Referral Liaison

Pet Services of Washington, P.S.; South Weymouth (MA); On-site; USD 25,000 - 29,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Paid time off

Employee pet discount

VetGirl Subscription Discount

Fear Free Certification Sponsorship

Penn Foster Program Discounts

Job summary

VCA Animal Hospitals in the United States seeks a personable Referral Liaison to support referral clients for our specialty services. Under policy direction, you will help with daily tasks, coordinate with pDVMs, and maintain excellent client service at all times.

You will manage telephone inquiries, keep records updated, obtain necessary records, and educate clients on the referral process and home care as directed by the doctor.

Qualifications

• High School Diploma required.
• College or college-equivalent education is preferred.
• Must be friendly, outgoing and people oriented.
• Excellent communications skills, both written and oral.

Responsibilities

• Client Relations: Build rapport with clients and pets; assist with referral process communications.
• pDVM Relations: Facilitate referrals and obtain medical records for appointments.
• Telephones: Answer calls promptly and with proper etiquette.
• Maintain Computer Records: Keep client and patient records updated and organized.

Skills

People oriented

Communication skills

Telephone skills

Computer skills

Multitasking

Education

High School Diploma

College education preferred

Job description

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.

Referral Liaison Duties and Responsibilities

• Client Relations
• pDVM (Primary Veterinarian) Relations
• Telephones
• Record Keeping

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

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.

Physical Requirements

• 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, lift and type constantly during a minimum of 8 hours a day.
• Visual acuity sufficient to maintain accurate records, recognize people and understand written directions.
• Ability to speak and hear sufficiently to understand, give information in person and over the telephone.
• Fine motor skills adequate for utilizing office equipment, computers, etc.
• Adhere to appropriate dress code to include proper scrubs and nametag.

Pay commensurate with experience in the range of $18-$21 per hour.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee pet discount
• Access to the exceptional care of our veterinarians and specialists
• Health insurance
• Paid time off
• Penn Foster Program Discounts
• VetGirl Subscription Discount
• Fear Free Certification Sponsorship

Schedule:

• 6, 8 or 10 hour shifts available
• Some holidays required
• Some weekend hours required
• Night shifts available

What Makes Us Different

We're more than just a veterinary hospital - we're a community that truly cares. We're passionate about supporting the well-being of both pets and the people who love them.

We're also committed to environmental sustainability. Our dedi