Job Description

GENERAL OVERVIEW:

The Referral Relationship Manager (RRM) serves as a liaison between a hospital and referring veterinarians within the market and surrounding areas. This position actively drives patient referrals and hospital referral revenue by identifying, cultivating, and maintaining positive relationships with doctors and key decision-makers in the referring veterinary community. The RRM develops and executes meaningful engagement activities to promote hospital services and philosophies. The RRM serves as the main communication hub for the referring community and actively monitors and measures the hospital referral process to resolve problems quickly and improve service. This position reports directly to the Hospital Director/Manager but receives ongoing support, coaching, and training from the centralized Referral Marketing Group Manager.

ESSENTIAL JOB FUNCTIONS:

Works directly with hospital leadership to identify referral performance goals and develops outreach and engagement strategies to successfully execute these goals to drive hospital revenue.

Consistently engages the referring community with relevant and valuable email, phone, and in-person communications. Customizes outreach and interactions based on the individual needs of each referring hospital and doctor. Maintains a regular engagement schedule to continually develop positive referral relationships.

Meets directly with referring doctors and key decision-makers to better understand the needs and the referral opportunities of each practice.

Plans, executes and evaluates the efficacy of CE/Symposium events, hospital tours, and referring practice recognition and engagement events. Works in partnership with hospital leadership to develop and track an annual referral marketing budget to support all outreach events and activities.

Works in partnership with hospital marketing resources to plan, develop, and execute strategic marketing campaigns to successfully launch new service offerings, promote new doctors and drive business for services with additional capacity or unique service offerings.

Works in partnership with hospital leadership to monitor and address hospital reputation management needs.

Actively leverages the Customer Relationship Management (CRM) tool, Referral Marketing Dashboard, and other advanced analytic tools offered by the centralized support team to track performance metrics and use data to inform and evolve practice referral marketing strategy.

Serves as the main point of contact for the referring community and helps monitor and measure the referral process to resolve problems quickly and improve service.

Continually builds a competitive knowledge of emergency and specialty veterinary services including a deep familiarity and understanding of hospital-specific differentiators.

May perform other job duties as assigned.

QUALITIES OF A SUCCESSFUL CANDIDATE:

Mission: You are motivated and inspired by our mission to improve the lives and well-being of pets and people in our community.

Grit: You bring determination and a strong will to the challenges and opportunities that come with working in the veterinary field.

High Standards: You take pride in your work and have very high individual accountability.

Curiosity: You are energized by learning and finding creative solutions to new and challenging situations.

Self-starter: You are highly ambitious, self-motivated, and take the initiative to achieve results. You thrive in environments that allow you to work independently with minimal supervision.

JOB REQUIREMENTS:

Must possess a valid Driver’s license and clean driving record.

Must have reliable personal transportation for frequent local travel to referring hospitals and the ability to accurately track weekly mileage for travel reimbursement.

Schedule includes Monday – Friday.

Ability to occasionally work uncommon hours to support hospital activities.

PREFERRED SKILLS AND EXPERIENCE:

Associate or bachelor’s degree is preferred, but not required. The equivalent combination of education, training, and experience will be considered.

3-5 years of professional experience in a role that demonstrates the ability to successfully manage multiple projects and priorities, effectively communicate across a diversity of roles and individuals, actively engage customers or clients, and drive organizational growth.

Professional experience in veterinary medicine or the animal health industry is preferred.

Enthusiasm, and deep respect for the veterinary profession and the ability to convey this authentically through communications and interactions.

Excellent communication skills and the ability to work effectively across a variety of channels including in-person, phone, email, virtual meetings, social media, etc.

Proficient technology and computer skills and the ability to read, interpret, and analyze basic performance metrics and use data to drive decision-making.

COMPENSATION AND BENEFITS:

Ethos Veterinary Health 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.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions. Pacific Northwest Pet ER & Specialty Center provides equal employment opportunities (EEO) and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Pacific Northwest Pet ER & Specialty Center complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall transfer, leaves of absence, compensation, and training.

Salary Range: $55,000 - $60,000

NVA Compassion-First is now Ethos Veterinary Health

We are excited to announce Ethos Veterinary Health as our new name. Ethos is the new, industry-leading community of legacy Ethos Veterinary Health, Compassion-First Pet Hospitals, SAGE Veterinary Centers, and legacy NVA Specialty and Emergency hospitals. This powerful new community brings together a dynamic network of ~145 hospitals, an unmatched team of experts, cutting-edge technology, and an unwavering commitment to the advancement of the animal health profession and better patient outcomes.

Our commitments to the industry, the profession, our teammates, and our patients, will not change, and in fact will be stronger than ever, as we forge new ground as this new dynamic community.

Ethos Veterinary Health 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, EVH 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.

Ethos Veterinary Health 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.