Referral Relationship Manager

Ethos Veterinary Health•Mundelein, IL

36d

About The Position

The Referral Relationship Manager (RRM) plays a pivotal role as the primary liaison between the home hospital and the broader network of referring veterinarians, both within the market and surrounding areas. Tasked with driving patient referrals and increasing hospital referral revenue, the RRM excels at identifying, cultivating, and sustaining positive relationships with doctors and key decision-makers in the referring veterinary community. In addition to engaging in field activities, the RRM for Premier Veterinary Group-Orland Park is responsible for planning, organizing, and executing community events that promote hospital services and philosophies. Through these events, they foster meaningful connections and enhance the hospital’s presence within the local community. The RRM develops and implements strategic engagement initiatives to highlight hospital offerings, facilitate productive communication, and support the hospital’s mission. Serving as the central communication hub for the referring community, the RRM actively monitors and evaluates the hospital referral process to swiftly resolve issues and continuously improve service quality. This role features a dual reporting structure, with direct oversight from the Referral Group Manager (functional manager) and a secondary reporting line to the local Hospital Director, ensuring comprehensive support and alignment with hospital objectives.

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 work uncommon hours to support hospital and community activities.

Nice To Haves

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.

Responsibilities

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.
Collaborates with Field Marketing to create and distribute marketing collateral for the hospital and for all community events.
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.
Plans, executes and evaluates all community events. Works in partnership with hospital leadership and field marketing to develop and track an annual marketing budget to support all community events and activities.
Continually builds a competitive knowledge of emergency and specialty veterinary services including a deep familiarity and understanding of hospital-specific differentiators.