[Hiring] Veterinary Telehealth Operations Specialist @airVet
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This position bridges the gap between customer support and overall operational efficiency. The individual in this role will be responsible for directly engaging with customers, addressing inquiries, resolving issues promptly, and enhancing customer satisfaction to foster long-term retention. Beyond front-line interactions, this role will also involve executing critical back-end processes, ensuring seamless coordination between cross-functional teams, and identifying opportunities to streamline workflows for improved efficiency.
• Take occasional Care Team shifts, including days, nights, weekends, and holidays, with a compensatory day off for holiday work.
• Participate in an emergency on-call rotation for service coverage.
• Monitor the web portal, handle On-Demand calls, and respond to inquiries while ensuring high-quality customer service.
• Complete follow-ups, including case tracking, administrative duties, and outreach to pet parents.
• Share shift details with the next Care Team member.
• Assist with scheduling, workflow optimization, and prescription services, resolving appointment conflicts, and coordinating with veterinary professionals.
• Manage veterinary availability, scheduling, visit requests, and case documentation.
• Ensure compliance with Airvet Best Practices, SLAs, and visit guidelines while supporting quality control.
• Collaborate with internal teams to improve service efficiency and address operational issues.
• Gather pet parent insights to identify trends and enhance the customer experience.
• Analyze interactions and data to improve efficiency and service quality.
• Support cross-functional projects and company initiatives.
• Attend virtual meetings, complete training, and drive key performance metrics.
• Provide backup support for CX/Ops team members as needed.
• Perform other duties as assigned.
Qualifications
• Minimum of 2 years of experience in a supervisory role within clinical operations.
• Veterinary Technician certification and licensure (CVT, RVT, LVT, or LVMT).
• Must be licensed and reside in the USA.
• Reliable internet access is required.
• Capable of accurately evaluating emergencies and guiding pet parents accordingly.
• Detail-oriented and able to follow training and instructions precisely.
• Highly proficient with desktop and mobile applications.
• Strong knowledge of Google Suite applications.
• Self-motivated with the ability to work independently and make informed decisions.
• Thrives in a fast-paced, dynamic startup environment.
• Creative problem-solver who continuously seeks improvements.
• Passionate about delivering excellent customer experiences and supporting pet parents through challenges.
• Able to meet project deadlines efficiently.
• Available for weekends twice a month to assist with customer support.
Requirements
• Ability to provide constructive feedback to team members as needed.
• Ability to monitor changes in SOPs and train other team members on them.
• iPhone or Android phone.
Benefits
• Competitive salary.
• Stock options.
• Medical, Dental, and Vision coverage, including Dependents.
• Flexible Spending and Health Savings Accounts.
• Telemedicine and Employee Assistance Program (EAP).
• Life and AD&D policies.
• Unlimited Discretionary Time off, paid holidays, and flexible time off approach.
• Los Angeles-based and Remote Work team.
• 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently).
• Pet-friendly, of course! Access to Airvet as a benefit.
• $75.00 Monthly stipend for work-from-home.
Apply Now
Apply Now
Role Description
This position bridges the gap between customer support and overall operational efficiency. The individual in this role will be responsible for directly engaging with customers, addressing inquiries, resolving issues promptly, and enhancing customer satisfaction to foster long-term retention. Beyond front-line interactions, this role will also involve executing critical back-end processes, ensuring seamless coordination between cross-functional teams, and identifying opportunities to streamline workflows for improved efficiency.
• Take occasional Care Team shifts, including days, nights, weekends, and holidays, with a compensatory day off for holiday work.
• Participate in an emergency on-call rotation for service coverage.
• Monitor the web portal, handle On-Demand calls, and respond to inquiries while ensuring high-quality customer service.
• Complete follow-ups, including case tracking, administrative duties, and outreach to pet parents.
• Share shift details with the next Care Team member.
• Assist with scheduling, workflow optimization, and prescription services, resolving appointment conflicts, and coordinating with veterinary professionals.
• Manage veterinary availability, scheduling, visit requests, and case documentation.
• Ensure compliance with Airvet Best Practices, SLAs, and visit guidelines while supporting quality control.
• Collaborate with internal teams to improve service efficiency and address operational issues.
• Gather pet parent insights to identify trends and enhance the customer experience.
• Analyze interactions and data to improve efficiency and service quality.
• Support cross-functional projects and company initiatives.
• Attend virtual meetings, complete training, and drive key performance metrics.
• Provide backup support for CX/Ops team members as needed.
• Perform other duties as assigned.
Qualifications
• Minimum of 2 years of experience in a supervisory role within clinical operations.
• Veterinary Technician certification and licensure (CVT, RVT, LVT, or LVMT).
• Must be licensed and reside in the USA.
• Reliable internet access is required.
• Capable of accurately evaluating emergencies and guiding pet parents accordingly.
• Detail-oriented and able to follow training and instructions precisely.
• Highly proficient with desktop and mobile applications.
• Strong knowledge of Google Suite applications.
• Self-motivated with the ability to work independently and make informed decisions.
• Thrives in a fast-paced, dynamic startup environment.
• Creative problem-solver who continuously seeks improvements.
• Passionate about delivering excellent customer experiences and supporting pet parents through challenges.
• Able to meet project deadlines efficiently.
• Available for weekends twice a month to assist with customer support.
Requirements
• Ability to provide constructive feedback to team members as needed.
• Ability to monitor changes in SOPs and train other team members on them.
• iPhone or Android phone.
Benefits
• Competitive salary.
• Stock options.
• Medical, Dental, and Vision coverage, including Dependents.
• Flexible Spending and Health Savings Accounts.
• Telemedicine and Employee Assistance Program (EAP).
• Life and AD&D policies.
• Unlimited Discretionary Time off, paid holidays, and flexible time off approach.
• Los Angeles-based and Remote Work team.
• 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently).
• Pet-friendly, of course! Access to Airvet as a benefit.
• $75.00 Monthly stipend for work-from-home.
Apply Now
Apply Now