Customer relations manager Jobs in Salt Lake City, UT

Description

Advanced Veterinary Care is seeking a Veterinary Relations Partner to join our team!

The Veterinary Relations Manager [VRM] serves as a liaison between the practice and referring
veterinarians within the market and surrounding areas. The VRM will be a key strategic, operations, and communications representative to support the growth of referral practices and our specialty service lines. The VRM will possess and utilize a keen knowledge of local opportunities and challenges and be able to strategically navigate referral veterinarian and team relationships. This role manages the referral and reputation continuum for all specialty departments of the hospital. In addition, they are responsible for multi-modal local marketing for the entire practice including other assigned service lines, hospitals, or strategic focus areas. The VRM collaborates with other employees in the practice and ensures efficient processes as they pertain to referrals.

Responsibilities:
Leading with Your Head
Understanding business, solving problems, and making decisions through inclusive contributions of others
• Help Develop a ‘Professional Promise’ that will guide all referral veterinarian and client decisions.
• Develop a call routing schedule for the purpose of engaging our top referring practices and
veterinarians, and prospecting our next generation of top tier referring practices.
• Work alongside hospital leadership and specialists to schedule routine ride-along visits with Thrive
Specialists to referring hospitals to facilitate referral growth.
• Plan and execute referring hospital visits 4 days per week, with a goal of approximately 30 practice
visits per week.
• Utilize PMS and/or CRM software to document and track weekly interaction with referring vets,
including call notes and reach/frequency targets for each referring veterinarian practice.
• Meet new business volume goals/targets in year over year referral business growth.
• Act as administrator for the rVetLink and/or records sharing system for each practice.
• Actively monitor specialty doctor schedules to improve appointment fill rates through coordination
with practice staff.
• In coordination with CSR and Specialty Coordinators, generate and review monthly and quarterly
fill rates and referrals with practice and field leadership, as well as marketing team.
• Report case volumes, outreach calls, referral tracking, referral revenue and procedure counts to
practice leadership monthly.
• Ensure that referral hospital complaints are shared directly with hospital leadership to address
immediately.
• Plan and organize CE events to be hosted in different venues, including hotel meeting space,
restaurant meeting space, customer sites, and Thrive Specialty practice.
• Work with our Medical team to secure RACE or state board CE credit for medical education events
• Plan and organize attendance in community events, local VMA meetings, and newsletters.
• Complete all assigned tasks in a timely manner.

Leading with Your Heart
Interpersonal aspect of leading with Emotional Intelligence (EQ), effective use of influence, working
together constructively and creatively
• Demonstrate excellent customer service and EQ when speaking to clients, veterinarians, and all
members of the referring practice team.
• Assure Practice and Thrive brand/message is meeting strategic objectives outlined in the Thrive
Plan, including ongoing communication to all staff with highlights of visits.

Leading With Your Hands
The art of bringing people together to leverage their skills, talents, and knowledge to achieve a common
purpose with greater results.
• Work closely with the CSR department, schedulers, specialty coordinators, Specialist DVM’s and
technicians, keeping an open dialogue and direct communication.
• Works with all practice departments collaboratively to acquire extensive knowledge of clinical
services and articulate in an engaging manner to represent practice and thrive.
• In coordination with CSR and Specialty Coordinators, generate and review monthly and quarterly
fill rates and referrals with practice and field leadership, as well as marketing team.

Key Qualifications:
• Has an extensive knowledge of the hospital, doctors, processes, and policies.
• Upholds Thrive core values and standards.
• Must always maintain a clean and professional appearance.
• This position requires 80% field facing travel and the ability to keep a flexible schedule, potential to
work overtime, work weekends and/or travel.

• Must have reliable transportation.
• Able to accept and manage critical feedback.
• Capable of leading, managing, influencing, and coaching staff at all levels regarding marketing best
practices and marketing initiatives and support.
• Excellent interpersonal communication skills.
• Excellent time management and self-management skills
• Holds and practices a “do the right thing” mentality.
• Sales experience is preferred.
• 3+ years in Veterinary industry experience preferred.
• 5+ years in Marketing experience preferred.

Pay Range: $22-$25/hr based on experience

We offer outstanding benefits including medical, dental, vision, paid parental leave, 401k, PTO, continuing education, and generous pet discounts!