Specialty Referral Coordinator & Liaison

The goal of a Referral Coordinator is to develop, cultivate and maintain unique relationships with the hospital’s referral and potential referral base. Those relationships should be different and separate from the medical aspect of the hospital and should allow open communication, consultative needs analysis, creative problem solving, and ultimately allow you to plan your approach to building revenue based on the needs of your referral base. The result of these unique relationships will not only be an increase in revenue, but also a growth in services and the leveraging of strong offerings within your hospital. 

Building relationships with the local veterinary community so that they become aware of the service and care offered at the hospital. 

·        Track growth in revenues and referrals from targeted accounts to quantify impact.

·        Identify low referrers, visit, and address concerns, monitor outcome.

·        Identify top referrers and cultivate the relationship.

·        Serve as initial contact for veterinarians who call for consultation of referral services. Set appointments and process transfers to ensure timely transmission and start of services.

·        Serve as a liaison for client/patient resources.

·        Ensure all documents from the rDVM are received prior to schedule appointment.

·        Ensure all communication and faxes are received at the rDVM’s practice in a timely manner.

·        Fax, email or mail medical records, lab results, and/or radiographs after each visit to primary referring veterinarian.

·        Combine customer service excellence with sales skills to develop the relationships we have with our clients, as well as positively impact our business.

·        Demonstrate a thorough understanding of the ways in which the practice can help the referring DVM’s provide a higher level of medicine while building their business.  

·        Build relationships with the local veterinary community so that they become aware of the services and care offered at the practice.

·        Play a key role in the practice’s success, as his/her immediate interaction with clients impacts revenue, repeat visits and satisfaction.

·        Schedule appointments; coordinate and direct all activities related to referring veterinarians (rDVM); contact appropriate clinicians for consultation request or appointment; develop and improve processes and procedures for servicing the rDVM community; develop and maintain database of rDVM information; maintain referral guide; cultivate relationships with rDVM. 

·        Work directly with our specialists in coordinating patient needs for our busy practice

·        Understanding urgent patient and rDVM concerns and handling this immediately

·        Make sure rDVM have current and adequate supplies of the hospital’s brochures, magnets and referral forms.  

·        Send client cards and letters, i.e., thank you notes, sympathy cards, welcome cards, as directed by management team.

·        Work well with all team members and ensure that your actions support the hospital, the doctors and the practice philosophy.

·        Conduct quality control calls and submit questionnaires to rDVM to make sure their expectations and their client’s expectations are being consistently met.

·        Identify the DVMs that do not refer business but should be (based on geography). Develop and implement a plan to improve referrals with each practice identified.

·        Coordinate with management visits to local referring DVMs and our specialists.

·        Work closely with the Hospital Manager to maintain a consistent message, planning strategy; and resolving issues.
·        Work with the Hospital Administrator to develop direct mail, fax blast and other communication strategies to keep the referring DVMs aware of the hospital and new services offered.

·        Perform other duties as assigned.

·        Knowledge of hospital procedures for assembling patient records in their required order and sequence and for recording a variety of veterinary practitioners’ orders for patient activities, diet, test and treatments in order to maintain an accurate and permanent report of patient information.

·        Knowledge of spelling and meaning of commonly used veterinary terminology (e.g. terms of anatomy, physiology, diseases, tests, etc.) in order to accurately enter specific information into patient records.

·        Requires skill in obtaining information from owners to complete records, in giving instructions for scheduling appointments and therapeutic activities and in relaying the practitioners’ orders concerning animal care and treatment.

·        Strong client service skills.

·        Strong leadership, communication and motivations skills. Has the ability to direct, guide and assist a group of individuals.

·        Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.