Client Care Team - Referral Coordinator

High school diploma or equivalent and 2 years of related experience

• Preferred experience within an animal hospital setting with advanced veterinary terminology utilized on a daily basis.
• Exceptional customer service skills
• High level ability to retain large amounts of information to recall at a later time.

First point of contact for veterinarians calling in referrals to the Veterinary Teaching Hospital (VTH). Ensures accurate and detailed medical history of each referred patient available to VTH specialists while operating a busy telephone system. Utilizes advanced knowledge of veterinary terminology to communicate referring veterinary diagnosis and coordinate consultation. Decisions are based upon VTH policies and practices.

-Possesses proven knowledge of veterinary terminology.

-Proficiency with MS Office suite applications and office machines like fax, copier, scanner, etc.

-Excellent verbal and written communication skills.

-Can maintain confidentiality with sensitive information.

-Can utilize computer technology for all applications in a manner that meets performance expectations.

-Can remember, organize, and consistently focus on large amounts of detail and come to appropriate conclusions.

-Involves lifting and carrying up to 15 pounds, both assisted and unassisted.

-Sit for long periods of time and use of repetitive actions during the entire work day.

-Walk and deliver items throughout the Veterinary Teaching Hospital through the course of the day. Use of stairs and different/uneven walking surfaces is common.

>Responds in a timely and professional manner to calls from referring, community based, veterinarians as well as VTH personnel.

>Utilizes advanced knowledge of veterinary terminology to communicate referring veterinary diagnosis, appropriate VTH specialty service, and coordinate assessment/consultation.

>Enters patient medical data/history directly into Vetview system while communicating with referring veterinary.

>Works within VTH billing policies and practices to develop an accurate medical cost estimate of specialty services for client/patient discussion and decision making.

>Accurately applies knowledge of VTH procedures and protocols to routine and unique situations, ensuring all proper mandates are followed when commencing a referral.

>Support all appointment desk activities by coordinating appointments for designated specialty services.

>Communicates with clients via email and phone to confirm all appointment information is accurate and pre-appointment instructions and details are provided in writing. Acts as liaison between client and medical staff for clarification of patient care through text messages or phone calls. Handle fast paced and sometimes stressful situations with a calm demeanor and no reduction in proficiency.

Works as part of the specialty services team as a dedicated client support person to facilitate resolution of client issues. Will mediate with clinicians on the service and the client to improve satisfaction and understanding of patient care provided. Will work with VTH management to resolve issues outside the scope of this position. Additional duties as determined.