Veterinary Referral Coordinator - Cardiology

Description

Veterinary Specialty Center of Seattle
- Cardiology Referral Coordinator

Lynnwood, WA

Full-time-Monday-Friday 8a-4:30p

Compensation: $19-24/hr-based on experience

Veterinary Specialty Center of Seattle in Lynnwood offers 24-hour emergency and critical care for your pet. Our AAHA-accredited team includes emergency and board-certified veterinary specialists whose approach to veterinary medicine enables them to work together in support of our mission to improve the quality of life for pets and their owners.

The purpose of this position is to provide outstanding client service. The Referral Coordinator differentiates between routine and emergency cases, schedules appointments, processes payments, manages financial information, and communicates information between clients and staff.

• Returns phone calls promptly in the order in which they were received.
• Creates appointments over the phone for clients, explaining the process based on the specific department.
• Obtain history for the patient from referring veterinarian based on the department specifications.
• Complete confirmation calls/texts with owners specifying special instructions based on the department requirements.
• Answer phones/assist with CSR duties during downtime.
• Follows established hospital guidelines for communicating with clients in different types of situations, such as general inquiries, scheduling appointments, routine and non-routine medical questions, patient emergencies, and prescription refills.
• Handles basic questions regarding hospital services, fees, and animal care and treatment in accordance with hospital policies. Appropriately directs other questions and communication to a veterinarian, Practice Manager, or other staff member.
• Uses active-listening skills to obtain all necessary medical and personal information from the client.
• Discerns any potential client problems, complaints, or questions and handles them appropriately.
• Communicates with clients as needed regarding invoices and the medical status of their pets.
• Provides clients with any information or instructions they will need prior to their appointments.
• Maintains knowledge of current wellness-care standards and common medical problems.
• Maintains current client contact information.
• Can provide referral information to clients regarding primary care vets, or other emergency clinics.
• Monitors appointment schedule and communicates with clients about wait times.
• Uses the client’s and pet’s names to personalize communication.
• Creates account for new clients and walks them through the check-in process.
• Creates a compassionate environment for clients discussing euthanasia.
• Accurately enters and retrieves records and reports and maintains the database.
• Generates financial and other reports using the computer system, as directed.
• Promotes the hospital to persons inquiring about the practice, fees, and products/services.
• Informs clients of suggested procedures to maintain their pets’ good health.
• Promote the practice’s products and services to clients, making suggestions when appropriate.
• Mails sympathy cards to clients.
• Adheres to all hospital policies, standards, and procedures, including but not limited to uniforms, grooming, smoking, and personal calls, as stated in the hospital procedures manual.
• Communicates basic patient preventative care protocols to clients.
• Maintains knowledge of the practice’s products and services.
• Improves veterinary knowledge and skills by taking advantage of in-house education materials and by participating in continuing education, staff meetings, and in-house training.
• Attends all staff and departmental meetings as requested.
• Retrieves and re-files medical records accurately and promptly.
• Purge inactive files as directed.
• Updates client files and patient records as needed.
• Scans medical documents.
• Faxes medical records to requesters, with client requests. Directs DVMs to Vet Link portal.
• Processes returned mail/postcards. Contacts client to verify and correct contact information.
• Work directly with the referring community veterinarians to facilitate a smooth appointment process providing direct…