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Veterinary Specialty Referral Coordinator

2 months ago

Knoxville, United States Animal Emergency & Specialty Center - Knoxville Full time
Job DescriptionJob DescriptionDescriptionAnimal Emergency and Specialty Center of Knoxville is now hiring for a Specialty Referral Coordinator to join our team

The Veterinary Specialty Referral Coordinator at Animal Emergency and Specialty Center of Knoxville plays a pivotal role in managing and facilitating the referral process for specialty veterinary care. This position involves acting as the primary liaison between referring veterinarians, clients, and our specialist team, ensuring a seamless and efficient referral experience. The coordinator will handle the intake and processing of referral requests, schedule consultations and procedures, and provide detailed information to clients about their pets' specialty care options. They will also maintain comprehensive records, follow up on referrals, and address any questions or concerns from clients and referring practices. With strong organizational skills and a deep understanding of veterinary specialties, the coordinator ensures that each referral is managed with precision and empathy, contributing to the high standard of care and service provided by our center.
Key Responsibilities
  • Serve as initial contact for veterinarians who call for consultation of referral services. 
  • Set appointments and process transfers to ensure timely transmission and start of services.  Serve as a liaison for client/patient resources. 
  • Ensure all documents from the rDVM are received prior to schedule appointment.
  • Ensure all communication and faxes are received at the rDVM’s practice in a timely manner. Fax, email or mail medical records, lab results, and/or radiographs after each visit to primary referring veterinarian.
  • Combine customer service excellence with sales skills to develop the relationships we have with our clients, as well as positively impact our business.
  • Demonstrate a thorough understanding of the ways in which the practice can help the referring DVM’s provide a higher level of medicine while building their business.
  • Build relationships with the local veterinary community so that they become aware of the services and care offered at the practice.
  • Play a key role in the practice’s success, as his/her immediate interaction with clients impacts revenue, repeat visits and satisfaction.
  • Schedule appointments; coordinate and direct all activities related to referring veterinarians (rDVM); contact appropriate clinicians for consultation request or appointment; develop and improve processes and procedures for servicing the rDVM community; develop and maintain database of rDVM information; maintain referral guide; cultivate relationships with rDVM. Work directly with our specialists in coordinating patient needs for our busy practice Understanding urgent patient and rDVM concerns and handling this immediately 
  • Make sure rDVM have current and adequate supplies of the hospital’s brochures, magnets and referral forms.
  •  Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team. 
  • Work well with all team members and ensure that your actions support the hospital, the doctors and the practice philosophy. 
  • Conduct quality control calls and submit questionnaires to rDVM to make sure their expectations and their client’s expectations are being consistently met. 
  • Identify the DVMs that do not refer business but should be (based on geography). 
  • Develop and implement a plan to improve referrals with each practice identified. 
  • Coordinate with management visits to local referring DVMs and our specialists.
  • Work closely with the Hospital Manager to maintain a consistent message, planning strategy; and resolving issues.
  • Work with the Hospital Administrator to develop direct mail, fax blast and other communication strategies to keep the referring DVMs aware of the hospital and new services offered.

Skills, Knowledge & Expertise to be Successful
  • Knowledge of veterinary hospital procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, test and treatments in order to maintain an accurate and permanent report of patient information. 
  • Knowledge of spelling and meaning of commonly used veterinary terminology (e.g. terms of anatomy, physiology, diseases, tests, etc.) in order to accurately enter specific information into patient records.
  • Requires skill in obtaining information from owners to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment.
  • Strong client service skills. 
  • Strong leadership, communication and motivations skills. Has the ability to direct, guide and assist a group of individuals. 
  • Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Job Benefits
  • Generous Paid Time Off to recharge and enjoy life outside of work.
  • Health, Dental, Vision, and Life Insurance to keep you and your loved ones well-covered and healthy.
  • Exclusive Employee Discounts on our services and products, so you can take great care of your own pets.
  • Flexible Schedules to help you balance work and personal life seamlessly.
  • 401K with Company Match to support your financial future and retirement plans.
  • Training and Career Development opportunities, including an annual CE allowance, to fuel your professional growth and passion for veterinary care.

Join us and experience a workplace that not only supports your career but also invests in your well-being and personal success