ADS Level 5- Client Service Referral Liaison - Veterinary Teaching Hospital - Atlantic Veterinary College

The Veterinary Teaching Hospital at the Atlantic Veterinary College is seeking applicants to fill a term, full time Client Service Referral Liaison position. This position is within the Client Services team of the Veterinary Teaching Hospital (VTH) at the Atlantic Veterinary College
(AVC). The primary focus is to act as a liaison between referring veterinarians, clients, and hospital services, in support of an enhanced service for clients from referral to discharge, and beyond.

The Client Service Referral Liaison will support a streamlined referral process and improved client experience, facilitating improved efficiency of communication through the hospital, as well as providing a simplified, personalized experience for the client and their referring vet.

As a member of the Client Services team, the Client Service Referral Liaison will also assist in supporting and providing back-up coverage to fulfill the duties of the Client Services Representative, in support of the hospital’s reception operations. These include processing routine scheduled and emergency hospital admissions, generating invoices and processing payments, and working with third-party financing companies and insurance providers. This will also include maintaining detailed communication and medical records, answering, directing and triaging VTH phone calls, and providing professional and compassionate phone, email and in-person client communications.

RESPONSIBILITIES:

Referring veterinarian, service and client liaison duties:

• To act as a liaison between referring veterinarians, clients, and hospital services
• To support a streamlined referral process and improved client experience
• To be a primary contact for referring veterinarians to receive routine and emergency referral requests, using the hospital’s referral processes actively and efficiently, including the online referral portal
• To receive, review and take appropriate action for routine and emergency referral requests from referring veterinarians, including clearly communicating internally and externally to gather all necessary referral documentation
• To provide a primary contact point for referral clients for scheduling appointments, clearly communicating expectations and answering questions, and connecting clients and the hospital’s clinical service teams to blend the clinical, administrative, and client-care aspects of a patient visit
• Interacting professionally with and facilitating communication between clients, referring veterinarians, students, and hospital staff
• Maintaining detailed electronic medical records in a veterinary emergency and specialty referral setting to ensure accurate communication logs and billing processes
• To take ownership of ensuring that the client and referring vet experience meets the expected high-standards of the referral hospital setting

• Provide relief support and back-up to the Client Services Representative reception team
• Process routine scheduled and emergency hospital admissions
• Schedule appointments and gather all necessary referral documentation via phone, in-person, and email
• Greeting clients, receiving appointments, processing hospital admissions, and completing retail sales
• Generate invoices and process payments, including third party financing companies and insurance providers
• Monitoring and responding to enquiries via phone, in-person, and email
• Generating invoices and processing payments, including third party financing companies and insurance providers
• Maintaining professional interactions during emotional/stressful situations
• To answer, direct and triage emergency calls appropriately and efficiently that come in through the main VTH phone lines

• May be required to work a rotating shift
• May be required to work stat holidays and during university closures
• Must have proven ability to work independently under pressure and have an ability to diffuse conflict and confrontational situations
• Must have proven reliability as responsibilities include working alone as the primary client service representative for the hospital for both routine and emergency cases
• Maintain collegial and professional interactions and communication with colleagues, students, clients and referring veterinarians at all times

• Completion of a recognized post-secondary program in a related area or an equivalent combination of education and work experience in a veterinary emergency and/or referral setting is required
• A minimum of two (2) years relevant work experience, or an equivalent combination of training / experience in a high-volume, client-facing customer service role in a veterinary hospital setting is required
• Demonstrated experience as a referral liaison/coordinator in a veterinary hospital setting is preferred
• Business / accounting / cash handling experience in a veterinary hospital setting
• Strong computer and word processing abilities
• Excellent communication and interpersonal skills
• Demonstrated abilities in customer service and reception skills in a veterinary setting required, preference given to candidates with experience in an emergency and/or referral hospital setting, and in an academic institution
• Ability to remain calm and professional while helping clients through emotional interactions
• Veterinary medical terminology diploma or equivalent veterinary clinical experience required
• Experience using electronic medical records and scheduling software is required with preference given to those with experience using RxWorks and Smartflow
• Experience using group text messaging software in a professional and educational setting is an asset