Veterinary Client Care Coordinator

The role

Neon Link places client care coordinators with US veterinary clinics and animal hospitals. Most of the job is phones and scheduling: you'll answer client calls and messages, book, confirm and reschedule appointments, take new clients through intake, and run reminder and recall outreach for vaccines and wellness visits, inside the clinic's practice management system, such as AVImark, Cornerstone, ezyVet, IDEXX Neo or Covetrus Pulse, and client communication tools like PetDesk or Weave. Behind the phones you'll handle records transfers and intake forms, route refill requests to the clinic's veterinarian for approval, send records for pet insurance claims, and follow up on unpaid balances. You never give medical advice, make triage decisions, or approve or prescribe refills: a veterinarian with the patient relationship decides, and urgent or emergency calls go straight to the clinic's licensed staff by the clinic's own script. This is remote work on the clinic's business hours, not on-site work and not a 24/7 emergency line. It matters because a missed call is often a missed visit, and a reminder nobody sends is a wellness visit that never gets booked. People do well here when they are warm with a worried owner, quick in a scheduling system, and sure about when a call belongs with the veterinary team. Day to day you'll work with the practice manager and front desk team at one US clinic, as part of their team, with Neon Link behind you. In your cover note, name the practice management software you've used and tell us what you'd do when a caller says their pet is having trouble breathing. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Answer client calls, voicemails and messages during your shift in the clinic's name and voice, and route every medical question to the clinic's veterinary team
• Book, confirm and reschedule appointments in the practice management system, and take new clients through intake with their contact details, pet details and previous clinic
• Run reminder and recall outreach by phone, text and email for vaccines, wellness visits and overdue patients, and book the visits that come back
• Send urgent and emergency calls straight to the clinic's licensed staff using the clinic's escalation script, without making the triage call yourself
• Handle records and forms: request records from previous clinics, send records to specialists, other clinics and owners, attach incoming records to the right patient, and send intake forms before the visit
• Route refill requests from owners and online pharmacies to the clinic's veterinarian for approval, and send the response once the veterinarian has decided
• Prepare pet insurance claim paperwork: send complete records and itemized invoices to insurers and owners, answer insurer records requests, and track each open claim until it closes
• Follow up on unpaid balances by phone, email and text using the clinic's script, and log every promise to pay
• Send the practice manager a short weekly summary of appointments booked, reminders sent, open insurance claims and unpaid balances

What you bring

• 2 or more years at a US veterinary clinic front desk or in veterinary client care, or in a US medical or dental front office
• Warm, clear English on the phone at B2 level or better, with a calm tone for an owner who is worried about their pet
• Quick and accurate in a scheduling system, and able to learn a new practice management system within a week
• Clear on the line: you never give medical advice, make triage decisions, or approve or promise a refill, you never write or edit clinical notes, and you hand every clinical question to the clinic's licensed staff
• Organized follow-through on reminders, records requests and open claims until each one is closed
• Able to work US business hours, a night shift that usually starts between 9pm and 1am Manila time depending on the client's time zone
• A quiet, private workspace with no background noise, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a noise canceling headset
• Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for pet owner personal and payment card data
• Education: any bachelor's degree preferred, not required; relevant front desk or client care experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.