Client Experience & Referral Coordinator

CARE Surgery Center is a privately owned specialty surgery center who serves the Greater Phoenix area as well as out of state clientele.

The Client Experience and Referral Coordinator is responsible for the communication amongst the team, as well as bridging the gap between clientele, leadership, and support staff. The primary responsibility of Client Service and Referral Coordinator is to ensure the relationship satisfaction is a key focus across the hospital and will brainstorm and communicate with the Clinical Operations Manager to better the outcomes of patients, clients, and support staff. Ultimately, the goal is heartfelt patient care, sincere client support, and referral relationship connection.

Supervision Received

The Client Service and Referral Coordinator reports directly to the COM and collaborates closely with other members of the Customer Experience Team when considering the relationships with our referral partners. It is expected that the coordinator is capable of working independently on projects assigned within the timeframe given, whilst still working within a team atmosphere to achieve CARE’s mission statement with excellence.

Duties and Responsibilities

Duties and responsibilities include but not limited to:

● Oversees communication between CARE and our referral relationships

● Responsible for content management in social media

● Responsible for excellent client/patient experience

● Responsible for updating the referring doctor & hospital database

● Actively participates in front office and team meetings to ensure all team members are updated on referral relationship efforts

● Assist in the development of policies, procedures and SOPs to ensure outstanding and impeccable referral relations are maintained

● Serve as site collaborator between CARE Surgery Center and Referral Partners

● Visit partnering hospitals to share updates regarding CARE and the services we provide

● Attend selected annual conferences as an exhibitor as decided by leadership

● Schedule appointments accurately in accordance with CARE SOPs

● Answer incoming calls in a respectful and client focused manner

● Assist customer service representatives to become confident in outgoing communication skills

● Follow through with roles and responsibilities of a client experience representative

Qualifications

● 3-5 years of referral relationship management experience in a medical setting.

● College degree or equivalent work experience.

● Familiarity with quality and process improvement methodology.

● Ability to use MS Office programs, including MS Word, Excel and Outlook.

● Ability to accurately and efficiently use Cornerstone, Smartflow or similar solutions

● Effective problem solving and ability to analyze and use data for decision making.

● Ability to embrace, manage diversity and build and maintain successful referral relationships.

● Effectively interact with people and develop positive relationships while being tactful, respectful, and direct in communication.

● Excellent verbal and written communication skills.

● Ability to work with a variety of veterinary professionals within the Greater Phoenix region.