Referral Liaison

Under policy direction from the Liaison Manager and with support of Hospital Director, the Referral Liaison is responsible to assist with executing daily tasks and communications with referral clients for the specialty services within the hospital. The Referral Liaison is to provide and maintain excellent client and pDVM (Primary Veterinarian) service at all times. At VCA Animal Hospitals, we take our mission statement – your pet’s health is our top priority and excellent service is our goal – very seriously.

With every opportunity, we aim to exceed each pet owner’s expectations. We’re looking for a personable yet highly professional “service extraordinaire” to join us in delivering our mission to our clients and their pets.

• 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.
  • Support Front Office staff by ensuring client requests are handled in a timely manner.
  • 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.
  • Maintain Computer Records
• Record Keeping
  • 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.

• 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,…