Referral Process Design Manager

Job Description

The Referral Relations Process Manager (RRPM) will help strengthen and scale referral processes across our national network. This role is ideal for a strategic, operations-focused leader who is motivated by purpose-driven work and thrives in complex, multi-site environments.

About the Role:

The RRPM partners with hospital leadership teams, field operations, and cross-functional stakeholders to assess referral workflows, design optimized solutions, and lead implementation across the Ethos network. This role combines process improvement, project management, and change leadership to drive consistency, efficiency, and alignment with referral partner expectations.

You will serve as the central owner of referral process optimization, ensuring that hospitals are supported with clear workflows, tools, and guidance that enable exceptional service delivery.

What You'll Do:

• Evaluate and document referral workflows to identify opportunities for improvement and standardization.
• Design and deploy referral process solutions supported by SOPs, training materials, and performance tools.
• Partner with hospital leadership teams to guide implementation and reinforce adoption.
• Lead change management efforts that support teams through operational and cultural transitions.
• Provide hands-on support during and after implementation, resolving issues and escalated concerns.
• Monitor performance and continuously refine processes to support operational excellence and referral partner satisfaction.

What Makes You Successful in This Role:

• You are deeply motivated by Ethos' mission to inspire hope through unparalleled care and its vision to revolutionize veterinary medicine.
• You bring grit, resilience, and determination to your work, especially when supporting veterinary professionals in demanding environments.
• You hold yourself to high standards and take strong ownership of outcomes.
• You are curious by nature and energized by learning, problem-solving, and finding creative solutions.
• You are a self-starter who thrives in independent, fast-paced environments and takes initiative to achieve results.
• You lead with a servant-leader mindset, prioritizing people, collaboration, and long-term success.

Qualifications:

• Bachelor's degree in business administration, operations management, information systems, engineering, finance, management or a related field.
• 7+ years of experience in business process management, multi-site operations, project management, client or customer experience, referral management within healthcare or veterinary environments, or similar roles where process improvement and change initiatives are central.
• Experience with Lean, Six Sigma, Agile, or similar methodologies is highly desirable.
• Familiarity with veterinary PIMS systems and integrations, specifically EzyVet and rVetLink is strongly preferred.
• Background in healthcare or veterinary operations is required.
• Willingness to travel up to 50%.

FLSA Classification: Exempt

The base salary range for this full-time position is $98,500-$129,150 annually. Our salary ranges are primarily determined by role, level, and location. The range provided for each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

• This role is not open to receiving agency candidates and any contingent submissions will not be honored. #LI-Remote

National Veterinary Associates (NVA) is a leading North American pet health care company with nearly 1,300 locations spanning general practice veterinary hospitals, Ethos emergency and specialty hospitals, and pet resorts and equine veterinary care. With approximately 40,000 team members, we care for pets and support pet families in communities across the United States and Canada. Our purpose is to give pets and the people who love them more quality years together, and our mission is to make care more personal, easy and accessible while advancing medicine and care across every stage of life. Across NVA, we support our teams with the resources, expertise and opportunities they need to deliver exceptional care and help shape the future of veterinary and pet care.

Purpose: Give pets and the people who love them more quality years together

Mission: Transform the pet family experience to be personal, easy and accessible, while advancing medicine and care across every stage of life.

Values: Care Deeply, Do What's Right, One Team, Own It, Shape What's Next

One NVA: Bringing General Practice & Ethos Together

NVA is built to make care personal, easy and accessible, while advancing medicine across every stage of a pet's life.

At National Veterinary Associates, we want to make sure your experience connecting with us is seamless and straightforward. Here's what to expect when interacting with us:

• We'll always reach out via verified LinkedIn profiles or emails ending in @nva.com
• We may also contact you via text message from an identified NVA representative for recruiting-related communication
• All job opportunities and applications are hosted on our official careers site: careers.nva.com
• There is no cost or confidential information required to apply or be considered for a position

If you have any doubts about a communication, feel free to visit our careers page to verify authenticity or email us at hiringhub@nva.com. Thank you for exploring opportunities at NVA!

NVA 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, NVA 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.

NVA 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.

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Location:

United States

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