Emergency and Specialty Client Care Coordinator - Veterinary

 

 

Position: Emergency and Specialty Referral Coordinator

Department: Emergency Services

Employee Status: Non-Exempt

Reports To: Hospital Manager/ Emergency Manger 

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Job Summary

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.

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Essential Duties and Responsibilities

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.

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Client Communication & Care

●        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.

●        Maintain professionalism, empathy, and confidentiality in every client interaction.

●        Promote a positive client experience while representing PETS Referral Center's commitment to exceptional specialty care.

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Team Collaboration

●        Collaborate positively and effectively with coworkers across all hospital departments.

●        Foster strong working relationships with Emergency, Specialty, Client Services, and leadership teams.

●        Communicate clearly with veterinarians, technicians, coordinators, and client service representatives to ensure coordinated patient care.

●        Contribute to a supportive, team-oriented culture focused on outstanding patient care and client service.

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Qualifications

●        Minimum of 2–3 years of experience in a veterinary hospital or specialty referral practice preferred.

●        Previous experience in specialty referral coordination, client service, or hospital administration preferred.

●        Strong knowledge of veterinary medical terminology and specialty referral processes.

●        Excellent organizational, communication, and multitasking skills.

●        Experience working with veterinary practice management software preferred.

●        Ability to prioritize multiple tasks while maintaining attention to detail in a fast-paced environment.

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Competencies

●        Exceptional communication and interpersonal skills.

●        Strong organizational and time management abilities.

●        Excellent problem-solving and critical-thinking skills.

●        Ability to remain calm, professional, and compassionate under pressure.

●        Strong attention to detail and follow-through.

●        Ability to work independently while collaborating effectively with a multidisciplinary team.

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Physical Requirements

●        Ability to sit, stand, and walk for extended periods throughout the workday.

●        Ability to use computers, telephones, and other office equipment for prolonged periods.

●        Occasionally assist with lifting or transporting items up to 25 pounds.

●        Ability to work in a veterinary hospital environment with exposure to animals, noise, and medical equipment.

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Benefits

• Complimentary Short Term Disability
• Complimentary Life Insurance; with options to purchase additional voluntary benefits for self or family 
• Company Sponsored Employee Assistance Program (Headspace)
• 401K with 100% company match up to 3% and 4% company match for your 5% of contributions, eligible after 6 months of employment
• Florida Blue Insurance Plans with 3 tiered options; Kaiser for CA Residents
• Flexible Spending Account,  Health Savings Account or Health Reimbursement Account  options 
• United Healthcare Dental Insurance; includes a 100% paid premium option for team members
• United Healthcare Vision Insurance options
• Long Term Disability option (paid for by employee)
• Progyny-Fertility and Family Building Support
• Team Member Discounts for Pet Care
• Paid time off-inclusive of sick, personal, and vacation
• Digital Musculoskeletal Support
• Referral Bonus Program
• DailyPay on Demand
• Pay: Up to $37.00/hr, depending on experience
• Sign On Bonus for qualified candidates

United Veterinary Care (UVC) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, transgender status, national origin, citizenship, age, disability, or military or veteran status, or any other legally protected status. UVC is an Equal Opportunity EmployerMinorities/Women/Veterans/Disabled.