Receptionist/referral Care Coordinator

1 month ago

Chelmsford, Canada Espanola Animal Hospital Full time

**About Us**:
At Espanola Animal Hospital, we are dedicated to providing accessible, affordable surgical care to pets and their humans. We are not only a Canadian joint replacement centre of excellence, we also perform thousands of knee surgeries, fracture repairs and spinal procedures every year We are seeking a dynamic **Receptionist/Referral Care Coordinator** to join our team and help us build and maintain relationships with referring hospitals while providing excellent customer service to our clients.

In this hybrid role, you will serve as the face of our hospital, greeting clients, managing appointments, and promoting our services to pet owners. Additionally, you will work closely with referring veterinary hospitals, acting as a liaison to ensure that they know the status of their patients referred to our hospital. This role is essential in helping grow our referral base and maintaining strong relationships with our partner hospitals.

**Key Responsibilities**:
**Customer Service & Reception**:

- **Client Interaction**: Greet clients and their pets with warmth and professionalism, ensuring a positive experience for both pets and their owners.
- **Client Education**: Provide information about our hospital’s services, pricing, and products, ensuring clients are informed and confident in their decisions.
- **Administrative Support**: Process payments, maintain accurate records, and manage communication between clients and veterinary staff.

**Referral Management**:

- **Referral Relationship Management**: Cultivate and nurture relationships with referring veterinary hospitals and clinics. Act as the primary contact for those clinics, ensuring seamless communication and encouraging them to refer patients to our hospital for surgery and specialized care. Travel to our referring hospitals throughout the North and into the GTA to deliver treats, marketing materials, and deepen connections.
- **Outreach & Follow-Up**: Proactively reach out to referring veterinarians to update them on cases, provide feedback, and ensure client satisfaction. Send regular follow-up communications to maintain a strong, ongoing partnership.
- **Promote Services to Referring Hospitals**: Educate referring veterinary staff on the surgical and specialty services we offer, emphasizing our team’s expertise and state-of-the-art facilities. Share success stories and case studies to highlight the quality of care we provide.
- **Increase Referrals**: Work collaboratively with the veterinary team to develop strategies and initiatives aimed at increasing the volume of referrals. Offer incentives or promotional programs for referring clinics, as appropriate.
- **Track Referrals & Sales Goals**: Monitor referral trends, track growth, and ensure that goals related to referrals and sales are being met.

**Collaboration with the Veterinary Team**:

- **Internal Communication**: Work closely with the medical and administrative team to ensure that all referred patients receive the highest level of care and that referring veterinarians are updated on treatment plans and outcomes.
- **Team Support**: Provide support in other areas of the hospital as needed, especially during busy periods or when additional coverage is required.

**Qualifications**:

- High school diploma or equivalent; additional education or certifications in sales, customer service, or veterinary care is a plus.
- Previous experience in a receptionist, sales, or customer service role, preferably within a veterinary or healthcare setting.
- Proven experience in relationship management, sales, or business development, with a track record of successfully increasing referrals or sales.
- Strong communication skills, both verbal and written, with the ability to build rapport and trust with referring veterinarians and clients.
- Ability to multitask and manage competing priorities in a fast-paced environment.
- A passion for animals and a desire to contribute to their well-being.
- Basic computer skills and proficiency in scheduling and CRM software.
- Ability to work both independently and as part of a collaborative team.
- Driver’s licence and access to a reliable vehicle (mileage is paid)
- _Please note this position involves some Saturday shifts. _

**Why Join Us?**
- **Impact**: Help improve the lives of pets and make a difference in the community by connecting pet owners with the care their pets need.
- **Dynamic Role**: A blend of customer service and sales, offering variety and the opportunity to make meaningful connections within the veterinary community.
- **Growth Opportunities**: We are committed to the professional development of our team and offer opportunities for growth within the organization.
- **Team Culture**: Join a supportive and friendly team that values collaboration and mutual success.
- **Perks**: Competitive salary, employee discounts on products and services, and benefits such as unlimited continuing education budget and paid international travel

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