ezyVet Virtual Assistant: a VA who keeps your vet diary, reminders and unpaid invoices moving

Nobody googles “ezyvet virtual assistant” out of idle curiosity. You search it because the whole hospital runs through that system, and the person confirming tomorrow’s consults, working the reminders queue, requesting surgery deposits and chasing the account that’s ninety days overdue is you, or your head nurse, in the gap between a dental and a difficult discharge.

And ezyVet is a capable system, which is part of the problem. It will surface a vaccination reminder, hold an online booking, flag an unpaid invoice and sync a treatment sheet back from Smart Flow. What it won’t do is pick up the phone, send the SMS, or chase the debtor. Almost every revenue-protecting feature in there ends with a step a human has to take, and most of those steps fall to people who’d rather be on the floor with a patient.

The daily rhythm a VA runs in your ezyVet

Morning, before the first consult: the Calendar gets a pass. Tomorrow’s appointments confirmed by call or SMS, no-show gaps from yesterday backfilled, double-bookings caught, and the consult, surgery and grooming resources kept on the right colour so reception isn’t guessing which vet is where. Overnight Vetstoria online bookings get checked into ezyVet, looked at for the patient who booked a routine consult that’s clearly an emergency, and for the new client whose profile needs creating clean so you don’t end up with three records for the same dog.

Then the part most clinics never quite get to: Reminders. This is where the recurring revenue lives, and where it quietly dies. Vaccinations due, parasite prevention lapsed, annual health checks, post-op rechecks that were booked verbally and never entered. Your VA works the Reminders module as an actual call and SMS list, logs each contact against the patient, and books the rebooking into the diary instead of leaving it to expire in a queue nobody opens. A dental reminder worked today is a booked dental next week. Done daily, that one habit usually covers the VA.

Then money. A daily pass on open invoices and the Aged Debtors report, surgery and dental deposits requested before the booking is locked in so a $1,400 procedure isn’t a no-show with a held theatre, and account and payment-plan customers chased on a cadence you’ve approved. The VA processes what the vet team has billed. They never decide a fee and never discount one off their own bat.

Across the day, the front desk. Phones and the clinic inbox during AU business hours, food and script-refill requests taken and routed to the vet or nurse who decides, referral and history requests packaged for the receiving clinic, and the general enquiries that otherwise pull a nurse off a catheter. The virtual receptionist layer is most of what clients feel day one.

And the back-office tidy-up. The Smart Flow whiteboard cleared of discharged patients, treatment-sheet items that synced back to ezyVet checked for the billing line that fell through the gap, admit and discharge paperwork prepped so nurses aren’t doing data entry between patients, and where your ezyVet to Xero integration is switched on, the daily sales and payment feed checked across so the bookkeeper inherits a clean ledger.

The honest bit

A few things worth saying plainly, because a page that pretends ezyVet is magic helps nobody.

The reminders only work if the reminder rules are set up properly in the first place. ezyVet generates reminders off product and service settings, so if your vaccination protocols or recall intervals were configured loosely years ago, a VA working the queue will surface that mess fast. That’s a good thing, but it’s a configuration conversation with you or ezyVet support, not something a VA quietly fixes alone.

Vetstoria is its own product bolted on, not native ezyVet. The two talk well, but when a mapping breaks, a new appointment type that doesn’t exist on the booking side, a duration mismatch, the fix lives in two places, and an admin VA can flag and maintain it but won’t rebuild the integration architecture.

And ezyVet is genuinely deep. There is no version of this where someone is fully fluent in your specific setup on day three. The reports, the financial periods, the way your clinic uses contacts versus patients: that’s learned inside your account over the supervised ramp, not claimed up front. We’d rather tell you that than oversell it.

What stays with you

Veterinary is a regulated profession, and the line is not negotiable. Clinical records, SOAP notes, diagnoses, treatment plans and anything a client says that sounds clinical escalate to your vet or nurse under a written rule and never get answered by the VA. Prescribing, authorising a refill, dispensing a scheduled drug and the controlled-drug register stay with licensed staff. Fees and item decisions stay with the practice. The VA processes invoices the team has raised; they never set or discount a price.

The notes part isn’t a policy we wrote on top, it’s a permission the software already builds. With the VA placed in a reception or admin Security Group, the consultation Clinical Records, the SOAP notes and the prescribing screens sit outside that group entirely. We work inside the wall ezyVet gives you, and we sign confidentiality on day one on top of it.

What it costs and where to start

ezyVet reception and admin sits on our admin tier, $12-17 AUD an hour excl GST, typically 10-15 hours a week for a one-to-three vet clinic, roughly $500-1,100 a month, more if the VA also runs your full front desk through busy periods. Bookkeeping-grade reconciliation work, if you want the VA owning more of the Xero side, moves to the bookkeeping tier at $25-35.

Placement takes 7-10 business days, with 5-7 days supervised inside your ezyVet before any solo work, a refundable $500 deposit that credits to your first month, a 30-day recalibrate-or-replace guarantee, and no lock-in beyond 14 days notice.

The veterinary clinics page goes deeper on the industry side, the invoice-chasing task page covers exactly how the debtor follow-up runs, and the VA cost guide has the full pricing picture. Otherwise book a discovery call with Jenn, who has placed 87+ VAs into Australian businesses since 2024 and will tell you straight if your clinic isn’t ready for one. Bring your Aged Debtors report and a month of un-worked reminders. That’s usually where the hours pay for themselves.