Veterinary Services Coordinator

We are seeking an experienced, highly organized Veterinary Services Coordinator to provide dedicated administrative and client-service support to a team of specialist veterinarians.

The position will support several specialists who work different schedules across the week. Some specialists work two days per week, while others work three or four days. The coordinator will provide continuity across these schedules and act as the central point of contact for clients, referring veterinarians, other doctors and internal team members.

The successful candidate will be professional, compassionate and confident managing detailed communications in a fast-paced specialist veterinary environment.

Client Communication and Coordination

• Act as a primary point of contact for clients throughout their pet’s treatment journey.
• Respond to telephone calls, emails and general client enquiries promptly and professionally.
• Book and coordinate consultations, procedures, follow-up appointments and diagnostic testing.
• Provide clients with approved information and instructions from the treating veterinarian.
• Follow up with clients as directed by the specialist.
• Escalate urgent, clinical or sensitive matters to the appropriate veterinarian or onsite team member.

Specialist Veterinary Support

• Manage the administrative requirements of multiple specialists working across different days and schedules.
• Maintain each specialist’s diary, appointments, tasks and follow-up requirements.
• Prepare draft correspondence, prescription requests and other documentation for review and approval by the treating veterinarian.
• Ensure prescriptions are issued or authorized only by an appropriately registered veterinarian.
• Assist specialists with the preparation and distribution of clinical communications.
• Monitor outstanding requests and ensure actions are completed within the required timeframes.

Referring Veterinarian and Doctor Communication

• Coordinate communications between specialists, referring veterinarians and other treating doctors.
• Request and distribute referral letters, medical histories, diagnostic results, imaging and other relevant information.
• Ensure the specialist has the necessary information before each consultation.
• Send approved reports and updates to referring practices.
• Maintain clear records of all communications and follow-up actions.

Administration and Record Management

• Accurately update client and patient records in the practice-management system.
• Maintain confidentiality and handle sensitive client and clinical information appropriately.
• Assist with general administrative tasks associated with the specialist team.
• Help develop consistent administrative processes across all supported specialists.
• Provide handovers and maintain continuity when specialists are not working.

Skills and Experience

• Previous experience in veterinary, medical, allied-health or specialist-practice administration is highly desirable.
• Strong written and verbal communication skills.
• Excellent organization, time management and attention to detail.
• Confidence managing multiple specialists, diaries and competing priorities.
• Ability to communicate professionally and empathetically with clients.
• Experience preparing professional correspondence and detailed documentation.
• Strong computer skills and confidence learning practice-management and communication systems.
• Ability to work independently while recognizing when a matter requires clinical escalation.
• High level of discretion and respect for confidentiality.

Personal Attributes

• Calm, professional and compassionate.
• Proactive and dependable.
• Comfortable working with highly experienced specialists.
• Able to prioritize urgent matters appropriately.
• Confident communicating with clients and healthcare professionals.
• Collaborative and committed to providing excellent service.

Key Measures of Success

• Client calls and messages are acknowledged within agreed response times.
• Appointments and follow-up actions are completed accurately.
• Specialists receive reliable administrative support on each of their working days.
• Referring veterinarians receive approved reports and communications promptly.
• Client and patient records are accurate and up to date.
• Outstanding tasks are monitored and escalated appropriately.
• Positive feedback is received from specialists, clients and referring practices.

Qualifications:

• Bachelor’s degree or equivalent experience in business administration or a related field.
• Proven experience as an executive assistant or in a similar role.
• Advanced proficiency in Microsoft Office suite, including power point, word, excel, Microsoft forms, along with AI platforms, Heidi Health and Chat GPT4.5.
• Ability to quickly adapt to new technologies.
• Assist in invoicing, invoice reconciliation and imputing the doctors' notes from Heidi Health into EzyVet on the patient file.
• Exceptional organizational and time-management skills.
• Strong communication abilities with proficiency in written and spoken English.
• Ability to work under pressure and meet tight deadlines.
• Excellent interpersonal skills with a collaborative team approach.
• Discretion and confidentiality of the highest order.

Others:

• Amenable to work on flexible schedule depending on the schedule of the team
• Permanent WFH* (terms and conditions apply). One-month onsite training required.
• HMO and Life insurance coverage on the first day of work.
• Company to provide internet allowance and PC.
• 20% Night Differential and Other Allowance
• Loyalty award and Others.

Benefits:

• Health insurance
• Life insurance
• Paid training
• Work from home

Experience:

• Service Coordinator: 2 years (Required)
• Executive Administration: 2 years (Required)

Work Location: In person