Virtual Veterinary Technician

Role Summary

The Virtual Nurse delivers high-quality veterinary medical support remotely by partnering with doctors, in-clinic teams, and virtual care coordinators. This role is responsible for medical triage, relay lab results, client education, prescription approvals, and supporting patient care plans. Nurses serve as the medical escalation layer for:

• Yellow AI IVR escalations
• Chatbot escalations
• SMS/text escalations
• Virtual Care Coordinator call transfers
• Clinic-requested follow-ups

This is a licensed or experienced unlicensed nurse role depending on state requirements.

Key Focus Areas

• 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

Core Responsibilities

Medical Triage & Case Assessment

• 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

Diagnostic Review & Client Communication

• 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
• Triage any follow-up questions and route to the appropriate clinician when beyond nursing scope

Medication Review & Approvals

• Review, approve, or deny third-party pharmacy medication requests (Chewy, Vetsource, 1800PetMeds) using standing orders or through doctor input
• Notate decisions clearly for clinics and DVMs
• Ensure regulatory compliance in all prescription-related communication

Communication & Client Support

• Manage a high volume of emails, calls, and platform-based messages
• Support Virtual Care Coordinators with medical clarifications related to records, vaccines, heartworm tests, and prescription questions
• Follow up with clients per DVM request
• Use Zendesk, Vetspire, Yellow AI, and Slack for documentation and communication

Administrative & Clinic Support

• 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

Platform Responsibilities

• Yellow AI IVR: receive escalations for complex or medical calls
• Chatbot: intervene when bot confidence is low or medical guidance is needed
• Text/SMS: respond to urgent medical questions escalated to the nurse layer
• Zendesk: manage calls, emails, and internal ticket routing
• Vetspire: document all medical interactions, close messages, and update patient accounts

Performance Goals

• Call goals aligned to shift volume (approx. 65 calls per standard shift)
• Diagnostic reviews completed daily by designated times (Dx nurses: by noon)
• All prescription portals cleared by end of shift
• Email productivity consistent with shift expectations
• High accuracy and compliance with medical and documentation standards

Schedule: 8a–6p, 10a–8p; two weekends per 4 week scheduling block

Pay: $18 - $22 per hour