Veterinary TeleAdvice Support, Virtual Care - Overnight

At Petfolk, we’re reimagining veterinary care by blending high-quality medicine with a welcoming, connected experience for pets, their families, and the professionals who care for them.

Join us on our journey to transform pet care and improve the health and happiness of pets, pet parents, and veterinary caregivers. Our goal is lofty and requires confident, friendly, resilient professionals dedicated to making a difference in all the lives they touch each and every day. Petfolk is recreating the veterinary journey from the ground up with technology and design at the very center.

We’re revolutionizing how we work and take care of pets with beautifully crafted physical and digital spaces. We are bringing together people with the biggest hearts and brightest minds to make pet care the way we dreamt it could be.

The Virtual TeleAdvice Support team member will utilize knowledge of veterinary medicine to address customer concerns regarding the health and well-being of their pets and create a comfortable and friendly experience for customers to ease the fear and anxiety associated with veterinary care. This position works directly under the supervision of the Director of Virtual Medicine and Operations. The TeleAdvice Support member must be comfortable with synchronous customer facing interactions such as gaining history on pets, and providing advice, triage, and education to pet parents across multiple channels including text, chat, phone, and video.

They also need to be competent in asynchronous medical tasks such as medication request processing, estimate creation, and medical record review.

Essential Duties & Responsibilities

  • Provide compassionate, caring support to our helpline via phone, video, sms, or chat
  • Obtain histories and provide recommendations based on company protocols and procedures
  • Act as a liaison between pet parents, referral partners, and Petfolk team members to assist in creating a seamless transfer between Petfolk pet care centers and advanced care facilities.
  • Ensure appropriate medical record management, accurately documenting client communications and interactions with medical teams. Exhibit expert ability to review specific patient information and quickly gain a general understanding of the pet’s relative medical history.
  • When not actively communicating with pet parents, completing medical administrative duties which may include medical record review, estimate creation, lab result communication, prescription request processing, customer outreach and bookings. Other duties as assigned.
Requirements
  • 5+ years as a Veterinary Technician or Veterinary Assistant, ER and GP experience in the veterinary field preferred
  • Bilingual (Spanish & English) preferred
  • Experience with triage/remote work preferred
  • Licensed Veterinary Technician preferred but not required
  • Must be willing to work EST 3PM-1AM and 1AM-11AM
  • Full-time position availability
  • Must live in one of the following states: AZ, FL, GA, NY, NC, SC, TN, KS, MO, VA, IN or TX
Benefits Our team is our most important asset. We're committed to caring for them with the same standards we have for pets and their people. Petfolk proudly offers a robust benefits package. See full details on our Careers Page
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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