Referral & Operations Manager, Route 66

Referral & Operations Manager

Location : Route 66 Veterinary Emergency & Specialty Center Albuquerque, NM (On-site) Reports To : Hospital Director (direct) & Referral Group Manager (secondary)

Job Summary

This hybrid role combines two core responsibilities : strengthening and managing Route 66's relationships with referring veterinary practices (50%) and overseeing hospital operations, client service, and team support (50%).

The Referral Relationship & Operations Manager partners closely with the Hospital Director, Medical Director, Referral Group Manager, and Education Manager to help drive revenue, maintain operational efficiency, improve the client experience, and build meaningful connections within the local veterinary community. This role also plays a key part in shaping a positive, resilient workplace culture rooted in high-quality patient care and exceptional service.

Compensation

$62,000-65,000 salary

Responsibilities

Referral Relationship Management (50%)

Develops outreach strategies with hospital leadership to support referral growth and revenue goals through email, phone, and in-person communications with referring veterinarians.

Acts as the central liaison for the referral community, serving as their primary point of contact for inquiries, client or patient concerns, and timely, thoughtful conflict resolution.

Plans, executes, and evaluates CE events, hospital tours, recognition events, and referring practice engagement activities.

Partners with hospital marketing resources to promote new services, new doctors, and other priority messaging.

Utilizes CRM tools and advanced data analytics to track performance and adjust strategy.

Supports and attends community events, veterinary outreach activities, and local relationship-building initiatives.

Operations Management (50%)

Client Experience & Customer Service Leadership

Oversees and continuously improves client service workflows, protocols, and service standards.

Ensures the client service team is thoroughly trained and accountable for following established SOPs.

Coaches, evaluates, and develops direct reports through performance reviews, feedback, and measurable KPIs.

Supports client issue resolution and proactively identifies service improvement opportunities.

Leads customer service staff in a collaborative, solutions-oriented manner to support hospital growth and patient flow.

Hospital Operations & Compliance

Oversees OSHA and safety compliance across the hospital.

Manages and maintains the hospital's workers' compensation program.

Supports onboarding efforts in partnership with HR and Operations leadership.

Collaborates with the Education Manager and leadership team to enhance continuing education programs and staff development.

Works with NVA / Ethos tech partners to support efficient hospital operations, client service tools, and referring veterinarian workflows.

Provides resources, support, and guidance to hospital staff while contributing to a resilient, positive workplace culture.

Administrative & Financial Support

Manages daily deposits and collaborates with the Finance Manager on payroll changes, CE funding requests, and related processes.

Assists the Hospital Director with annual staff reviews.

Partners with the Education Manager on audits and training initiatives.

Hires qualified candidates for clerical and client service roles, working closely with HR on sourcing and selection.

Provides support during staffing shortages or high-volume periods.

Qualifications

Required

Minimum 5 years of operations or office management experience.

Minimum 1 year of people leadership experience.

Excellent written, verbal, and interpersonal communication skills.

Proficiency with Microsoft Office and comfort with CRM and analytics tools.

Highly organized and self-motivated; able to juggle multiple projects and deadlines.

Strong decision-making, problem-solving, and conflict resolution skills.

Ability to work both independently and collaboratively.

Valid driver's license, clean driving record, and reliable personal transportation for travel to referring hospitals.

Ability to occasionally work evenings or weekends for outreach events or hospital needs.

High School Diploma or GED.

Preferred

Bachelor's degree.

CPVM credential.

Previous experience in veterinary medicine, animal health, or healthcare.

Experience with client service leadership and / or referral marketing.