Referral Relationship Manager, Pacific Care ER and Specialty

ABOUT US:
At Pacific Care Pet Emergency & Specialty, we are committed to providing exceptional care for the pets in our community. Our services include Emergency Care, Critical Care, Oncology, Surgery, Cardiology, and Internal Medicine. We are dedicated to treating each pet with compassion, as if they were our own, and working collaboratively with primary care veterinarians to ensure comprehensive treatment. Our mission is to enhance the quality of life for animals, and as a team, we continually advance our medical expertise to deliver the highest standard of care to our patients. 

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 requires a dual reporting structure and reports directly to the Referral Group Manager (functional manager) with a secondary reporting line to the local Hospital Director.

The base annual salary range for this position is $75,000-$85,000 with a quarterly incentive plan.

ESSENTIAL JOB FUNCTIONS:

• Works directly with hospital leadership to identify referral performance goals and develops outreach and engagement strategies to successfully execute against 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, executes and evaluates the efficacy of CE/Symposium events, hospital tours, and referring practice recognition and engagement events. 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 the main point of contact for the referring community and helps monitor and measure the referral process to resolve problems quickly and improve service.
• 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 a 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-motived, 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.
• Ability to occasionally work uncommon hours to support hospital activities.

PREFERRED SKILLS AND EXPERIENCE:

• Associate or bachelor’s degree is preferred, but not required. The equivalent combination of education, training, and experience will be considered.
• 3-5 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.
• 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.

COMPENSATION AND BENEFITS:

• The base annual salary range for this position is $75,000-$85,000 with a quarterly incentive plan. Our pay ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
• Full-time benefits include medical, dental, vision, short & long- term disability option, company paid life insurance, flex- spending account, 401(k), Employee Assistance Program, uniform & CE allowance provided annually.
• Generous pet service discount which can be used at any Ethos hospital or Urgent Care.