Veterinary Relations Manager

Veterinary Relations Manager | VSCS Seattle

Lynnwood, WA

More than a word, care is present in everything you do. At Veterinary Specialty Center of Seattle, we take action to provide the best care for the pets in our community.

Who we are:

The Veterinary Specialty Center of Seattle (VSCS) is a 24-hour Emergency/Critical Care and Specialty hospital. We offer a collaborative approach to veterinary medicine. We support Emergency and Critical Care, Neurology, Surgery, Internal Medicine, Cardiology, Oncology and Radiology, all in one hospital. We pride ourselves on providing compassionate medical care and exceptional client service.

We are a diverse group of assistants, licensed veterinarian technicians and doctors. We are committed to providing excellent care for our patients and clients. At VSCS we find this is best accomplished in an environment where we foster learning, function as a team while still encouraging autonomy and accountability, and make sure to laugh at least a little bit every day.

Position Overview:

The Veterinary Relations Manager serves as a liaison between Veterinary Specialty Center of Seattle and referring veterinarians within the market and surrounding areas. The VRP will be a key strategic, operations and communications representative to support the growth of referral practices. The VRP will possess and utilize a keen knowledge of local opportunities and challenges, being able to strategically navigate referral DVM and team relationships. This role manages the referral and reputation continuum for all specialty departments of the hospital. In addition, they are responsible for multi-modal marketing for the entire hospital. The VRP collaborates with other employees in the hospital and ensures efficient processes as they pertain to referrals. An ideal candidate will possess and utilize a keen knowledge of local opportunities and challenges and be able to strategically navigate referral veterinarian and team relationships.

Duties and Responsibilities

• Works with all hospital departments collaboratively to acquire extensive knowledge of clinical services and articulate in an engaging manner to represent hospital and Thrive.

• Help Develop a 'Professional Promise' that will guide all referral vet and client decisions

• Frequent outreach calls and visits to DVMs and at times supports the scheduling of new consultations with the specialists

• Develop and maintain an efficient referral management database and system including vetting information in the PMS.

• Act as administrator for the VetLink and/or records sharing system for each hospital

• Works very closely with the Client Relations Manager and CSR department, schedulers, specialty coordinator, specialty doctors, and technicians while keeping an open dialogue and direct communication.

• Demonstrates excellent customer service and EQ when speaking to clients, veterinarians, and all members of the referring hospital team.

• Actively monitors specialty doctor schedules to improve appointment fill rates through coordination with hospital staff.

• In coordination with CSR and Specialty Coordinator, generate and review monthly and quarterly fill rates and referrals with MD, PM and marketing

• In conjunction with hospital leadership, track, respond and resolve issues and concerns from referring DVMs and clients through all mediums including online.

• Reports case volumes, outreach calls, referral tracking, and/or procedure counts to hospital leadership on a monthly or quarterly basis.

• Works with marketing team to maintain and update content regularly on websites and social media pages.

• Responds to client complaints and negative reviews online within 48 hours.

• Strategically plan and execute marketing campaigns.

• Utilize PMS and/or CRM software to document and track weekly interaction with referring vets

• Assure Hospital and Thrive brand and message is meeting the strategic objectives outlined in the Pathway Plan including ongoing communication to all staff with highlights of visits

• Plan and organize CE events to be hosted by hospital.

• Plan and organized attendance in community events or regular newsletters.

• Completes all assigned tasks in a timely manner.

Requirements

• The best candidates will have experience in finding prospective new referrals, soliciting new business, as well as building and maintaining relationships.

• Proven self-starter with excellent time management, prioritization, and organizational skills

• Preference to those with experience in the veterinary or medical field.

• Strong interpersonal skills, excellent communication ability as well as problem-solving skills.

• Public relations &/or marketing experience preferred.

• At least 3 years recent experience in veterinary practice, referral setting preferred.

• Must always maintain a clean and professional appearance.

• Flexible schedule. Ability to stay late, work overtime, work weekends and/or travel.

• Must have reliable transportation.

• Able to accept and manage critical feedback.

We offer outstanding benefits including medical, dental, vision, paid parental leave, 401k, PTO, continuing education, and generous pet discounts!

Compensation negotiable based on credentials and experience with an hourly pay rate starting at $26 - $34 / hour. The actual rate offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location.