Telehealth and remote work have emerged as vital tools in modern veterinary care, enhancing access, flexibility, and operational efficiency. Whether it’s virtual rechecks, prescription consults, or remote administrative support, these models offer innovative ways to extend care while improving team utilization and workflow balance.
Telehealth: A Team-Driven Strategy
Implementing a successful telehealth program doesn’t fall solely on the shoulders of the veterinarian—it’s a collaborative effort. Each team member is critical in ensuring seamless delivery, patient continuity, and client satisfaction. Here's how the team contributes:
Receptionists: Field telehealth requests, confirm eligibility, schedule appointments, and educate clients on the process. Their communication sets the tone and ensures clients feel supported.
Technicians: Prep the patient record, assist with virtual exams by gathering histories or photos/videos before the appointment, and follow up with post-consult instructions. In some states, techs can even assist in conducting remote triage under appropriate supervision.
Veterinarians: Conduct virtual consults, provide diagnoses where appropriate, prescribe medication, and develop care plans. They also determine which cases are suitable for telehealth vs. in-clinic.
Practice Managers: Build telehealth protocols, ensure compliance with state laws, train the team on workflows, and track metrics like usage rates and client satisfaction.
Practice Example: One hospital successfully reduced in-clinic congestion by scheduling remote technician-led post-op calls. This freed up in-person technician treatment time and significantly improved perceived client service. By aligning the team’s efforts and clearly defining telehealth protocols, clinics can increase appointment availability without increasing physical traffic—an essential gain in both efficiency and accessibility.
Remote Work: Role-Based Considerations
While not every veterinary role can work from home full-time, integrating remote options can enhance flexibility and reduce burnout. Practice managers should consider which tasks can be accomplished remotely by role and how to structure those arrangements for success.
Examples of Remote Work by Role and Tasks Associated
Practice Manager: Payroll, inventory management, HR documentation, vendor negotiations, report analysis
Receptionist:
Confirming appointments, answering emails/texts, outbound reminder calls, and insurance claims
Technicians (CVT/RVT):
Client follow-up calls, tele-triage, virtual discharge instructions, and inventory orders
Veterinarians:
Medical record completion, virtual consults, prescription reviews, client follow-ups
Marketing/Outreach:
Social media, email campaigns, client education content creation
Administrative Assistants:
Data entry, filing digital documents, scheduling, CE tracking
Keys to Successful Remote Work Implementation
Set Clear Expectations: Define tasks, communication channels, and working hours. Consider productivity metrics for each role.
Equip the Team: Provide access to secure cloud-based software, VOIP phone systems, and training on data privacy.
Maintain Connection: Keep remote staff involved in meetings, shoutouts, and decision-making to preserve culture and accountability.
Evaluate and Adjust: Regularly review what's working and where gaps exist. Remote work isn’t static—it evolves with your team’s needs.
Why It Matters for Utilization and Efficiency
Remote work and telehealth aren't just perks—they're strategic tools for optimizing your team’s potential. By allowing focused work away from the clinic floor and extending care capacity virtually, these options reduce bottlenecks, empower staff, and give clients more timely access to your services.
When implemented thoughtfully, they transform how veterinary teams deliver value, without sacrificing quality, culture, or compliance.
*Telehealth and remote work practices must comply with all applicable federal, state, and local laws, including veterinary practice acts, VCPR requirements, labor regulations, and data privacy standards. Because these laws vary by jurisdiction and are subject to change, veterinary practices should consult with legal counsel, regulatory bodies, or HR professionals before implementing telehealth services or remote work policies.
