Job 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



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.



Between 3 - 5 Years