Referral Relations Process Manager

About the Role:

The RRPM partners with hospital leadership teams, field operations, and cross-functional stakeholders to assess referral workflows, design optimized solutions, and lead implementation across the Ethos network. This role combines process improvement, project management, and change leadership to drive consistency, efficiency, and alignment with referral partner expectations.

You will serve as the central owner of referral process optimization, ensuring that hospitals are supported with clear workflows, tools, and guidance that enable exceptional service delivery.

What You'll Do:

• Evaluate and document referral workflows to identify opportunities for improvement and standardization.
• Design and deploy referral process solutions supported by SOPs, training materials, and performance tools.
• Partner with hospital leadership teams to guide implementation and reinforce adoption.
• Lead change management efforts that support teams through operational and cultural transitions.
• Provide hands-on support during and after implementation, resolving issues and escalated concerns.
• Monitor performance and continuously refine processes to support operational excellence and referral partner satisfaction.

What Makes You Successful in This Role:

• You are deeply motivated by Ethos' mission to inspire hope through unparalleled care and its vision to revolutionize veterinary medicine.
• You bring grit, resilience, and determination to your work, especially when supporting veterinary professionals in demanding environments.
• You hold yourself to high standards and take strong ownership of outcomes.
• You are curious by nature and energized by learning, problem-solving, and finding creative solutions.
• You are a self-starter who thrives in independent, fast-paced environments and takes initiative to achieve results.
• You lead with a servant-leader mindset, prioritizing people, collaboration, and long-term success.

Qualifications:

• Bachelor’s degree in business administration, operations management, information systems, engineering, finance, management or a related field.
• 7+ years of experience in business process management, multi-site operations, project management, client or customer experience, referral management within healthcare or veterinary environments, or similar roles  where process improvement and change initiatives are central.
• Experience with Lean, Six Sigma, Agile, or similar methodologies is highly desirable.
• Familiarity with veterinary PIMS systems and integrations, specifically EzyVet and rVetLink is strongly preferred.
• Background in healthcare or veterinary operations is required.
• Willingness to travel up to 50%.