Client Care Team - Referral Coordinator Floater

University of Georgia; Athens (GA); On-site; USD 30,000 - 45,000; Full time

Job summary

The University of Georgia is seeking a Small Animal Client Services Floater in Athens, GA. This dynamic role supports the Small Animal Hospital by managing client referrals and appointments, ensuring high-quality service. Responsibilities include coordinating specialty appointments, overseeing front desk operations, and providing general administrative support. Preferred candidates will have experience in an animal hospital setting and a strong understanding of veterinary terminology. This position requires excellent customer service and organizational skills.

Qualifications

• Experience within an animal hospital setting is preferred.
• Ability to handle multiple priorities and varying clinical unit expectations.
• Experience in maintaining professional relationships with stakeholders.

Responsibilities

• Manage referrals and appointments while ensuring high-quality service.
• Coordinate specialty appointment scheduling and respond to inquiries.
• Oversee front desk operations and provide outstanding client service.
• Assist with administrative tasks for various small animal units.

Skills

Customer Service

Veterinary Terminology

Organizational Skills

Microsoft Office Suite

Communication Skills

Education

High school diploma or equivalent

Tools

Vetview

Multi-line Phone System

Job description

Position Summary

Small Animal Client Services Floater is a dynamic role designed to support the seamless flow of the Small Animal Hospital Specialty Services. This position acts as the primary link between clients, referring veterinarians, and clinical staff. The successful candidate will remain highly adaptable, rotating among the admissions desk and client care team coordinator seats, managing referrals and appointments, and ensuring consistent, high-quality service across all small‑animal departments. The 'Floater' designation requires the ability to move between roles as daily needs dictate.

Key Responsibilities

• Referral Management – Responds to inquiries from referring veterinarians to ensure a timely and accurate exchange of medical information. Utilizes advanced knowledge of veterinary terminology to enter patient medical history and referral data directly into the hospital system. Utilizes standard billing practices to develop and communicate medical cost estimates for various specialty services. Facilitates Vet‑to‑Vet consultations to help clinicians determine if specialty referrals are recommended for specific cases. Sending and delivering text messages for medical staff as needed.

• Specialty Appointment Coordination – Facilitate scheduling, including promptly and professionally responding to the multi‑line phone system and coordinating appointments for designated specialty services. Strong computer skills and the ability to foster collaboration among various departments are essential for effective job performance. Accurately input client, patient, service, and clinician information into the VetView system to ensure a seamless flow of veterinary services throughout the hospital. Communicate with clients via email and phone to verify appointment details and provide clear, written pre‑appointment instructions. Serve as a liaison between clients and medical staff, clarifying patient care through text messages or phone calls. Maintain composure and efficiency in fast‑paced and sometimes stressful situations. Demonstrate the ability to work productively within a team environment and manage time effectively to meet deadlines involving multiple units. Proficiency in veterinary terminology and a solid understanding of hospital operations are vital for success in this role. The position plays a critical role in supporting the hospital's mission and requires a motivated, customer‑focused individual committed to delivering exceptional service.

• Admissions & Front Desk Operations – Oversee the flow and efficiency of front desk admissions for the Small Animal Hospital. Provide outstanding client service as the primary point of contact for hospital clients, from initial check‑in through their visit. Responsibilities include checking in patients, updating patient and client demographic information in the electronic record, opening orders in the system, and notifying medical personnel of patient arrivals. Additional duties include accurately generating pre‑admissions, scheduling initial referral appointments, and booking follow‑up appointments to support client care team members. The role requires initiative and the ability to anticipate and efficiently resolve client needs. Perform other related duties as assigned.

• General Administrative Support – Assists with various administrative tasks as required, maintaining the flexibility to support different small animal units during peak volume or staffing transitions.

Minimum Qualifications

High school diploma or equivalent

Preferred Qualifications

• Preferred experience within an animal hospital setting with advanced veterinary terminology utilized on a daily basis.
• Posess advanced organizational skills in handling multiple priorities involving varying clinical unit expectations and processes on a daily basis.
• Proven experience in establishing and maintaining professional relationships with multiple stakeholders that include clients, referring veterinarians, clinical teams (faculty, interns, residents, supervisors and veterinary technicians) and administrative teams (peers in client care roles, supervision and upper level management).

Knowledge, Skills, Abilities and/or Competencies

• Proven ability to deliver excellent customer service, in a calm, professional manner, during challenging circumstances.
• Ability to maintain effective collaborative relationships with faculty, staff, customers, students, and other stakeholders.
• Successful utilization of Microsoft Office Suite, especially Word, Excel, and Outlook. Ability to learn and become proficient in other programs such as Vetview.
• Ability to operate and maintain a multi‑line phone system as well as common office machinery such as a copier and printer.
• Proven knowledge of veterinary terminology.
• Excellent verbal and written communication skills.
• Able to maintain confidentiality with sensitive information.

Physical Demands

1. Lift and carry up to 15 pounds both assisted and unassisted.
2. Sit for long periods of time and use of repetitive actions during the entire work day.
3. Deliver items throughout the Veterinary Teaching Hospital through the course of the day.

Security Access

Yes

EEO Policy Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([e-mail]).