Career Opportunities

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.

The primary duties of the Referral Coordinator are to:

• Provide an exceptional service experience for each and every client in the specialty referral practice
• Assist with client/ doctor communication;
• Ensure consistent service and a professional presentation to referral/ specialty practice clients and rDVMs by focusing specifically on their needs and desires
• Help elevate PSCVS to the premiere specialty referral practice in Santa Cruz and Monterey counties by ensuring smooth, consistent and professional communication between the referral practice and rDVMs

Primary Job 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.

Controls over work

The Referral Coordinator works under the direct supervision of the practice manager and supervisors. This position will recognize non- routine or unusual situations and recommend solutions to the practice manager. Recurring assignments are performed independently.  Work is reviewed in terms of services provided.

Core competencies

• Positive, team-oriented attitude
• Exceptional client communication skills, including conflict management skills
• Exceptional professionalism; oral and written skills
• Motivation and initiative to make client experience great
• Decision making/ independent judgment
• Accuracy/ record keeping

Daily and reoccurring duties

• Check voicemail - Return any calls (after 9, unless ER)
• Check E-mail which includes reports, phone calls to client, lab work/Bx’s…etc. updates and inquiries from clients, attaching lab/Bx/imaging reports to Cornerstone, starting updates for surgeons re:  all results, attaching client correspondence via E-mail to Cornerstone
• Get updates from ICU regarding previous day’s referral patients and any potential referral cases from overnight. Make sure that any new cases have a file, rDVM is in Cornerstone and any ER records have been faxed to rDVM. ER report should state that case is being transferred to a Specialist in the morning, if not, call rDVM and inform them that case is being referred to a Specialist  and that they will be kept updated via phone call and reports.
• Prepare all new Consult and Specialty Procedure for the next day. (Records, Consent Form, Estimate)
• Email referral correspondences to referring veterinarians – Edit and Finalize Surgeries reports. Reports being faxed include: Physical Exam/Referral Letter, Operative Record, any diagnostics such as blood work, U/S, VDIC, MRI reports and Home Cares. 
• Schedule consultation and surgery appointments as needed throughout the day.
• Assist in the smooth transition of transfers from other hospitals. 
• Set up MRI appointments as needed.
• Send practice brochure/materials to other hospitals upon request and yearly packets.
• Provide clients with information regarding procedures and cost.
• Update Referral Hospitals and DVMs in Cornerstone as needed.
• Assist in setting up practice and DVM visits.
• Enter Referral DVM’s monthly schedule into Cornerstone.
• Respond to DVM’s Daily Requests

Why Consider Our Santa Cruz Hospital?