Position Overview:
The Care Navigator is the critical role in ensuring an outstanding experience for pet owners and veterinary teams and best possible outcomes for pets. As an team member at Arista, you will work closely with general practice veterinary teams in the community and the Arista specialty/emergency veterinary teams on behalf of the pet & pet owners to facilitate seamless integrated advanced care.
RESPONSIBILITIES & DUTIES
- Build strong relationships with community general veterinary practice teams and the Arista specialty & emergency teams
- Be viewed as an advocate by pet owners requiring advanced care for their pet
- Facilitate all communications between the pet owner and the veterinary facilities including appointment scheduling, general updates, providing support and monitoring response to treatment, and managing concise electronic medical records across systems
- Lead the Care Navigation Team including the Veterinary Medical Records Specialist and the Hospital Logistics Expert
- Keep the Collaborative Care Team connected to drive for best outcomes with resources available via team-based decision making, preventing duplication of services, identifying any gaps in care and working across the full spectrum of veterinary care delivery including telemedicine
- Serve as primary contact point for clients, primary care & advanced care; serve as triage technician for new and existing clients
- Respect and positively represent the Arista brand as well as CityVet and the community general veterinary practices
- Help develop and improve on the electronic tools needed to streamline and create more efficiencies in the provision of advanced care
- Schedule flexibility and team-focused working style
QUALIFICATIONS
- 5 required, 10+ years experience working as a veterinary professional preferred
- Experience in both general practice and specialty/ ER veterinary medicine preferred
- High emotional intelligence and highly personable and flexible communication style to serve the needs of pet owners as well as general practice, specialty and emergency veterinary teams
- Extremely organized, detail oriented and self motivated for efficient working style
- Excellent verbal & written communication skills for in-person, telephone, video, email and texting
- Ability to manage conflict
- Ability to work on diverse hospital and leadership teams
- Leadership skills to lead Care Navigation Team
- Familiarity with medical records and PIMS systems
- Extremely comfortable with medical language, medical reports and electronic healthcare communication tools
- Commitment to customer service and excellence
- Flexible, tenacious and resourceful attributes
- Bachelor’s Degree, Veterinary technical certification or equivalent experience, DVM
- Background check required; clinical acumen check
Compensation
Measured on satisfaction scores and survey tools
Caseload management