Specialty Care Coordinator

Veterinary Referral Center of Central Oregon; Bend (OR); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401K matching

CE stipends

Profit sharing

Job summary

Veterinary Referral Center of Central Oregon (VRCCO) invites applications for a Specialty Care Coordinator (SCC). You will deliver exceptional customer service to referring partners and pet parents, coordinating with multiple specialty services to schedule patient guests correctly and gather medical records prior to appointments.

The role requires strong verbal and written communication, active listening, empathy, and the ability to multitask in a fast-paced veterinary hospital.

Qualifications

• High school diploma or GED required.
• Minimum 1 year experience in a fast-paced administrative customer service role in veterinary emergency and/or specialty hospital setting.
• Preferred 3 years in a veterinary clinical setting.

Responsibilities

• Coordinate referrals and transfer requests with incoming/outgoing patient guests and multiple doctors/departments.
• Maintain medical records and ensure prerequisites for consultations are complete.
• Provide exceptional customer service and educate pet parents about conditions and procedures.
• Assist with scheduling planning and manage the specialty waitlist.
• Ensure clear, proactive communication with pet parents and referring veterinarians.
• Document interactions and utilize hospital information systems.
• Support timely follow-up calls and discharge instructions.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Empathy

Delegation

Problem solving

Education

High school diploma or GED

Job description

At the Veterinary Referral Center of Central Oregon (VRCCO), you will become a vital member of a dynamic team dedicated to providing exceptional veterinary care. Our approach combines a commitment to compassionate, individualized care with evidence-based practices, ensuring strong connections between our staff and the patient-guests and pet parents we serve. Here, you will discover a culture founded on teamwork, compassion, and going beyond expectations—leading to a fulfilling and impactful career in veterinary medicine.

Why Choose VRCCO?

VRCCO is recognized as a leader in advanced pet care, offering a diverse range of specialty and emergency services designed to meet the needs of our community. We currently provide dermatology, internal medicine, medical oncology, surgery, ophthalmology, neurology, physical rehabilitation, urgent care, and emergency services. To improve the experience for our patients and help support our amazing team, we have created a purpose-built veterinary hospital campus, with a 26,000 sq. ft. facility to serve our community. As we work together to prioritize the well-being of our patient guests, we are equally dedicated to our heroes (employees). We invest in competitive compensation and comprehensive benefits to support your health and well-being, both now and in the future.

We are the only organization with Vet Cadets Childcare located at our flagship location and only a short drive from our Urgent Care facility. VRCCO has been Great Place To Work Certified since 2021. Come see the difference for yourself and be a part of our team. With abundant opportunities for continuing education and career advancement, you can develop a long and successful career with us.

Job Summary:

The Specialty Care Coordinator (SCC) provides excellent customer service to referring partners and pet parents through clear communication of expectations for patient guests scheduled with our specialists. They are responsible for elevating the patient guest and pet parent experience. They work closely with numerous specialty services to ensure that referring patient guests are scheduled appropriately, medical records are collected prior to the appointment and are knowledgeable in client education for an array of conditions and procedures. The position requires strong verbal and written communication skills with an emphasis on active listening and empathetic communication to deliver exceptional, personalized service. This position also requires at tention to detail, strong computer and digital skills, the ability to triage medical situations, to delegate tasks and directions to others, and to take delegation and direction from others. The ability to multi-task efficiently in a fast paced environment is crucial.

Essential Functions include but may not be limited to:

• Schedule : Tuesday - Friday 8:00-6:30pm (subject to change)
• Collaborate with veterinarians and staff to create a great working environment where the needs of the pet-parents, patient guest, support staff, and doctors are met and our core values are lived.
• Coordinate referral and transfer requests for incoming and outgoing patient guests. Working closely with all doctors and departments through intradepartment coordination.
• Ensure referred patient guests are scheduled with the appropriate specialty service.
• Medical record management to ensure the veterinarians have all necessary diagnostics, imaging and notes prior to consultations.
• Facilitates clear and consistent communication with all team members and pet parents. Prepare pet parents for appointment readiness and set expectations.
• Provide additional resources and information for medical travel cases.
• Ensure electronic pre-appointment paperwork and reminders have been received.
• Ensure pet parents are receiving follow up calls in a timely manner, facilitate questions, reiterate discharge instructions and act as the liaison between pet parents and doctors as necessary. Provide oversight to ensure all referral partners receive summaries and test results.
• Maintain proper documentation of all interactions as necessary. Utilize PIMS and AI systems.
• Manages the specialty waitlist.
• Maintain and promote a clean and professional environment in the hospital area.

Other

• Discussing treatment plans, collecting initial payments and finalizing invoices.
• Assist with scheduling planning guide building.
• Other duties as assigned.

Client Communications

• Provide exceptional and personalized experience to our pet parents and referring veterinarians.
• Turn challenging, high-pressure situations into positive experiences through empathetic and proactive communication.
• Maintain communication inboxes and find solutions for pet parents awaiting clinical staff’s response.
• Provide pet parents with updates and discharge instructions when appropriate.
• Maintain specialty email correspondence

Continuous Improvement and Training:

• Utilize CE incentives and take part in in-house training to increase clinical knowledge

Education & Experience:

• High school diploma or GED required.
• Minimum of 1 year of experience in a fast-paced administrative customer service role in veterinary emergency and or specialty hospital setting.
• Preferred 3 years in a veterinary clinical setting.

Knowledge, skills, and abilities and/ or competencies:

• Ability to multitask, prioritize and delegate tasks
• Excellent verbal and written communication skills.
• Identify problems, plan and implement solutions.
• Have a thorough knowledge of different specialty services and their procedures and workflows/schedules.
• Have a thorough knowledge of veterinary medicine, disease process, medications and treatments.
• Lift and carry up to 40 lbs-Team lift and carry up to 100 lbs
• Apply common sense understanding to carry out instructions, deal with problems with concrete variables and draw appropriate/accurate conclusions.
• Sit, stand, stoop, bend and walk intermittently during the day on hard floor surfaces.
• Wear all protective gear including mask, gloves, gown, hairnet, safety goggles etc.
• Work within an environment that has high levels of animal sounds, bodily fluids that need disposal, and open wound management.

The above duties are not an exclusive list..

Benefits Highlights

• Medical: Multiple plan options with 70% coverage
• Dental/Vision: Multiple plan options with 50% coverage
• Profit sharing available for all heroes (employees)
• Savings: 401K matching program
• Stipends for continuing education

EEO Statement:

VRCCO believes that a diverse and inclusive workforce is essential to our One Team success. All employment decisions are based on merit, experience, ability, performance, and business needs.