The role
Neon Link places experienced client care coordinators with US veterinary clinics, animal hospitals and multi-location veterinary groups as a virtual front desk that works alongside the team in the building. Most of the shift is phones and scheduling: answering calls, voicemails and texts, booking and confirming appointments, taking new clients through intake, and running reminder and recall outreach for vaccines and wellness visits. Behind the phones you'll handle records requests, refill routing, estimates, pet insurance paperwork and payment follow-up, all inside the clinic's practice management system, such as ezyVet, AVImark, Cornerstone, IDEXX Neo, Covetrus Pulse or Vetspire, and client communication tools like PetDesk or Weave.
You never give medical advice, make a triage decision, or approve a refill, even if you're a veterinarian or a nurse yourself: a veterinarian with the patient relationship decides, and urgent 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 an after-hours emergency line.
It matters because a missed call is often a missed visit, a reminder nobody sends is a vaccine that lapses, and a slow handoff on an urgent call costs a pet time. Veterinary records aren't covered by HIPAA, but many US states make them confidential, to be released only with the owner's consent or where the law requires it, and owners' card details fall under the PCI DSS card security rules, so discretion matters as much as speed.
People do well here when they're warm with a worried owner, quick and accurate in a scheduling system, and sure about when a call belongs with the veterinary team. Day to day you'll take direction from the clinic's practice manager or front desk lead, as part of their team, with Neon Link behind you.
Before your first live call you're trained on the clinic's practice management system, phone scripts, appointment types and escalation rules.
What you'll do
- Answer client calls, voicemails, texts and online booking requests in the clinic's name and voice, and take clear messages the team can act on
- Book, confirm and reschedule appointments under the right type and doctor, such as wellness exams, sick visits, rechecks, surgery and dental drop-offs, and euthanasia appointments, and fill cancellations from the waitlist
- Take new clients through intake, from owner and pet details to the previous clinic, send the clinic's new client forms, and request prior records so they arrive before the visit
- Send urgent and emergency calls straight to the clinic's licensed staff by its escalation script, such as trouble breathing, a suspected poisoning, a cat straining to urinate or a pet hit by a car, and give callers the emergency hospital the script names
- Run reminder and recall outreach by phone, text and email for vaccines, wellness exams, dental cleanings and overdue care, book the visits that come back, and mark deceased patients so their owners never get a reminder
- With the owner's consent, send vaccine histories and rabies certificates to owners, groomers and boarding facilities, send records to specialists and new clinics, and attach incoming records to the right patient
- Route refill requests from owners and online pharmacies, such as Chewy, to the veterinarian through the clinic's workflow, and send the response once the veterinarian has decided, without promising an outcome
- Send treatment estimates the clinic has prepared, collect deposits it asks for, explain the payment options it accepts, such as CareCredit or Scratchpay, and follow up on unpaid balances by the clinic's script, logging every promise to pay
- Prepare pet insurance claim paperwork: send records and itemized invoices to insurers and owners, answer insurer records requests, and track each claim until it closes
- Send the practice manager a short end of shift note on callbacks owed, refills waiting on a veterinarian, records outstanding and balances followed up
- Calls and messages answered or returned within the response times the clinic sets, with the voicemail box cleared before your shift ends
- Every urgent or emergency call handed to the clinic's licensed staff right away, by the clinic's script, with no medical advice given
- A full, accurate schedule, with reminders sent on time, cancellations refilled and visits booked under the right type and doctor, against targets set with the client
- Refill, records and insurance requests routed promptly and tracked until closed, with nothing approved or promised before the veterinarian decides
What you bring
- 2 or more years of phone and scheduling work at a US veterinary clinic front desk, in veterinary client care for US clinics, or in a US medical or dental front office; a veterinary medicine, veterinary technology or nursing degree plus 1 year on a US healthcare voice account also qualifies
- Clinical work at a clinic or hospital in the Philippines alone doesn't count for this role, and neither does outbound sales or chat-only work
- Hands-on with at least one veterinary practice management system, ideally ezyVet, AVImark, Cornerstone, IDEXX Neo, Covetrus Pulse or Vetspire; a US medical or dental scheduling system also counts if you learn new software fast
- Comfortable on a cloud phone system with two-way texting, and typing at 35 words per minute or better while you talk
- Working knowledge of a US veterinary clinic: core vaccines and rabies certificates, appointment types, the veterinarian, client and patient relationship that refills depend on, estimates and deposits, and how pet insurance pays owners back
- Clear on the line: no medical advice, triage decisions, refill promises or edits to clinical notes; every clinical question goes to the clinic's licensed staff
- Calm and kind on the hardest calls, such as a pet that has died, a euthanasia booking or an owner who can't pay, following the clinic's protocol for each
- Careful with pet owner and payment information: you confirm who's asking before you release a record, take card details only through the clinic's payment tools, never copy client lists or records onto personal devices, and you'll sign a confidentiality agreement and pass a background check, including a current NBI clearance
- Warm, clear spoken English for calls with US pet owners, including worried or grieving ones, and clear written English for texts, emails and notes in the patient record
- Able to work US business hours, a night shift that starts between 8pm and 1am Philippine time depending on the client's US time zone and the time of year, including Saturdays if the clinic opens then, and to hold that schedule long term
- Education: any bachelor's degree preferred, not required; veterinary medicine, veterinary technology, animal science and nursing graduates are welcome, and front desk experience matters more
- Pet insurance claim paperwork with insurers such as Trupanion, Nationwide, Healthy Paws or Figo
- Front desk work for a multi-location veterinary group, booking across several hospitals and doctors' schedules
- Online pharmacy and home delivery refill requests handled through the clinic's prescription management tool
Work setup
- Your own Windows 10 or 11 computer with a Core i5 or Ryzen 5 and 8 GB of RAM or more that runs the client's tools, plus a webcam and a noise canceling headset
- Fiber internet of at least 25 Mbps with a mobile data or second provider backup
- A UPS or generator so a brownout doesn't end your shift
- A quiet, private workspace where calls can't be overheard and no background noise reaches the line
- Tell us your city and province when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in the Philippines, no night commute.
- How much does it pay?
- PHP 45,000 to 55,000 a month (about PHP 268 to 327 an hour). About USD 715 to 875 a month at today's exchange rate. The rate already covers night hours. Pay is in Philippine pesos (PHP).
- What are the working hours?
- Five days a week on the clinic's US business hours (night shift in the Philippines); many clinics open Saturdays, so your week may include one with a weekday off instead; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.