Referrals Representative

Job Details

Job Location
:
Oakdale, MN 55128

Position Type
:
Full Time

Salary Range
: $18.00 - $25.00 Hourly

Job Shift
:
Day

The primary function of the Referral Coordinator is to provide continuity and quality in service to referral clients and referring veterinarians through communication, client service, and follow through. The position provides support to the specialty department and works closely with them to provide stellar client service to both patient owners and referring hospitals. The Referral Coordinator also provides backup to the call center staff in answering phone calls, questions, and triaging when appropriate.

This positions reports to the Relationship Manager.

• Receive specialty referrals from clients or veterinarians via email, fax, website, phone call, or CSR.
• Initiate contact with client to set appointment with service and provide specific information to client about appointment.
• Follow up with referring veterinarian and client to ensure AERC receives current medical records, lab work, and imaging before appointment if possible.
• Link all documentation and images into medical record software.
• Keep detailed record of client and veterinarian communications in medical record software. Place reminder phone calls to clients before appointments.
• Return messages and emails from clients and other parties about specialty services.
• Place follow up calls to clients after appointments and procedures. Ensure any recommended procedures or rechecks are scheduled.
• Triage urgent questions to correct department.
• Maintain reminder system for patients with continued care needs.
• Assist CSR department with phone service when needed, always answering the phone on the third ring when available.

• Work with other team members to resolve and referral complaints in a quick manner that maximizes benefit to client, referring veterinarian, and AERC.
• Manage difficult and emotional client or referring clinic interactions.
• Professionally handle incoming requests or concerns from clients/referring veterinarians and insure that these issues are resolved both promptly and thoroughly. Elevate when needed.
• Systematically document all client interactions.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the client experience.

• Be supportive of all client medical care decisions without judgment Recommend process improvements.
• Work weekends, nights, and holidays when requested.
• Actively participates as a dedicated, collaborative AERC team member.
• Take personal responsibility each work day to help AERC meet its goals and objectives by ensuring all work activities are in alignment with our established processes, policies, and core values.
• Maintain diagnostic logs, such as lab results, and ensure timely communication to the client is performed and recorded.
• Update client and clinic info in all databases, including medical record software, referral software, survey software, and any internal hospital documents.
• Assist in checking general email and completing tasks.
• This job description is a living document and may be altered by the Leadership team at any time.
• In addition to the above duties, the Referral Coordinator will perform any other duties that clean, maintain and improve the hospitals and company.

• Minimum two years in a client focused position.
• Demonstrated passion for excellence.
• Exceptional interpersonal skills; outstanding teamwork skills.
• Problem solving skills.
• Computer proficient.
• Multitasking with the ability to reprioritize as needed.
• Outstanding organizational skills.

• Positive attitude.
• Excessive exposure to computer screens, typing, phone service, and sitting. Able to travel to both clinic locations.
• Not an animal handling position.
• Ability to work well under pressure and high levels of stress.