Position: Emergency and Specialty Referral Coordinator

Department: Emergency Services

Employee Status: Non-Exempt

Reports To: Hospital Manager/ Emergency Manger 

The Emergency and Specialty Referral Coordinator is responsible for coordinating patient referrals, specialty appointments, and communication between PETS Referral Center coordinators, clients, referring veterinarians (RDVMs), and internal departments. This position serves as the primary point of contact for specialty referral coordination, ensuring timely communication, efficient scheduling, and exceptional client service while supporting the continued growth and development of specialty services within the hospital.

Referral & Appointment Coordination

●        Coordinate the complete specialty consultation process by managing referral requests, voicemails, appointment requests, and RDVM referrals while collaborating with specialty departments, clinicians, and clients to facilitate timely consultations.

●        Prioritize urgent referral requests based on patient history, clinical signs, and referring veterinarian records.

●        Review referral records, diagnostics, and medical history to facilitate efficient scheduling.

●        Ensure all required medical records and diagnostics are received prior to appointments.

●        Coordinate patient transfers between Emergency and Specialty departments as appropriate.

Client & Referring Veterinarian Communication

●        Serve as the primary liaison between PETS Referral Center, clients, referring veterinarians (RDVMs), and specialty departments.

●        Respond promptly to client and RDVM inquiries via phone, email, text, and voicemail.

●        Provide accurate information regarding appointments, medications, patient status, and follow-up care.

●        Assist clients in resolving scheduling concerns, prescription requests, and general questions regarding specialty services.

●        Conduct follow-up calls after procedures or surgeries as directed to monitor patient progress and client satisfaction.

●        Communicate professionally and compassionately during emotionally challenging situations.

Scheduling & Administrative Support

●        Manage specialty provider schedules to maximize efficiency while accommodating urgent patient needs.

●        Coordinate surgical scheduling and communicate pre-operative and post-operative instructions to clients.

●        Maintain accurate documentation within the hospital information system.

●        Ensure referral documentation is complete and properly routed to the appropriate specialty service.

●        Assist with insurance communications and documentation when applicable.

Department Support & Workflow

●        Collaborate with Emergency, Coordinators, Specialty, Client Services, and leadership teams to ensure efficient patient flow.

●        Monitor communication queues to ensure requests are addressed promptly or directed to the appropriate department.

●        Assist with hospital operations during staffing shortages or periods of high patient volume as needed.

●        Identify workflow improvements that enhance efficiency and client satisfaction.

●        Deliver thoughtful, compassionate communication regarding appointments, procedures, treatment plans, and follow-up care.

●        Support departments by providing timely and accurate communication with clients and referring veterinarians.

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