking in a fast-paced environment - High attention to detail and organizational skills - Reliable internet connection and a professional remote work setup Requirements - Full-time position aligned with U.S. business hours (Pacific Time) 8:15AM PST - 5:15PM PST; Saturday 8:30AM PST - 1:30PM PST. - Availability required Monday through Saturday Benefits - Fully remote opportunity - Long-term engagement with consistent workload - Candidates must be comfortable working within structured workflows and following established processes

Role Description Lead real-time day-to-day operations for a fully remote agent team supporting high-volume, detail-sensitive intake and records workflows. You’ll run the “virtual floor” by keeping coverage stable, quality high, and communication tight—while stepping into frontline work when needed. - Provide real-time oversight via Teams/chat/email/phone; answer agent questions and remove blockers fast. - Enforce workflows, templates, and documentation standards; catch and correct errors same day. - Perform live QA sampling throughout the day and deliver on-the-spot coaching with follow-up verification. - Monitor volume and throughput; reprioritize work and rebalance coverage to prevent backlogs. - Manage escalations: raise urgent issues quickly, document outcomes, and keep leadership updated proactively. - Maintain systems/process fluency (virtual desktop + intake/records platform + templated documentation tools); drive adoption of changes. - Track attendance and coordinate breaks/handoffs to maintain uninterrupted coverage. Qualifications - Experience supervising remote or distributed teams in high-volume, detail-heavy operations. - English fluency required (near-native written and verbal communication). - Strong real-time communication and operational judgment; reliable, responsive presence during coverage hours. - Proven QA + coaching/performance management capability; comfortable as a player-coach. - High attention to detail and ability to multitask across parallel workflows. - Healthcare operations/medical records/patient intake experience strongly preferred; comfort with medical terminology and clinical context. - Remote-work readiness (professional workspace and dependable connectivity). What Success Looks Like - High first-pass accuracy. - Fewer repeat errors. - Stable coverage with minimal disruption. - Fast issue resolution. - Leadership receiving clear updates without chasing.