What are the responsibilities and job description for the Referral Relationship Manager position at NVA?
Description & Requirements
GENERAL OVERVIEW:
The Referral Relationship Manager (RRM) at Pet Emergency and Referral Center (PERC) plays a pivotal role as a bridge between our hospital and the network of referring veterinarians within our market and its surrounding areas, in beautiful West Palm Beach, FL. In this dynamic position, you will proactively foster patient referrals and enhance our hospital's referral revenue by cultivating and nurturing strong relationships with doctors and influential stakeholders in the referring veterinary community, helping to bring what is special about PERC to our referral partners. Your efforts will be instrumental in promoting our hospital's services and building our hospital’s brand as we continue to expand our physical footprint and service lines. As the communication hub for the referring community, you will also vigilantly oversee and enhance the referral process, ensuring rapid issue resolution and superior service. While directly accountable to the Hospital Director/Manager, you will benefit from continuous guidance, coaching, and training provided by the central Referral Marketing Group Manager. Visit our site for more information about our hospital: Emergency Vet in Palm Beach Gardens, FL | Pet Emergency & Referral Center (petemergencyandreferralcenter.com)
ESSENTIAL JOB FUNCTIONS:
• Collaborate closely with hospital leadership to define referral performance objectives and design strategic outreach and engagement strategies that align with these objectives, contributing directly to the growth of our hospital's revenue.
• Cultivate ongoing engagement with the referring community through pertinent and valuable channels such as email, phone, and face-to-face interactions. Tailor your approach to cater to the unique needs of each referring hospital and practitioner, maintaining a consistent engagement schedule to fortify positive referral relationships.
• Establish direct meetings with referring doctors and key decision-makers, delving into the distinctive needs and referral potential of each practice.
• Develop, execute, and assess the effectiveness of Continuing Education (CE) events, symposiums, hospital tours, and initiatives that recognize and engage referring practices. Collaborate with hospital leadership to formulate and manage an annual referral marketing budget, supporting all outreach events and endeavors.
• Partner with hospital marketing resources to strategize, develop, and roll out compelling engagement campaigns that effectively introduce new service offerings and highlight emerging doctors.
• Leverage the Customer Relationship Management (CRM) tool, Referral Marketing Dashboard, and advanced analytical resources available from our centralized support team to track performance metrics and leverage data insights for the refinement and evolution of our referral marketing strategy.
• Act as the central point of contact for our referring community, overseeing and measuring the referral process to expedite issue resolution and enhance service.
• Foster a comprehensive understanding of emergency and specialty veterinary services, including a deep grasp of hospital-specific differentiators.
• Additional responsibilities may be assigned as required.
QUALITIES OF A SUCCESSFUL CANDIDATE:
• Mission-driven: You find motivation and inspiration in our mission to enhance the well-being of pets and the people in our community.
• Tenacity: You bring unwavering determination and resilience to the opportunities and challenges inherent in the veterinary field.
• High Standards: You take immense pride in your work and exhibit exceptional personal accountability.
• Curiosity: You thrive on learning and devising innovative solutions for novel and intricate situations.
• Self-Starter: You possess remarkable ambition and self-motivation, taking the initiative to achieve exceptional outcomes. You excel in environments that allow for independent work with minimal supervision.
JOB REQUIREMENTS:
• A valid Driver's license and a clean driving record are prerequisites.
• Reliable personal transportation is essential for frequent local travel to referring hospitals, along with accurate weekly mileage tracking for travel reimbursement.
• Occasional flexibility in working non-standard hours to support hospital activities is expected.
PREFERRED SKILLS AND EXPERIENCE:
• An Associate or Bachelor's degree is preferred, though a comparable combination of education, training, and experience will be considered.
• 3-5 years of professional experience in roles evidencing proficiency in multitasking, effective cross-role and interpersonal communication, customer/client engagement, and fostering organizational growth.
• Experience in veterinary medicine or the animal health industry is highly advantageous.
• Enthusiasm and profound respect for the veterinary profession, which you naturally convey authentically through your interactions and communications.
• Outstanding communication skills, demonstrated across diverse channels such as in-person, phone, email, virtual meetings, and social media.
• Proficiency in technology and computer skills, including the capacity to interpret and analyze fundamental performance metrics, effectively utilizing data to drive informed decision-making.
We eagerly await the addition of an exceptional Referral Relationship Manager to our esteemed team at Pet Emergency and Referral Center. If you're driven by our mission, possess the qualities we seek, and have the skills and experience to thrive in this role, we encourage you to apply and contribute to our ongoing success.
