Client Care Team - Referral Coordinator Floater

About the role

The Small Animal Client Services Floater is a dynamic role designed to support the seamless flow of the Small Animal Hospital Specialty Services. This position acts as the primary link between clients, referring veterinarians, and clinical staff.

Responsibilities

• Referral Management – Responds to inquiries from referring veterinarians to ensure a timely and accurate exchange of medical information. Utilizes advanced knowledge of veterinary terminology to enter patient medical history and referral data directly into the hospital system. Utilizes standard billing practices to develop and communicate medical cost estimates for various specialty services. Facilitates Vet-to-Vet consultations to help clinicians determine if specialty referrals are recommended for specific cases. Sending and delivering text messages for medical staff as needed.

• Specialty Appointment Coordination – Facilitate scheduling, including promptly and professionally responding to the multi-line phone system and coordinating appointments for designated specialty services. Strong computer skills and the ability to foster collaboration among various departments are essential for effective job performance. Accurately input client, patient, service, and clinician information into the VetView system to ensure a seamless flow of veterinary services throughout the hospital. Communicate with clients via email and phone to verify appointment details and provide clear, written pre-appointment instructions. Serve as a liaison between clients and medical staff, clarifying patient care through text messages or phone calls. Maintain composure and efficiency in fast-paced and sometimes stressful situations. Demonstrate the ability to work productively within a team environment and manage time effectively to meet deadlines involving multiple units. Proficiency in veterinary terminology and a solid understanding of hospital operations are vital for success in this role. The position plays a critical role in supporting the hospital’s mission and requires a motivated, customer-focused individual committed to delivering exceptional service.

• Admissions & Front Desk Operations – Oversee the flow and efficiency of front desk admissions for the Small Animal Hospital. Provide outstanding client service as the primary point of contact for hospital clients, from initial check-in through their visit. Responsibilities include checking in patients, updating patient and client demographic information in the electronic record, opening orders in the system, and notifying medical personnel of patient arrivals. Additional duties include accurately generating pre-admissions, scheduling initial referral appointments, and booking follow-up appointments to support client care team members. The role requires initiative and the ability to anticipate and efficiently resolve client needs.

• General Administrative Support – Assists with various administrative tasks as required, maintaining the flexibility to support different small animal units during peak volume or staffing transitions.

Qualifications

• High school diploma or equivalent
• Preferred experience within an animal hospital setting with advanced veterinary terminology utilized on a daily basis.
• Posess advanced organizational skills in handling multiple priorities involving varying clinical unit expectations and processes on a daily basis.
• Possess proven experience in establishing and maintaining professional relationships with multiple stakeholders that include clients, referring Veterinarians, clinical teams (faculty, interns, residents, supervisors and veterinary technicians) and administrative teams (peers in client care roles, supervision and upper level management).