Job Description

Closing Date: 2026-02-14
Job Type: Permanent
Job Level: Skilled
Experience: Between 3 - 5 Years
EE/AA: No
Summary
An established and progressive Small Animal Hospital is seeking a highly organised, detail-oriented Referral Coordinator to manage and oversee the referral journey for patients requiring specialised care. This pivotal role serves as the central link among specialists, referring veterinarians, pet owners, internal clinical teams, and insurance providers--ensuring a seamless, professional, and compassionate referral experience from admission through post-discharge.
Position Overview

• The Referral Coordinator is responsible for the end-to-end coordination of referral cases, ensuring accuracy, efficiency, and clear communication at every stage of the patient journey.

This is an excellent opportunity for a proactive professional who thrives in a collaborative clinical environment and is passionate about delivering outstanding service to patients, clients, and referring veterinarians alike.
Apply online or contact amanda@optivet.co.za for more information.
Description
Referral Case Management - Incoming Cases

• Receive, review, and process referral requests, verifying patient details and eligibility.
• Create and maintain accurate patient profiles on Avimark and CoVet, ensuring all referral histories and supporting documentation are uploaded.
• Provide preliminary cost estimates for consultations, diagnostics, and treatment plans to clients and referring veterinarians.
• Clearly communicate pre-consultation instructions to pet owners, including scheduling, costs, and expectations.
• Ensure specialists receive complete clinical histories and diagnostic information for thorough case assessment.

Ongoing Case Coordination

• Act as a primary point of contact for owners and referring veterinarians, providing regular updates on patient progress
• Communicate and clarify treatment plans with owners and internal teams as required.
• Handle owner queries promptly, professionally, and with empathy
• Expedite referrals to appropriate specialists, prioritising cases according to clinical urgency
• Coordinate in-patient physiotherapy sessions with physiotherapists
• Support the Clinic Administrator and Finance team by managing or escalating billing and insurance-related queries

Diagnostics, Procedures & Specialist Support

• Schedule and coordinate diagnostics and procedures, including MRI and CT scans (in-house and off-site)
• Organise transport, prepare imaging teams, manage timelines, and upload completed scans for specialist reporting.
• Provide day-of assistance to specialists, including surgical schedule coordination and case flow management.
• Confirm pre-operative diagnostics and client communication are completed before procedures.

Post-Discharge Care

• Prepare and distribute formal referral reports, summaries, and updates to referring veterinarians.
• Provide discharge instructions to owners where required
• Manage post-operative queries, prescriptions, and straightforward concerns, escalating clinical issues appropriately
• Schedule follow-up appointments and coordinate post-mortems when necessary

Administration & Collaboration

• Maintain accurate, up-to-date patient records, reports, communications, and follow-up actions.
• Assist with insurance pre-authorisations and cost estimates requiring clinical input.
• Collaborate closely with specialists, nurses, reception, and finance teams to ensure efficient case progression.
• Adapt to dynamic schedules and shifting priorities while maintaining professionalism at all times

Minimum Requirements

• Highly organised with exceptional attention to detail
• Confident communicator with strong interpersonal skills
• Able to manage multiple cases simultaneously in a fast-paced clinical environment
• Professional, adaptable, and calm under pressure
• Experience in a veterinary, medical, or referral-based coordination role will be advantageous.

Skills Required