Referral Relationship Manager

Phoenix, AZ, United States

REFERRAL RELATIONSHIP MANAGER

Location: Buckeye, AZ or Queen Creek AZ

Reports To:  Referral Group Manager (direct report)/Hospital director (indirect report)

FLSA Status:  Full-Time

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 Referral Marketing Group Manager in collaboration with their on-site Hospital Director (indirect report) and receives ongoing support, coaching, and training from both the Referral Marketing Group Manager and hospital leadership teams.

This is a full-time position and the Referral Relationship Manager will report to the Referral Group Manager (direct report)/Hospital director (indirect report).

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 opportunity of each individual 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 engagement campaigns to successfully launch new service offerings and promote new doctors.

Actively leverages the 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.

Actively utilizes the customer relationship management (CRM) tool to log hospital visit communications and other pertinent information needed to track hospital outreach.

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.

Manages referring veterinary hospital communications via media platforms in collaboration with the field marketing team.

Facilitates and attends community and veterinary outreach events.

May perform other job duties as assigned.

QUALITIES OF A SUCCESSFUL CANDIDATE: Communication: You have the ability to communicate effectively with people of various backgrounds and career levels to build strong, lasting relationships.

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 a 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-motived, and take 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.

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.

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. 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.

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