Specialty Coordinator - Ophthalmology

Specialty Coordinator - Ophthalmology

Department: Client Service Representative

We are seeking an experienced Client Service Representative to join our Specialty Coordinator team for the Ophthalmology service!

We are seeking an administrative professional with a passion for client relationship building. The Ophthalmology Referral Coordinator will work to provide exceptional communication and assistance to our referring community. (S)He will meet and greet clients and their pets and shall provide assistance during the transition process of becoming a client/patient with our board-certified Ophthalmologist. 

Our Coordinator will not only coordinate and represent all facets of client services, but shall also provide knowledge to our pet parents along the way to make the experience as smooth and seamless as possible. (S)He will serve as a goodwill ambassador for the service, as well as the hospital. 

At VCA Animal Hospitals, we take our mission statement – your pet’s health is our top priority and excellent service is our goal – very seriously.   With every opportunity, we aim to exceed each pet owner’s expectations.
We’re looking for a personable yet highly professional “service extraordinaire” to join us in delivering our mission to our clients and their pets.

Why We Need You
As the face of the Ophthalmology service at VCA Family and OVSC, the Ophthalmology Referral Coordinator sets the tone for the service as we build and maintain each client's trust and confidence in our abilities. The Coordinator is a pivotal role around which the service operates and is responsible for, but not limited to:

• Client Service and Communication

  • Communicate consultation expectations for pet owners, for example:

    • Ophthalmology consultations involve . . .

    • Things to know for your Appointment: Curbside, bring all medications, 10 minutes late policy

• Answer Telephones, Make Appointments and Manage Schedule

  • Facilitating calls and emails from referral veterinarians and their representatives – Handling their requests from start to finish.

  • Maintain appointment schedule by booking and confirming new consults and rechecks, as well as fill openings in the schedule

• Referral Management

  • Coordinate referral and transfer requests from referring practices, working closely with all departments and hospital teams.

  • Receive and review referrals, present referrals to the ophthalmologist with an idea of level of urgency according to triage list

• Medical Records Management

  • Obtain and upload medical records in timely manner for review prior to all appointments

  • Sending our medical records to the referring Veterinarian after the patient is seen by the ophthalmologist

• Referring Hospital Communication Management

  • Maintain updated referral hospital contacts and information

  • Notify referring doctors when the ophthalmologist will be out of office

• Service Knowledge

  • Knowledge of basic ophthalmology terminology (ophthalmology glossary provided)

  • Pharmacy – Comfortable discussing basics of medications

Qualifications, Education and Experience:

• High School Diploma. 

• 1+ years of customer service experience in veterinary field.

• Organized and dependable.

• Task-driven and focused.

• Motivated and curious to learn.

Knowledge, Skills and Abilities:

• Excellent client service skills.

• Excellent phone skills. 

• Strong experience with computers and digital applications.

• Must be friendly, outgoing, relationship-centered and “people-oriented.”

• Excellent verbal and written communication skills.

• Ability to work in a team-oriented environment.

• Well groomed, organized and detail-oriented.

• Ability to take direction well and have excellent attention to specific details.

• Ability to handle money accurately and honestly. 

• Must possess sound decision-making skills for determining best course of action.

• Must be able to multi-task and stay efficient while working in a fast-paced environment of stress.

• Utilize strong time management skills to successfully manage and complete multiple projects simultaneously within tight deadlines.

Compensation: $21/hr

BENEFITS:
We offer competitive compensation along with a comprehen