How do I go online for On-Demand video visits?
Open the app and log into your account. Once on the homepage, swipe up at the bottom where it reads “Swipe up to set availability”. If you would like to go online for On-Demand video visits, toggle the button on so that it reads “Online”. If you would like to turn off your availability for On-Demand video visits, toggle the button again so that it reads “Offline”.
“Requests” are a feature used by hospitals who have partnered with Airvet to connect with their hospital clients. To easily tell if you are online for On-Demand, the best practice is to keep the Requests feature off so it reads “Offline.”
How do I accept an On-Demand video visit?
- If you are online for On-Demand video visits, accepting a video visit is as simple as pressing ‘Accept’ when a video visit comes in.
- For iPhone users
- If a video visit 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.
- To decline a video visit when your phone is locked, tap the “Lock” side button twice
- If you decline the video visit or let the video visit ring through without accepting it in the allotted time, we will try the next available veterinarian so we can connect the pet parent to care.
Where do I add notes to share with a pet parent?
Following a video visit, add your notes or a summary of the visit on the post-visit screen. These notes will be automatically added to the visit, which will be viewable to you and to pet parents. Pet parents will be notified automatically when notes have been added. Following a visit, you can go into any specific open or closed visit from the ‘Cases” tab in the Menu and add additional notes at any time.
What if I can't help the pet parent with the issue they’ve asked about?
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 pet parent, you can always refund the video visit by tapping on the ellipsis on the top right of the Case screen (iPhone) or by tapping on the Menu on the top right of the Case screen (Android) and tapping refund.
A refund sends back 100% of the cost of the video visit to the pet parent. This ensures we always deliver the best experience and care, and in the long run increase visits, retention, and revenue.
Note: This can take 3-5 business days to reflect in the pet parent’s account.
Do I need any additional equipment to use Airvet?
Nope! You can manage all things Airvet through the mobile app.
Where do I access pictures or videos that the pet parent has uploaded?
If you’re on a video visit, you can tap on the “Chat” icon on the bottom right to see if any media has been uploaded.
If it’s after a video visit, and you want to refer to a picture or video uploaded previously, you can access them by going to “Cases” in the Menu and tapping on the specific visit.
Does Airvet work on both Apple and Android devices?
Can I access Airvet on a desktop computer?
Currently, you cannot access Airvet on a desktop computer, but you can access everything you need to take video visits directly through the Airvet Doctor app on your phone.
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 payout 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 banking settings.
How do I contact Airvet for support?
You can email email@example.com, and a member of our team will get back to you as soon as we can!
How do I handle a bad connection issue or another issue on a video visit that I took?
If the connection on your video visit is poor, check that you’re on Wi-Fi and have a strong signal. If issues hearing and seeing each other persist:
- Let the pet parent know via chat - “There seems to be a connection issue. Can you check to make sure you are connected to Wi-Fi, or have a strong network signal?”
- If still not resolved, via chat recommend the pet parent hard-close and re-open the app. Ask the pet parent to chat with you when complete.
- Try video calling the pet parent back.
- If issues persist, use the chat to connect with the pet parent about their question.
How do I get compensated for the video visits?
Veterinarians are compensated for each consultation done on Airvet and will be automatically paid out at the end of the month via Stripe.
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.
How do I navigate the VCPR?
As you know, the Veterinarian-Client-Patient-Relationship (VCPR) requirements vary by state. Generally, a valid VCPR can only be created and maintained through physical and in-person interaction with a pet.
Although you don’t have a valid VCPR as an Airvet Network veterinarian, this is not considered “Telemedicine” but rather, “Telehealth.” While you cannot provide diagnoses, prescriptions, or treatment, most states allow veterinarians even without a VCPR to provide general medical advice, triage, and support or education materials to pet parents in need. In many cases, this is truly all that’s needed.
It is your responsibility to ensure that you abide by your state’s guidelines and provide care accordingly.