How to Use The Airvet Doctor App

How do I go online for on-demand calls? 

Open the app and log into your account. Once on the homepage, swipe up where it reads “Swipe up to set availability.” If you would like to go online for “On-demand” calls, toggle the button on, so that it reads “Online.” If you would like to turn off On-Demand requests, toggle the button again, so that it reads “Offline.”

As a veterinarian associated with a hospital, how do I turn requests on or off? 

Open the app and log into your account. Once on the homepage, swipe up where it reads “Swipe up to set availability.” If you would like to turn Requests on, toggle the button on, so that it reads “Online.” If you would like to turn Requests off, toggle the button again, so that it reads “Offline.”’

 

As a veterinarian associated with a hospital, how can I set my on-demand preferences to hospital clients only? 

Open the app and log into your account. Once on the homepage, select the hamburger menu icon, located in the top left corner, and tap on your name at the top of the menu bar. Where it reads “On-Demand Preferences,” you can toggle the “Hospital Clients Only” option on to limit your calls to clients from your practice only. If you would like to make yourself available to On-Demand calls from clients outside of your practice as well, toggle the “Hospital Clients Only” option off.

 

How do I get compensated for the virtual visits?

Veterinarians are compensated for each consultation done on Airvet and can be paid out individually OR if you are affiliated with a hospital, all revenues go to the hospital and the hospital will compensate their veterinarians directly.

How do I accept an on-demand call?

• If you are online for On-Demand calls, accepting a call is as simple as pressing ‘Accept’ when a call comes in.
• For iPhone users, if a call comes in while your phone is locked, you will also need to tap on the Airvet push notification in order to launch the video and the app. Otherwise, an audio-only call will begin.

• If you decline the call or let the call ring through without accepting it in the allotted time, the call may go to another veterinarian either in your hospital (if s/he has signed on as available) or within the Airvet network.

Can I access Airvet on a desktop computer?

If you are a veterinarian affiliated with a hospital, you can access Airvet on a desktop or tablet by visiting portal.airvet.com and use the same login credentials as your Airvet Doctor app.

Where do I add case notes to share with a pet parent?

Following a case, add your notes or a summary of the call on the post-call screen. These notes will be automatically added to the case, which will be accessible to you and to clients. Clients will be notified automatically when notes have been added. Following a case, you can go into any specific case from the ‘Case History’ tab in the menu and add additional notes at any time.

Note: You can add notes from your desktop by visiting your hospital portal and opening the case from the dashboard screen

Adjusting fees and issuing refunds:

Once a case is created, you can adjust the fee by tapping on the ellipsis and selecting the Adjust Price option. Your hospital is able to set the fee for a New Exam or Follow-up exam.

If you feel that you weren’t able to adequately assist the owner or had a technical/connection issue that you weren’t able to resolve after trying to connect with the client, you can always refund the call by tapping on the ellipsis on the top right of the case page (iPhone) or by tapping on the menu on the top right of the case page (Android) and tapping refund. A refund sends back 100% of the cost of the call to the client.

Note: This can take 3-5 business days to reflect in the client’s account.

Do I need any additional equipment to use Airvet?

Nope! You and your staff can manage all things Airvet either through the app or online from any desktop computer or tablet.

What if I can't help the client with the issue they're calling about?

If you don’t feel you were able to efficiently and effectively help a pet parent, you can refund the client in full by going into their case, tapping on the gear widget and then pressing “Refund.’ This ensures we always deliver the best experience and care, and in the long run increase calls, retention, and revenue.

How much does Airvet cost me/my hospital to use?

There is a small monthly fee required to use Airvet. Please reach out to [e-mail] to learn more!  

How does the client find me using Airvet?

During their sign-up process, every pet parent has to select their home hospital along with their primary veterinarian.

Where do I access pictures or videos that the client has uploaded?

If you’re on a call, you can tap on the chat icon on the bottom right if any media has been uploaded. If it’s after a call, and you want to refer to a picture or video uploaded previously, you can access them by going to “Case History” in the menu and tapping on the specific case.

All media can be accessed by opening the case on your hospital’s portal as well.

How much does Airvet cost my clients?

The hospital has the ability to set their own fees for new exams and follow-up appointments on Airvet. However, if your client needs to speak to someone immediately and after-hours and makes an “on-demand” call, there is a flat fee of $30 paid by the client.

What happens if I am not available when one of my clients calls?

You can’t possibly be available all the time, nor should you be, but you don’t have to leave your client without help in those cases. If one of your clients makes an “on-demand” call while you’re either offline or unavailable, we’ll automatically route the call to one of the other veterinarians in your practice (if any are online). If they are all offline, and you are part of a larger hospital network, we will try a doctor in your network. When we have exhausted those options, we will send them over to another veterinarian on the Airvet network at least 50 miles away from your practice (to prevent any potential poaching, of course.) You and your team will of course be notified and sent all the details of that case so you can follow up with your client when you’re available to check in, follow up, or book an appointment.

This is a great reason to leverage call requests, which guarantees that you’ll always connect with your own client for any non-urgent issues and on your own time/availability.

Does Airvet work on both Apple and Android devices? How about desktop computers?

Airvet is available on both Apple and Android devices and can be found on the App Store or Google Play store. Airvet can also be used on your desktop or tablet by accessing your hospital’s portal from a web browser. From the portal, you can do everything you’re familiar with in the Airvet Doctor app and more - including video calls and sending case requests to clients!

How do I edit my profile information?

Select the Menu button in the top left of the app, and tap on your name. You will be able to edit your profile information on that screen.

How do I edit my billing information?

If you select the Menu button in the top left of the app, you’ll see ‘Billing’. Tapping on that will take you to Stripe Connect where you can modify all of your billing settings. If your hospital is set up to receive all revenue from Airvet, you can disregard this section.

How do I contact Airvet for support?

You can email [e-mail], and a member of our team will get back to as soon as we can!

How do I handle a bad connection issue or another issue on a call that I took?

If the connection on your video call is poor, check that you’re on wifi and have a strong signal. While on a call, if there’s issues hearing or seeing one another, you can also send them a chat while the call is connected to let them know you’re having trouble and that you’ll call them back.

In the case of wifi connection issues on the part of the veterinarian or the pet parent, we have added a back-up option to call a pet parent by phone. Tap on the three dots within the case and select the “Call Client” option. This will initiate a standard phone call within the case as opposed to a video call.

A couple things to note:

• Your phone number will NOT be visible to the client

• It is a phone call so the vet/pet parent will no longer be in the app but still have access to the app and case information

• Ensure your cell phone number is entered into your profile so you can use this feature

• In order to call the client back, once you open the app, select “Open Cases” located on the homepage, select the case, and tap on the three dots within the case. A screen will open from the bottom of the case allowing you to select the “Call Client” option. This will initiate a standard phone call within the case as opposed to a video call.

• The callback function is available to the veterinarian while the case is open.

How often do I get paid?

The veterinarian or hospital (if billing is setup through the hospital) will be automatically paid out at the end of the month via Stripe.

Do I get paid as a vet or does it go through my hospital?

Doctors can get paid out individually through the app OR the hospital owner can set up a hospital billing account, where all revenues go to the hospital and then the hospital pays out its doctors.

Am I considered a W2 or 1099 employee through Airvet?

All vets using Airvet are considered 1099 employees. We will issue this to you annually.