Clinical Admin / Referral Coordinator

Beecroft Animal Specialist & Emergency Hospital

Job Summary

The Referral Coordinator plays a key role in managing referral cases and coordinating communication between referring veterinary clinics, specialists, internal departments, and pet owners. This position ensures smooth scheduling, accurate case management, and seamless patient flow within a fast-paced specialist and emergency hospital environment.

The role also supports operational efficiency by maintaining accurate records, coordinating appointments, and delivering a professional and compassionate client experience.

Key Responsibilities

Referral Coordination & Case Management

• Coordinate incoming referral cases from external veterinary clinics and internal departments
• Manage referral appointments, admissions, and follow-up scheduling
• Liaise with specialists, ECC veterinarians, nurses, and reception teams to ensure smooth case flow
• Monitor referral case progress and follow up on pending appointments, diagnostics, and reports
• Optimize appointment scheduling to minimise delays and maximise resource utilisation
• Support the coordination of urgent, complex, or escalated referral cases where required

Communication & Client Service

• Serve as a key liaison between referring veterinarians, pet owners, and the Hospital
• Provide professional and timely updates regarding appointments, specialist availability, and case progress
• Maintain clear and consistent communication across departments and stakeholders
• Deliver high standards of customer service and client experience

Medical Records & Administrative Support

• Ensure referral documents, medical histories, diagnostic reports, and imaging are accurately received and uploaded into the system
• Maintain accurate and confidential patient records in accordance with hospital protocols
• Coordinate with clinicians to ensure referral reports and discharge summaries are sent promptly to referring clinics
• Maintain accurate scheduling and case documentation within hospital management systems

Operational & Team Support

• Support daily referral and front desk operations during peak periods when required
• Assist in monitoring specialist calendars and referral schedules
• Ensure compliance with hospital SOPs, workflows, and service standards
• Identify opportunities for workflow improvements and support process optimisation initiatives
• Build and maintain positive working relationships with referring clinics and business partners
• Support referral engagement and communication initiatives
• Assist in strengthening referral network partnerships and collaboration efforts

Requirements

• Diploma or equivalent qualification preferred
• Prior experience in veterinary, healthcare, specialist clinic, hospitality, or coordination roles is advantageous
• Strong organizational and multitasking abilities in a fast-paced environment
• Excellent communication and interpersonal skills with a client-focused approach
• Proficient in Microsoft Office and scheduling/administrative systems
• Ability to maintain professionalism, discretion, and confidentiality at all times

Preferred Attributes

• Strong attention to detail and administrative accuracy
• Able to work collaboratively with multidisciplinary teams
• Customer service-oriented with good problem-solving skills
• Able to work independently and manage competing priorities effectively
• Experience with veterinary management systems (e.g. EzyVet) is an advantage

Working Environment

Fast-paced specialist and emergency veterinary hospital environment requiring close coordination across multiple clinical departments and stakeholders.