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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.
Clinical & Operational Support
We support your medical workflows with the expertise of trained CSRs and care coordinators, helping coordinate care, manage treatment plans, follow up on lab results, and guide clients through next steps with clarity and confidence.
Treatment plan creation and management
We document the treatment plan directly in your PIMS, capture medications, dosages, recheck timelines, and discharge instructions so your technicians and doctors can stay focused on patients, not paperwork.
Treatment plan creation and management
Surgery and procedure estimates
We pull the relevant procedure codes from your fee schedule, build the estimate in your practice software, and send it to the client for review — following up to walk them through the breakdown, answer questions, and confirm consent before the procedure date.
Surgery and procedure estimates
Lab result management and follow-up
When in-house or reference lab results come back — whether from IDEXX, Antech, or your in-clinic analyzers — we log them to the patient's file, flag abnormals for clinical review, and reach out to the client with an update, so your team isn't fielding result calls on top of a full appointment schedule.
Lab result management and follow-up
Online pharmacy and prescription management
We manage incoming refill requests across platforms like Covetrus, Chewy Health and Vetsource, verifying each request against the patient record and prescription history, coordinating approvals with your veterinarians, and processing orders — so clients get their medications on time without your front desk getting buried in requests.
Online pharmacy and prescription management
Medical record documentation
We organize SOAP notes, diagnoses, vaccination records, and treatment histories into the patient profile after every visit — keeping records complete, compliant, and ready for your next appointment or specialist referral.
Medical record documentation
Treatment compliance monitoring
We track which patients are overdue for recheck exams, heartworm or flea/tick preventative refills, annual wellness visits, or post-surgical follow-ups — and proactively reach out to clients who've gone quiet, reducing care gaps and supporting your practice's preventive care revenue.
Treatment compliance monitoring
Client education on care instructions
After visits, we send clients clear discharge summaries covering wound care, medication schedules, dietary restrictions, activity limitations, and warning signs to watch for — reinforcing your team's guidance and cutting down on the after-hours calls asking "is this normal?"
Client education on care instructions
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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