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Referral Relationship Manager
3 months ago
Position Title: Referral Relationship Manager
Reports To: Referral Group Manager/Hospital Director
FLSA Status: Part-Time, Non-exempt
GENERAL OVERVIEW:
The Referral Relationship Manager (RRM) serves as a liaison between a hospital and referring veterinarians within the market and surrounding areas. This position actively drives patient referrals and hospital referral revenue by identifying, cultivating, and maintaining positive relationships with doctors and key decision-makers in the referring veterinary community. The RRM develops and executes meaningful engagement activities to promote hospital services and philosophies. The RRM serves as the main communication hub for the referring community and actively monitors and measures the hospital referral process to resolve problems quickly and improve service. This position reports directly to the Referral Marketing Group Manager to receive ongoing support, coaching, and has a secondary reporting to the Hospital Director to ensure collaboration and cohesion with the clinical teams.
ESSENTIAL JOB FUNCTIONS:
- Works directly with hospital leadership to identify referral performance goals and develops outreach and engagement strategies to successfully execute these goals to drive hospital revenue.
- Consistently engages the referring community with relevant and valuable email, phone, and in-person communications. Customizes outreach and interactions based on the individual needs of each referring hospital and doctor. Maintains a regular engagement schedule to continually develop positive referral relationships.
- Meets directly with referring doctors and key decision-makers to better understand the needs and the referral opportunity of each individual practice.
- Plans CE/Symposium events, hospital tours, and referring practice recognition and engagement events and executes these events with the help of hospital employees and leadership teams. Works in partnership with hospital leadership to develop and track an annual referral marketing budget to support all outreach events and activities.
- Works in partnership with hospital marketing resources to plan, develop and execute strategic engagement campaigns to successfully launch new service offerings and promote new doctors.
- Actively leverages the Customer Relationship Management (CRM) tool, Referral Marketing Dashboard and other advanced analytic tools offered by the centralized support team to track performance metrics and use data to inform and evolve practice referral marketing strategy.
- Serves as a primary point of contact for the referring community during their working hours and helps monitor and measure the referral process to resolve problems quickly and improve service. Ensures that the referring community knows their alternative primary contacts during non-scheduled hours.
- Continually builds a competitive knowledge of emergency and specialty veterinary services including a deep familiarity and understanding of hospital-specific differentiators.
- May perform other job duties as assigned.
QUALITIES OF A SUCCESSFUL CANDIDATE:
- Mission: You are motivated and inspired by our mission to improve the lives and well-being of pets and people in our community.
- Grit: You bring determination and a strong will to the challenges and opportunities that come with working in the veterinary field.
- High Standards: You take pride in your work and have very high individual accountability.
- Curiosity: You are energized by learning and finding creative solutions to new and challenging situations.
- Self-Starter: You are highly ambitious, self-motivated, and take initiative to achieve results. You thrive in environments that allow you to work independently with minimal supervision.
JOB REQUIREMENTS:
- Must possess a valid Driver’s license and clean driving record.
- Must have reliable personal transportation for frequent local travel to referring hospitals and the ability to accurately track weekly mileage for travel reimbursement.
- Associate or bachelor’s degree is preferred, but not required. The equivalent combination of education, training, and experience will be considered.
- 2-3 years of professional experience in a role that demonstrates the ability to successfully manage multiple projects and priorities, effectively communicate across a diversity of roles and individuals, actively engage customers or clients, and drive organizational growth.
- Professional experience in veterinary medicine or the animal health industry is preferred but not required.
- Enthusiasm, and deep respect for the veterinary profession and the ability to convey this authentically through communications and interactions.
- Excellent communication skills and the ability to work effectively across a variety of channels including in-person, phone, email, virtual meetings, social media, etc.
- Proficient technology and computer skills and the ability to read, interpret and analyze basic performance metrics and use data to drive decision-making.
- $26-$29/hr depending on experience
- Eligible for PT benefits, vacation pay/sick days in line with BC employment standards, Discounts for staff pets etc.
Ethos Veterinary Health is at the forefront of innovation and world-class medicine. As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Committed to revolutionizing veterinary medicine, Ethos sets the standard in veterinary excellence. Discover more at EthosVet.com.
Ethos Veterinary Healthis an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
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