Ethos Veterinary Health
Referral Coordinator
Client Services - Fort Wayne, IN - Full Time
The Northeast Indiana Veterinary Emergency & Specialty Hospital (NIVES) has provided the highest level of specialized small animal health care to our community since 2004. We grew out of a well-established, AAHA accredited, primary care clinic originally started in this location in 1967. Over the past 20 years, we have grown into one of the largest small animal emergency and specialty hospitals in the state.
Our facility offers services in cardiology, internal medicine, surgery, and emergency and critical care. We have a team of board-certified specialists and emergency doctors committed to providing quality care to all patients. In 2015, NIVES became the only veterinary hospital in the state of Indiana to be certified as a Level II Critical Care Facility. This certification deems our hospital qualified to care for and treat even the most life-threatening cases. Our advanced diagnostic capabilities allow our doctors to diagnose and treat complicated medical conditions. These diagnostics include digital radiography, ultrasonography, electrocardiography, and computed tomography (CT).
Job Summary:
A referral coordinator acts as a liaison between clients and rDVMs to our specialty and emergency departments. They maintain records, scheduling, and ensure charges for specialty and emergency doctors. In addition, they provide products/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
The target is to ensure excellent service standards, respond efficiently to clients and rDVMs inquiries and maintain high customer satisfaction.
Responsibilities:
- Manage large amounts of incoming calls, initiate call back, confirming of appointment and scheduling there of
- Ensure records, and appropriate documentation is ready prior to scheduled appointments
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service targets and call handling expectations
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents within EzyVet
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Responsible for ensuring that all billing charges are captured in an appropriate manner. Identifies, analyzes and reconciles billing errors or omissions. Reviews patient account records and third party payer issues.
- Other duties as assigned
- Strong aptitude of verbal and written communications, presentation and relationship development
- Customer-oriented and friendly
- Prioritization and time management skills
- Teamwork oriented
- Multitasking
- Working quickly without compromising quality
- Knowledge of English language
- High school degree
- Organized and able to manage competing priorities
- Good judgment
- Able to stand and sit for exceeded periods of time
Special Working Conditions:
- Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, and move) up to 50 pounds. Lifting higher weights requires requesting assistance from another associate.
- Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
- Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
- Specific vision abilities required by this position include close vision.
- Occasionally exposed to airborne particles and illness from patients and chemicals related to animal care and office equipment.
- The noise level in the work environment is normally moderate.
- Environment where pets are present.
- The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. The team can provide more information about compensation and benefits for your specific location during the process. For positions based in Colorado, Ethos Veterinary Health provides eligible employees with paid sick and safe leave and public health emergency leave in accordance with the requirements of Colorado's Healthy Families and Workplaces Act.
Ethos Veterinary Health is 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.
