Specialty Referral Veterinary Receptionist (Care Coordinator) - Pacific & Santa Cruz Veterinary Specialists

Description

PetVet Care Centers' Pacific & Santa Cruz Veterinary Specialists is currently seeking a Specialty Referral Care Coordinator to join their team!

We take pride in fostering a collaborative, team-focused culture where every member plays an important role in delivering exceptional patient care. Within our Referral Coordinator team, we are committed to supporting ongoing growth and career advancement, creating an environment where individuals feel valued, heard, and empowered to succeed.

Our hospital emphasizes strong partnerships across all teams—including referral coordinators, doctors, technicians, client care staff, and referring veterinary hospitals. This collaborative approach ensures seamless communication and coordination, ultimately enhancing the experience for both clients and patients.

Position Overview

The purpose of this position is to direct, plan and coordinate a variety of patient service functions that are related to referring veterinarian communication, client service and staff assistance at Pacific and Santa Cruz Veterinary Hospital. These functions include, but are not limited to coordinating reception (client and phone), maintenance of veterinary medical records, client and referring veterinarian liaison, and assisting doctors to maintain a high level of client and patient care.

Key Responsibilities

• Ensure that the referral experience is exceptional for specialty clients by focusing on their needs from the time of scheduling, to admit, to discharge. Ensure excellent communication between doctors/clients. Primary time will be spent with clients in reception and the lobby checking in the referral clients, answering their questions, scheduling appointments, and focusing on their well-being and experience. Answer questions for the client service team and ensure client messages are getting to doctors in a timely fashion.
• Participate in the admit process for work – in emergencies and transfers to the specialty referral practice. Facilitate the transfers in getting to the appropriate specialty service. If a client has an rDVM, that client should always be directed to the referral practice. Make direct and immediate contact with the client and act as patient liaison throughout patient’s stay. Ensure that updates are provided to client while pet is being admitted by technician/doctor and while pet is in the hospital; participate in dismissal appointment as needed.
• Organize the CSR team to provide a consistent standard of care for the specialty referral practice; make recommendations to supervisors for training.
• Act as liaison between doctors and clients to ensure good communication; update owners daily on the status of their pets in the hospital as directed by the doctors. Discussion of medical care plan with owners and charges incurred or to be incurred will remain the sole responsibility of the doctors. Assist doctor with payment arrangements (Care Credit, Scratch Pay, etc) after the medical care plan has been discussed.
• Participate in projects as directed by the supervisor and practice manager that focus on rDVM services and growth of the specialty referral practice. Provide practice leadership with information about referrals on a monthly, quarterly and annual basis. Schedule practice visits for rDVMs and our specialists. Assist in coordinating referring veterinarian appreciation programs.
• Exhibit a technical knowledge of products and services in the specialty practice. Educate clients and staff on products and answer questions concerning products and services. Knowledge of the spelling and meaning of commonly used terminology of veterinary medicine and the specialty referral practice in particular.

Qualifications (Required)

• Client service experience
• Ability to manage multiple applications simultaneously
• Experience handling multiple phone lines
• Exceptional communication skills
• Strong problem-solving abilities
• Applicants must be 18 years of age or older to be considered for this position

Schedule

Four 10-hour shifts, including 1 weekend shift a week and some holidays

What We Offer

• Medical, dental, and vision insurance
• Paid Parental Leave (birth, adoption, foster)
• 401(k) with discretionary contribution
• Team Member Pet Discounts
• Emotional wellbeing support — including Calm app access and 24/7 EAP
• CE stipends and career development resources
• Grant Circle — a relief fund for team members facing personal hardship
• Local hospital culture backed by national resources

Benefits

• EEO, M/F/D/V
• Privacy notice for additional information about our data practices