• Assist healthcare providers with patient scheduling and follow-up appointments. • Manage patient records and ensure accurate documentation in electronic health systems. • Communicate with patients to gather medical history and provide information on services. • Perform administrative tasks such as billing, coding, and insurance verification. • Coordinate with other healthcare professionals to ensure seamless patient care. • Respond to patient inquiries and provide exceptional customer service. • Maintain confidentiality and comply with HIPAA regulations. • Stay updated on medical terminology and healthcare practices.

• Engage with members via chat, phone, and email, providing support and education on their pets’ prescriptions, health, and well-being • Manage fulfillment requests, scheduling needs, and medical follow-ups in a timely, accurate, and professional manner; identify and prioritize customer needs • Triage cases based on veterinary knowledge, offering recommendations and ensuring accurate information • Handle and resolve tasks independently, on time, and to a high-quality standard • Communicate with clinics and customers using a variety of software tools to navigate patient accounts, research and review policies, and communicate effective solutions • Review medical records to understand patient history and provide informed guidance • Document clearly and accurately in patient records using veterinary terminology • Verify and process prescriptions, ensuring appropriate follow-up for client requests • Deliver an unparalleled client experience by conveying empathy and warmth over chat, phone or video communication • Follow protocols, maintaining consistency while adjusting to each unique case • Participate in the evaluation of systems, giving frequent, productive feedback to the Virtual Care Leaders, or to the Product team via our internal feedback tools • Thrive in a fast-paced, continuously learning environment, improving your skills and delivering excellent care • Live and model the Modern Animal cultural vision by encouraging work/life balance, self-compassion, and a blame- and judgement-free work environment

• Establish positive, trusting rapport with patients • Diagnose and treat mental health disorders • Create individualized treatment plans according to patient needs and circumstances • Meet with patients regularly to provide counseling, treatment and adjust treatment plans as necessary • Conduct ongoing assessments of patient progress • Involve and advise family members when appropriate • Plan outreach and referral activities in surrounding communities

• Leading and managing the delivery of primary healthcare services to immigration detainees within detention centres. • Provide clinical supervision and serve as the primary escalation point for health staff working within the immigration detention centre. • Provide preventative health checks, immunisations, and health promotion. • Manage acute presentations and chronic diseases while attending to day-to-day medical concerns. • Support patients with acute and chronic mental health issues alongside the specialised mental health team. • Adapt to changing needs of the immigration field, ensuring flexibility in approach to care.