Referral Coordinator - Freemans Bay

Referral Coordinator – Freemans Bay, Auckland

Support our team to offer excellent customer service and clinical support to our Emergency & Specialist Referral Veterinary Hospital in Freemans Bay, Auckland.

Bring your clinical experience to make a real difference for pets and their people every day

Work within a small, close‑knit team to support our clinical team

Work in a modern clinic with onsite parking

Join ARC, a leading 24/7 emergency and specialist referral veterinary hospital, where compassionate care and teamwork are at the heart of everything we do.

We’re looking for a capable, compassionate and experienced Referral Coordinator to join ARC Vets in a full‑time position, supporting our client services team at our busy emergency and specialist veterinary hospital. As the key link between referring veterinarians, specialists, clients, and our hospital teams, you'll bring not only outstanding organisational and customer service skills but also the clinical knowledge needed to understand referral requirements, coordinate complex cases, and help deliver an exceptional experience for both patients and those caring for them.

This is a hands‑on position which will play a pivotal role in delivering ARC's commitment to making referrals easy. As the primary point of contact for referring veterinary clinics, clients, and internal teams, this role is responsible for ensuring the referral process is smooth, responsive, and efficient from the first enquiry through to admission and ongoing communication.

The role is critical to maintaining strong relationships with referring veterinarians by ensuring referral enquiries, particularly urgent and complex referrals, are handled promptly and professionally. Referring clinics should receive timely responses regarding case acceptance, appointment availability, estimated costs, referral requirements, and any other information needed to support patient care and decision-making. The Referral Coordinator helps ensure that referring veterinarians feel supported, informed, and confident that their patients will receive the care they need without unnecessary delays or administrative barriers.

A key purpose of the position is to reduce the administrative workload placed on veterinarians, nurses, and other clinical team members. By coordinating referrals, managing communications, gathering and distributing relevant information, and overseeing referral-related administrative processes.  The Referral Coordinator enables clinicians to focus their time and expertise on patient care. The role acts as an essential link between referring clinics, clients, and ARC teams, ensuring information flows efficiently and that patient needs, expectations, and priorities are communicated effectively across the organisation.

We're New Zealand's leading emergency and specialty hospital group, independent, family-owned, specialist-led, and home to two state-of-the-art 24/7 hospitals in Auckland, with a third hospital opening in Wellington in 2027.

About the Role

This is a busy role, so confidence, empathy, and strong clinical and organisational skills are essential.

As Referral Coordinator, you will

Assist with Referring Vet queries and transfers ensuring that these are prioritised appropriately for the appropriate specialty service and level of urgency and any immediate actions are completed.

Demonstrate sound clinical judgement and follow established referral pathways and decision making frameworks to determine the path for assessment and treatment.

Work collaboratively with specialists, emergency veterinarians, senior nurses and other clinical team members to confirm service availability and the most appropriate pathways for patients.

Facilitate transfers of patients and co-ordinate and communicate patient transfers, handovers and supporting information and requirements relating to this.

Provide referring vets with accurate information regarding service availability, costs and processes.

Manage queries by phone, email, and in‑person enquiries & appointments from referring vets and clients/visitors.

Undertake patient registration and support document management to ensure patient records are complete, accurate and easily accessible.

Review and update client and referring vet information

Process payments and billing, including sensitive fee discussions

Cover general call centre or client services duties when able

What we’re looking for

Nursing or other clinical qualification or experience in order to understand/interpret and communicate referring vet requests and ARC clinical responses, this includes understanding symptom presentations provided to them to determine urgency and to support transfers of patients from the referring clinic to ARC Vets by phone handover.

Previous clinical experience and/or qualification to interpret, correctly route advanced specialty level cases and to filter referral queries and requests

Ideally be able to demonstrate experience in a referral clinic/hospital environment

Proven record of providing outstanding customer experience with a compassionate approach

Computer confidence and ability to learn new systems.

A genuine love of animals and their people.

Be calm and kind in interactions with staff and patients.

Excellent organisational and communication skills with a positive, flexible, team‑focused attitude High degree of computer literacy.

Display a high degree of accuracy and detail orientation in administrative tasks.

Highly effective in time management.

Demonstrated ability to effectively manage competing priorities, organise workloads, and deliver high-quality outcomes within tight timeframes. Able to adapt to changing demands, exercise sound judgement, and maintain accuracy and attention to detail in a fast-paced environment while tracking tasks and providing regular updates.

What we offer

Supportive, friendly, and values‑driven team culture

Wellbeing support

Onsite parking

A fantastic team

An active social committee with optional events throughout the year

Hourly rate $30-$35 per hour

Eligibility

You must have the legal right to work in New Zealand

Why ARC?

We're New Zealand's leading emergency and specialty hospital group, independent, family-owned, specialist-led, and home to two state-of-the-art 24/7 hospitals in Auckland, with a third hospital opening in Wellington in 2027.  ARC is home to more than 160 veterinary professionals.  We are a 24-hour emergency and specialist referral hospital offering expertise in:

Emergency & Critical Care

Internal Medicine

Surgery

Neurology

Radiology

Ophthalmology

Oncology

Dermatology

We're also proud to be home to New Zealand's only veterinary MRI.

Our modern facility includes CT, in-house laboratory services, ultrasound, endoscopy, mechanical ventilation, and dedicated cat and dog reception and ward spaces.

You'll work alongside specialists, residents, interns and experienced emergency clinicians in an environment built around learning, collaboration and clinical excellence.

Our values

Our values guide how we work and support one another

• We are one team
• We do right by our patients
• We value growth
• We take ownership
• * We make referrals easy
• We employ like-minded people who love animals, their people, and delivering exceptional care.
• What's Next?
• If you're looking for meaningful responsibility and room to grow your career, we'd love to hear from you.
• Apply now with your CV and application today, applications close 15th November 2026.
• We can't fit everything into a job advertisement, so if you have questions about the role, please get in touch at [email protected]
• Welcome to your next adventure with ARC Vets.