Information for Hospital Veterinarians who use Airvet to connect with their clients:
As a hospital veterinarian, how do I manage when I am available for my clients to request virtual visits with me?
Your clients who have listed your hospital as their primary can request a visit with you when you are toggled “Online” for Requests in your Airvet Doctor app.
To adjust your availability, open the app and log into your account. Once on the homescreen, 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”.
How do I manage my availability to receive incoming On-Demand video visits from my clients?
Open the app and log into your account. Once on the homescreen, swipe up 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.” This means if your hospital client initiates an On-Demand video visit, we will try you to see if you are available to accept the video visit and immediately speak with the hospital client. If neither you nor any of your other hospital veterinarians are available, we will try to connect your client with one of our Airvet Network veterinarians.
If you would like to turn off On-Demand requests, toggle the button again, so that it reads “Offline.”
How do I change my settings to receive On-Demand video visits not just from my hospital clients but from the wider Airvet Network as well?
Open the app and log into your account. Once on the homescreen, 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 On-Demand video visits to clients from your practice only. If you would like to make yourself available to On-Demand video visits from clients outside of your practice as well, toggle the “Hospital Clients Only” option off.
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 in your hospital (if one has toggled online as available) and if none are available, within the Airvet Network so we can connect the pet parent to care.
Can I access Airvet on a desktop computer?
If you are a hospital veterinarian who is using Airvet with your clients, you can access Airvet on a desktop by visiting portal.airvet.com and using the same login credentials as your Airvet Doctor app.
Where do I add notes to share with a client?
Following a visit, add your notes and a summary of the visit on the post-visit screen. These notes will be automatically added to the visit, which will be viewable by you and your clients. Clients will be notified automatically when notes have been added. Following a visit, you can go into any specific visit 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 visit from the dashboard screen
How do I adjust fees or issue refunds?
Once a visit 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 client 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 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 visit 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.
What if I can't help the client with the issue they’ve asked 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 visit, 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 visits, retention, and revenue.
How does the client find me using Airvet?
Invitations sent via your hospital portal will automatically associate your client with your hospital. Your client may also add your hospital as their primary by selecting the Menu icon from the homescreen. From there they can select “Clinics” and search for your hospital by postal code.
Where do I access pictures or videos that the client 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.
How much does Airvet cost my clients?
The hospital has the ability to set and charge a new exam fee, follow-up exam fee, or waive either fee. Once the client pre-authorizes a fee, the fee can be adjusted down but it cannot be raised.
However, if your client needs to speak to someone immediately and starts an “On-Demand” video visit, there is a flat $49 fee pre-authorized paid by the client. If you accepted the video visit, you have the option to waive the fee while the video visit is open. Otherwise the flat $49 fee will be charged to the client when the video visit closes.
What happens if I am not available when one of my clients starts a video visit?
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 instances. If one of your clients starts an “On-Demand” video visit while you’re either offline or unavailable, we’ll automatically route the video visit 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 veterinarian in your hospital network.
When we have exhausted those options, we will send them over to another veterinarian on the Airvet Network. You and your team will of course be notified and sent all the details of that visit 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 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 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 starting video calls and sending visit 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 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. 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 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 with 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 often do I get paid?
The veterinarian or hospital (if billing is set up through the hospital) will be automatically paid out at the end of the month via Stripe.
Do I receive my consultation compensation directly or does it go through my hospital?
Veterinarians are compensated for each consultation done on Airvet. Hospital owners can choose between two payout setups: 1) Veterinarians can receive compensation directly to their specified banking accounts as specified in the app OR 2) the hospital owner can set up a hospital banking account, where all revenue is directed to the hospital and then the hospital pays out its veterinarians.
Am I considered a W2 or 1099 employee through Airvet?
All veterinarians using Airvet are considered 1099 employees. We will issue you a 1099 annually if you receive revenue directly from Airvet and have earned at least $600.
We will let you know when you have reached this threshold and will send a W-9 request from our third-party vendor Track1099.
How do I navigate the VCPR?
As you know, VCPR requirements can vary by state. In most instances, if you’re consulting with one of your own clients, or from a client of your hospital, it’s likely you’ve already established a valid VCPR. Generally, a valid VCPR can only be created and maintained through physical and in-person interaction with a pet. Here’s how you’d want to operate with and without a VCPR:
- If you do have a valid VCPR under your state’s guidelines, you can treat your client exactly as you would for an in-office visit; i.e. you can diagnose, treat, and prescribe medications and treatment plans.
- If you don’t have a valid VCPR, you still have the ability to really help, as 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 situations, 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.