Specialty Services Liaison - PetVet Care Centers

Overview: The Specialty Liaison represents NVS in a professional, friendly, and positive manner, acting as the first point of contact and ensuring a welcoming environment for visitors and team members alike. Whether assisting in person or over the phone, the Specialty Liaison projects the values of NVS and provides critical day-to-day support to the front desk and treatment staff.

Key Responsibilities:

• Medical Records Coordination: Obtain Medical Records (MER) from referring veterinarians (rDVM) when needed.
• Treatment Planning: Create treatment plans and estimates following the direction of DVMs. Utilization of Instinct software.
• Client Communication: Manage specialty service callbacks, providing clients with regular updates on their pet's status. Perform follow up calls 24-48 hours post discharge.
• Client Consultations: Review treatment plans with clients and address any concerns, including financial considerations, ensuring transparency and alignment.
• Financial Transactions: Collect deposits as required; utilize CSR team as appropriate.
• Prescription Preparation: Prepare and label prescriptions prior to patient discharge.
• Laboratory Protocols: Work with Lead Technician to facilitate diagnostic procedures, in-house lab work and reference laboratory submissions.
• Discharge Protocols: Review discharge instructions with clients, offering comprehensive homecare education.
• Euthanasia Support: Set up Room 8 as needed, assist with patient-family interactions, and communicate patient status with the CSR team. Provide support for aftercare preferences and handle charge-out processes collaboratively. Collaborate with Lead Technician to facilitate preparation for aftercare.
• Condolence Outreach: Send condolence cards to clients as needed.

Competencies:

• Interpersonal Skills: Demonstrates strong communication skills to positively influence and guide hospital staff, fostering teamwork and a unified approach. Ability to communicate with compassion and empathy during client interactions.
• Resourcefulness and Adaptability: Exhibits initiative, effectively adjusting to changes and efficiently completing tasks in a dynamic environment.
• Compliance: Understands and adheres to hospital compliance regulations, ensuring all actions meet established standards.
• Time Management: Skilled in prioritizing tasks, multitasking, and staying organized to meet urgent demands effectively.

The essential functions listed in this job description represent key duties within this position. However, management may assign additional responsibilities not specified here if they align logically with the role.