Client Care Administrator

6 months ago

BurtonOnTrent, United Kingdom Linnaeus Full time

**Overview**:
**West Midlands Veterinary Referrals is a small, friendly referral practice based in Burton on Trent. Our new state of the art hospital was opened in 2019 and we are proud to offer well equipped and high-quality facilities enabling us to provide the best care for our patients and clients. We welcome a very wide range of cases in Orthopaedics, Soft Tissue Surgery, Spinal surgery, and Medicine.**:
**Our award-winning hospital is proud to have been awarded the ISFM Cat friendly silver award and the IIE bronze award for sustainability.**:
**The future of the veterinary world is at the heart of everything we do. We are all individual but two important things bring us together: a commitment to excellence and our passion to make “A BETTER WORLD FOR PETS”.**:
**The Team**:
**You will be working alongside Colleagues that are devoted to giving our clients and their beloved pets the best possible care and making every step of their journey with us a positive and memorable one.**:
**Our Client Care Team are the first point of contact for Clients, Patients and Referring practices and they are extremely professional and highly skilled, this ensures all that come to us get a Gold level of service.**:
**The Role**:
**We have an exciting opportunity to join our Client Care Team, we are looking for an individual who is passionate and can provide outstanding client care and give a wonderful and positive client experience. If you are looking for the chance to make a difference and love a challenge this is a role for you.**:
**The Team is dedicated to being friendly, positive and professional and are the heart of the practice.**:
**The Client Care Team work Monday to Friday with no weekends or Bank Holidays. With shifts varying from 7:15am - 7:30pm.**:

- ** 3**0 hours a week**:

- ** 5 Days a week**:

- ** Times will vary between 7:15am starts and 7:30pm finishes.**:
**Key Responsibilities**:

- ** Answer the phone promptly and courteously; be flexible in taking multiple inbound calls.**:

- ** Strong multi-tasking skills**:

- ** Take, record and pass on messages accurately**:

- ** Promote our services and products**:

- ** Ensure smooth movement of clients and pets from the waiting room to payment processing**:

- ** Work towards our goal of 100% collection of fees for services rendered**:

- ** Process payments accurately and efficiently, and allocate against the appropriate invoiced items on the client’s record**:

- ** Scheduling appointments efficiently, maintaining flexibility for clients**:

- ** Understand basic information relating to pet healthcare insurance, and collate any necessary information to facilitate processing of claims**:

- ** Be able to work well in a busy environment and be able to independently prioritise workload**:

- ** Be familiar with the practice website, to guide clients and enquirers through to relevant sections**:

- ** Be able to assist clients in understanding invoices and be able to breakdown treatment received**:

- ** Deal with requests for help from vets, nurses and administration staff wherever possible**:

- ** Deal with client complaints according to the practice complaints procedure, and escalate to the appropriate person when necessary**:

- ** Use common sense and sensitivity, particularly in cases of euthanasia, terminal illness, or severe injury**:

- ** To provide support to the Debt Administrator by chasing and obtaining client debt.**:

- ** To provide support to the Insurance Administrator by liaising with Insurance companies, ensuring claims are submitted in a timely manner.**:

- ** Be able to demonstrate an in-depth knowledge of the insurance process and advise clients of any missing information that would hinder a pre-authorisation.**:

- ** Communicating to clients any outcome of pre-authorisation or Direct Claim.**:

- ** Daily Diary-Management checking on Client accounts to ensure all information has been collected from the Client Care Advisors and relay any missing information to Insurance Administrator.***:
**Benefits**:

- ** 5 weeks annual leave plus bank holidays and Birthday Leave**:

- ** Extensive free online Linnaeus CPD program**:

- ** Career progression opportunities**:

- ** Staff discount scheme for pet care**:

- ** Life Assurance**:

- ** Enhanced sickness pay**:

- ** Enhanced equal family leave**:

- ** E-car salary sacrifice scheme**:

- ** Employer contribution pension scheme**:

- ** Wellness program including**:

- ** Employee assistance program**:

- ** Eyecare voucher scheme**:

- ** Free annual Flu jab**:

- ** Cycle to work scheme**:

- ** Recruitment referral reward scheme.**:
**About us**:
**West Midlands Veterinary Referrals is a state-of-art veterinary hospital offering small animal surgical referral services. The award-winning hospital welcomes a wide range of orthopaedic, spinal, and soft tissue surgical cases, and is proud to have been awarded the ISFM Cat-friendly silver award and the IIE bronze award for sustain

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