Veterinary Care Coordinator

3 days ago


Cape Town, Western Cape, South Africa Mascotte | Client & Operations Support for Vets Full time

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Mascotte is transforming veterinary care behind the scenes Our team of skilled veterinary professionals takes charge of client communication, scheduling, and daily workflows for practices across the veterinary industry.

We're all about seamless integration, efficiency, and making a real impact. By joining Mascotte, you'll play a key role in helping veterinary teams focus on what matters most—caring for pets and their families. Ready to redefine what's possible in veterinary operations? Let's do it together

Job Overview:

Mascotte is looking for a dedicated and detail-oriented Virtual Veterinary Nurse or Technician (Remote) to join our team in supporting veterinary practices. In this role, you'll be based in South Africa but working in US business hours and be a vital link between pet owners and their veterinary care providers, managing communications, appointment scheduling, and follow-ups, and assisting veterinary practices with day-to-day operations. You'll work directly with veterinary teams to streamline client interactions, ensuring a seamless experience for pet owners and helping veterinary staff focus on providing the best care possible.

Qualifications:

  • Experience: Must have at least 3 years of experience in a veterinary clinic.
  • US Hours: Must be able to work during standard U.S. business hours to align with our veterinary practices' operating hours, ensuring seamless support and availability.
  • Reliable Internet and Electricity: Must have a high-speed, stable internet connection and a dependable electricity supply to ensure uninterrupted communication with clients and team members.
  • Communication Skills: Exceptional verbal and written communication skills in English with a friendly, empathetic tone and the ability to handle difficult conversations tactfully.
  • Technical Proficiency: Familiarity with veterinary practice management software (PMS), and other customer support tools is a plus. Must be comfortable navigating multiple platforms and digital communication channels.
  • Organization & Time Management: Strong organizational skills with the ability to prioritize tasks, manage time effectively, and handle a high volume of client interactions daily.
  • Attention to Detail: High accuracy in documenting notes, managing schedules, and maintaining client records.
  • Adaptability: Able to work across different clinic environments and adapt quickly to new systems and protocols.

Responsibilities:

  • Care Coordination: Act as the main point of contact for pet owners, helping them navigate the practice's services and ensuring their needs are met. Triage inquiries based on urgency, directing them to the appropriate veterinary staff as needed.
  • Documentation and Record-Keeping: Maintain accurate records in the clinic's management system, ensuring all client interactions, visit details, and follow-up actions are logged correctly.
  • Creating Treatment Plans & Surgery Estimates: Create custom plans and estimates for pets with chronic conditions and health problems in coordination with the practice.
  • Client Communication: Handle incoming and outgoing calls, emails, SMS, and chat messages from pet owners. Provide information, answer questions, and address concerns with empathy and professionalism.
  • Appointment Management: Schedule, reschedule, and confirm appointments according to each clinic's specific protocols. Ensure that appointment reminders are sent out and cancellations are managed in a timely manner.
  • Virtual Scribing: Document patient notes and interactions during telemedicine consultations or office visits, accurately capturing important medical information in the practice's management software.
  • Follow-up and Reminders: Coordinate post-visit follow-ups and health reminders, such as vaccine boosters or recheck exams, to ensure pet owners stay informed and engaged in their pet's care.
  • Billing & Payment Assistance: Process payments, assist with billing inquiries, and provide clear explanations of fees and charges to pet owners.
  • Adherence to Protocols: Follow each veterinary practice's specific protocols and workflows, ensuring that Mascotte's services align seamlessly with the clinic's standards and client experience.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Veterinary Services

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