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We know your tech stack
Trusted by over +150 hospitals nationwide
Our teams integrate effortlessly with your systems to deliver a frictionless support experience.
CSR & Client Care Support
We manage your incoming calls and appointments so you never miss an opportunity. Our trained agents handle every interaction with professionalism and care, ensuring accurate scheduling, clear communication, and a smooth experience for your customers while you stay focused on your business.
Call triaging and routing
We handle incoming calls with clarity and care, making sure each request reaches the right place at the right time. Our team prioritizes urgency, filters noise, and creates a calm first point of contact for every patient.
Call triaging and routing
Appointment scheduling and management
We manage appointments end to end, from booking to rescheduling, with accuracy and consistency. This helps reduce gaps, avoid double bookings, and keep your schedule running smoothly throughout the day.
Appointment scheduling and management
Reminder and follow-up calls
We take care of reminders and follow-ups so patients stay informed and engaged.
Clear communication helps reduce no-shows, improves attendance, and strengthens continuity of care.
Reminder and follow-up calls
New patient onboarding
We guide new patients through their first interactions with your practice, setting expectations clearly and answering questions with empathy. The result is a smoother onboarding experience and a stronger first impression.
New patient onboarding
Inactive client reactivation campaigns
We reach out to inactive patients with thoughtful, well-timed communication.
These campaigns help reconnect, rebuild trust, and bring patients back into care without feeling transactional.
Inactive client reactivation campaigns
Medical record transfers
We manage medical record requests and transfers with precision
and confidentiality. Every step is handled carefully to ensure compliance,
accuracy, and continuity across providers.
Medical record transfers
Billing support and remote payment processing
We support billing inquiries and payment processes with clarity and patience.
Our team helps patients understand their options while keeping workflows
organized and up to date.
Billing support and remote payment processing
General PIMS management
We support daily PIMS tasks to keep systems clean, accurate, and reliable.
This reduces friction for your team and ensures information is always accessible
when it matters most.
General PIMS management
We know your tech stack
Trusted by over +150 animal hospital nationwide
Your Backlyner logs into the same tools your team uses. No extra software. No learning curve for you.
Inside Backlyne's Support Model
Backlyne doesn't just fill a role. We also provide the infrastructure around it.
Every element of our model is designed to keep your operations steady and your team supported. Here’s what makes Backlyne’s support model work so well for clinics:
01
Already vetted, hired and trained by us. Ready for your practice.
We hire the top 1% of remote medical professionals, put them through rigorous training, and then assign the right fit to your practice. You don't search. You don't settle. You just get someone great.
02
SOPs tailored to your practice.
03
Quality you can count on. QA-backed.
04
Seamless relief coverage.
05
Your Backlyner delivers, we make sure of it.
Top-Tier Talent
1
%
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Top-Tier Talent
1
%
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Top-Tier Talent
1
%
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Relief Fill Rate
100
%
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Apts. Booked in the Last 24 Hours*
98
First Call
Resolution
Resolution
95
%
Missed Call
Rate
Rate
0
%
# of Daily Apts Booked*
98
E-mails resolved
on first contact
First Call
Resolution
Resolution
95
%
Calls handled without
callbacks needed
callbacks needed
Missed Call Rate
0
%
Chats converted in a single interaction
What Our Clients Say
Trusted by practitioners who care.
Rated
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A proud member of:
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“Mascotte has made my life as a Medical Director so much easier. Not only do you answer almost 100 phone calls a day, but you book appointments, answer emails and handle our online pharmacy. You free up my in-house staff to focus on the patients in the building and allow us to deliver much better care. You have helped us develop significant process improvements and we are a better team with Mascotte as part of that team!”
Dr. Michele Pfannenstiel
Medical Director
Mill Brook Animal Clinic
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“Mascotte came in to help us gain more bandwidth in our clinic and it has gone remarkably well! The onboarding steps and thorough commitment to build out new communication channels and SOPs was the key. We have worked seamlessly with Sascha and Kayla and our pet parents haven't missed a beat!”
Dr. Christopher Simmons
Owner & DVM
Simmons Veterinary Clinic
“Mascotte has transformed the way we operate, offering timely, dedicated support that scales with our needs. Their willingness to consistently go above and beyond ensures our in-person visits are seamless. We couldn't be more grateful for the professionalism and dedication they bring to our daily operations.”
Dr. Douglas Cifranick
Owner & DVM
WoofDoctor on Wheels
More services to deliver an integrated customer experience
We offer a full suite of services designed to optimize operations and uphold the highest quality standards. You don’t need another platform. You need a team that keeps everything in sync.
Questions, answered
What clinics ask before getting started
Here’s what most clinics want to know before working with us.
How do we get started with Mascotte?
How long does onboarding take?
Do you offer short-term support?
What types of clinics do you work with?
Can I meet the people I’ll be working with?
Do I need to sign a long-term contract?
Where is my Mascotte team located?
Will Mascotte replace my in-clinic staff?
How do you communicate with our clinic?
How do you ensure quality and consistency?
What happens if my Mascotteer is unavailable?
What systems do you work with?
How do you handle data security?
Will Mascotte access sensitive client data?
Can Mascotte work inside our existing systems?
Do you provide reporting or visibility into work?
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