Referral Manager

Milano - Italy

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Referral Manager

Contract:
Salary indication: We offer a competitive annual gross salary between 42000 and 63000 based on full-time employment depending on your experience and seniority.
Location: Italy Milan

About MVH Europe

Mars Veterinary Health (MVH) Europe is a family of leading veterinary care providers committed to creating a better world for pets. Our network includes trusted brands such as AniCura and Linnaeus operating over 500 animal hospitals and clinics across 17 European countries. Together our teams deliver high-quality modern veterinary care for companion animals ensuring peace of mind for pet owners through excellent access and patient safety.

AniCura our largest brand in Europe provides care to over three million patients each year through 12500 dedicated professionals. Linnaeus operating primarily in the UK and Ireland is home to over 6000 Associates empowered to deliver exceptional care through a culture of collaboration clinical excellence and continuous development.

At MVH Europe we prioritize a culture of accountability inclusion and wellbeing. We believe our purpose to make A BETTER WORLD FOR PETS starts with building a better world for our people. Operational excellence plays a critical role in enabling scalable growth consistent quality and sustainable performance across our clinics and regions.

The role

The Referral Manager role offers the opportunity to own and elevate the national referral experience partnering with clinics to create a seamless high-quality journey that sets a new standard in the veterinary industry.

This role will begin with building the basics particularly implementing and optimizing the referral portal and the reception policy. Once these foundations are in place the role will evolve to focus on further development and growth of the referral journey.

The Referral Manager ensures that referring veterinarians experience an easy fast and professional referral process and will be accountable for delivering measurable results including increasing the number of referring clinics growing overall referral volume and improving the satisfaction and NPS of referring veterinarians.

The role supports capacity distribution by improving the connection between referral and hybrid clinics and creating better visibility of available services and capacity so patient flow can be spread more effectively across clinics.

Key responsibilities

Implementation of Referral process & flow - Portal (Konekta or equivalent)

Continuously improve workflows based on user and referrer feedback

Implementation of Reception Policy in PMS

Communication & reporting to referring vets

Ensure timely referral reports

Growing referring clinics and NPS (fundamentals)

Effective with a referring-vet database

Prioritisation and collaboration with AOD team and Client team

Identify together where the greatest needs and opportunities are across referral hospitals

Prioritise clinics requiring support in close alignment with the Area Operations Director

Ensure clinics with the highest need receive focused attention and support.

Collaborate with the Client (Marketing) Team to ensure referral hospital websites are up to date and that sufficient marketing activities are in place to attract new clients and referrers

Identification and resolution of structural issues

Support of referral clinics based on performance & capacity

Collaboration between referral and hybrid clinics

National referral network coordination

KPI Accountability

Your profile

Proven experience as an Operator in healthcare/hospitals/Veterinarian or similar
Passion for Pets and animal care

Veterinary sector knowledge / strong affinity with veterinary medicine: credibility with referrers understands cases emotions complaints

Strong relationship-building stakeholder management and excellent communication skills

Results-driven focused on NPS & relationship outcomes & KPIs

Comfortable working nationally & travelling regularly

Leading managing and influencing others

Enjoys delivering excellent service to clients

Why this role

Leadership role with direct exposure to managing people
Opportunity to make a visible difference and add value to a business
High impact operational environment

Interested

Please contact Esther van Berkel Group Corporate Recruitment Partner who will be happy to share more about this opportunity and the recruitment process.
Alternatively apply directly by submitting your resume via the apply button below.

MVH Europe is an equal opportunity employer and welcomes applications from candidates with diverse backgrounds.

Referral ManagerContract: Salary indication: We offer a competitive annual gross salary between 42000 and 63000 based on full-time employment depending on your experience and seniority.Location: Italy MilanAbout MVH EuropeMars Veterinary Health (MVH) Europe is a family of leading veterinary care pro...