Client Care Team Member

6 months ago

Winchester, United Kingdom Anderson Moores Veterinary Specialists (AMVS) Hampshire Full time

**Client Care Team (CCT) Member**

40 hours per week - Monday to Friday (with participation in the bank holiday and weekend rota when required).

**Purpose of the role**

The purpose of this position is to serve as a member of the reception team providing an excellent service to our clients, visitors, and referring vet practices. This will include arranging appointments, keeping accurate records, various clerical duties related to patient care, treatment, and helping to facilitate accurate communications between clients, veterinary surgeons, our nursing teams, and hospital manager.

Our Client Care Team should create the image and the first impression of our business, remaining calm, courteous, and professional. Our Client Care Team Members should make a positive impression, ensuring clients feel confident in our service, and help to set clients at ease if they are worried.

This position requires a practical knowledge of the hospital’s organisation and services; the basic rules and regulations governing visitors; dispensing restrictions; basic animal patient treatment; recognition of an emergency; accuracy in transcribing information/messages and a practical knowledge of the standard procedures, veterinary records and terminology used in the practice.

**Job Summary**

Our Client Care Team (CCT) Members play a pivotal part in the hospital, taking responsibility for ensuring pet owners, referring vets, and colleagues receive the very highest levels of customer service and administrative support. You will be responsible for ensuring client, referring veterinary practices, and patients receive a professional and specialist service throughout their time with us.

Our Client Care Team are required to work collaboratively with the Client Accounts Team to ensure that end-to-end client journey is both positive and efficient.

This is a full-time role working 40 hours a week shifts varying between 07:30 to 20:00, rotating with rare bank holidays and weekend work as required.

**Key responsibilities**
- Manage and deal with appointment bookings in a professional and efficient manner.
- Answer and make calls to veterinary practices, insurance companies and clients with a high level of customer service.
- Support the reception team with a range of administrative duties.
- Have a high level of attention to detail to making sure paperwork is completed and correct to support the team and wider business.
- Able to work well in a fast-paced environment and still maintain a high level of customer service and completing all tasks to a high standard.
- Show awareness of financial control within the practice and follow up with clients for outstanding payments.
- Be happy to discuss financial issues with clients if needs be
- Daily management of the practice diary to ensure all patients are booked in efficiently and any gaps can be proactively filled.
- Maintain the highest professional and ethical standards.
- Deal with any client complaints using the Eye Vet Complaints Process
- Make sure communication is to a high standard with referring vets and colleagues.
- Ensure that a high standard of client care is maintained at all times within the team.
- Work closely with clinicians, the nursing teams and management to maximise the efficiency of the practice.
- Typing of reports to ensure referring vets are kept up to date.

**Skills, Knowledge and Experience**
- A proactive attitude that doesn’t need to be constantly supervised.
- Adapt well to learning a new system if no previous experience.
- Excellent communication skills, both verbal and written.
- Highly motivated to provide excellent service to clients and the practice.
- Works well within a team and be a positive member of the team.
- Ability to work at a fast-working pace under pressure.
- Professional approach to work.
- Excellent administration, organisational and time management skills with excellent attention to detail
- Excellent IT skills - Microsoft (Outlook, Word and Excel).

**Benefits**
- 5 weeks holiday + bank holidays + Birthday Leave
- Career progression opportunities
- Staff discount schemes
- Life Assurance
- 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**

Since 2006, we have been one of the country’s leading veterinary specialist referral hospitals with vets and their teams caring for small animals every day.

Our dedicated vets, nurses, and nursing assistants, supported by the administrative teams, are committed to providing the highest quality surgical and medical care for pets. Many of our clinicians are nationally or internationally recognised specialists in their field and bring unique experiences to care for pets.

We accept referrals for Orthopaedic Surgery, Soft Tissue Surgery, Neurology and Neurosurgery, Interna

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