Referral Liaison

Referral Liaison Duties And Responsibilities

• Client Relations
  • Expertly practices the principles of the VCA Mission Statement, VCA standards of quality medical care and Client Experience Service concepts in daily job duties.
  • Demonstrate excellent relations with clients/pets: Assist with pDVM/client communication re: the referral process, Help obtain records from primary care hospital(s), Build rapport with clients and pets, Exceed the client’s expectations of service, Ensure that clients and pets feel welcome and comfortable, Serve as “Ambassadors”-creating and maintaining goodwill for the hospital, Handle client complaints with concern and diplomacy, Escalate complaints to management if they cannot be immediately resolved, Effectively communicate and educate clients on general animal husbandry, home care as directed by the doctor and answer non-medical questions, Distribute and explain new appointment documents and general hospital materials.
• pDVM (Primary Veterinarian) Relations
  • Facilitate pDVM referrals by obtaining medical records, ensuring the appropriate department is made aware (to schedule an appt), and other specific requests, Answer pDVM questions and assist with service issues to ensure positive outcomes, Work with Marketing & Experience Coordinator to monitor pDVM referral letter transmissions, ensure they are completed within 24 hours of exam or patient discharges, Provide pDVM service concerns and feedback to Referral Manager and Hospital Management for follow-up.
• Telephones
  • Answers telephone promptly and according to hospital policy, Understand and use excellent telephone etiquette.
• Computer Records
  • Keep computer records updated with current client and patient information, Ensure medical records from pDVM arrive before the appointment and are uploaded to the patient’s record, When needed, prepare charts for patients prior to ER visit/appointment including all necessary forms, authorizations and instructions as necessary, Send client cards, emails, faxes and communication as directed by management team.

Knowledge, Skills And Abilities

• Previous experience or training/education working in a veterinary or medical facility (preferred)
• Must be friendly, outgoing, “people oriented”.
• Excellent communications skills, both written and oral.
• Telephone and computer skills.
• Must be able to prioritize multiple tasks at once, demonstrate exceptional organizational skills, attention to detail and deal with high levels of stress in an environment of changing priorities.
• Must be able to interact with all levels of staffing in a professional manner.

Education And Experience

• High School Diploma required.
• College or college-equivalent education is preferred.
• Veterinary hospital experience recommended.

Physical Requirements

• Dependable attendance is required.
• Any allergies to animals must be controlled through medication.
• This position requires the ability to sit, walk, squat, bend, stand, reach, lift and type constantly during a minimum of 8 hours a day.
• Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment, computers, etc.
• Adhere to appropriate dress code to include proper scrubs and nametag.

Pay And Benefits

Pay commensurate with experience in the range of $18-$21 per hour.

• Benefits:
• 401(k)401(k) matching
• Dental insurance
• Employee pet discount
• Access to the exceptional care of our veterinarians and specialists
• Health insurance
• Paid time off
• Penn Foster Program Discounts
• VetGirl Subscription Discount
• Fear Free Certification Sponsorship

Schedule

• 6, 8 or 10 hour shifts available
• Some holidays required
• Some weekend hours required
• Night shifts available