The posting
The Referral Care Coordinator manages the VES Referral Centre. You are required to have a basic understanding of the expertise of each of our specialists and the functions of their department. You will also be required to understand the advanced imaging capabilities of our hospital to be able to advise the general vet clinics and referred clients what we can offer as a specialist and referral hospital.
Your role will also be to assist in maintaining communication with the general vet clinics in a professional manner and ensure that necessary follow ups are carried out for each patient referred.
Together with the Referral Care Manager, you will oversee and manage the appointment schedules of each specialist and facilitate the communication between the various specialists and our emergency department, when required.
This is an exciting opportunity for a motivated individual who has experience in the vet industry to be part of a growing team at the forefront of the Singapore Veterinary Referral market.
Appointment Scheduling Management
- Scheduling and confirming of referral appointments for our specialists from various departments.
- Managing service specific cancellation lists
- Manages any doctor reschedules due to urgent/ad-hoc surgeries and blocks schedule as needed
- Manage appointment fit in requests
- Communicating concerns and feedbacks from clients to our various specialists and department veterinarians.
- Confirming diagnostic appointments for surgeries, CT and MRI scans with clients and communicating appointment instructions.
Management of patient histories from referring clinics
- Reviewing of referral forms and medical histories received from the referring clinics.
- Ensure all relevant medical histories (including x-rays, ultrasound scan reports, blood tests, etc) are received and in order prior to confirming the appointment with the client.
- Obtain any other required information from referring clinics as requested by our specialist prior to the consult appointment date.
- Understand and recognise common medical conditions that get referred from GP clinic to specialist hospital
- Communicate pertinent points of a referral case internally to various specialist departments, to ensure patient is referred to the appropriate department
- Be able to communicate professionally with referring clinics when clarification about a case is needed
- Be able to communicate referring protocol clearly with referring clinics when they are not adhered to
- Recognise urgent medical conditions and prioritise cases for referral
- Motivated to improve existing referral protocols to ensure efficiency in referral
- Build longstanding relations with referring clinics to establish VES as the preferred referral choice
Management of referral protocols
- Ensure referral booking protocols are followed for each department.
- Update and maintain a database of primary care practitioners/ general vet clinics and veterinarians in Singapore.
- Develop and review of referral appointment booking protocols for specialist department.
- Coordinate any feedback from each specialist department with regards to the referral booking protocol
- Assisting the Referral Care Manager to manage feedback from various primary care practitioners/ general vet clinics to the Vet Referral Representative to help improve our referral protocols and communications between the referral veterinarians and our specialists.
