Job Description

• Responsible for progressing all forms of communication from clients and referring veterinary practitioners in an efficient and timely manner, including operating hospital switchboard. Answer communications within personal competencies and redirect others to appropriate personnel.

• Communicating with the referring veterinary surgeon/client/insurance company regarding insurance forms; obtaining first payment, either in person or over the telephone. Use of initiative and judgment to resolve queries/problems independently with insurance companies and/or clients to ensure that insurance claim are settled as promptly as possible.

• Process insurance documentation and assist with the closure of outstanding invoices ensuring that these are available to clients on collection of their animals or medication. Ensure that claims completed in full and returned to the insurance company along with details of all medical conditions and associated documentation required.

• Maintain insurance database and provide data reports to senior management

• Assist with standard accounting procedures including the processing and handling of cheques, cash and credit cards in relation to insurance payments and client invoice payments.

• Schedule clinics, front desk and deal with emergencies in an efficient and cooperative manner, ensuring the admission and discharge of animals is conducted in a timely manner.

• Allocate appointments to hospital clients including routine outpatient, emergency referral and specialist appointments, ensuring that defined protocols are followed to ensure consistency of service.

• Process merchandise orders and over-the-counter sales of products.

• Assist in the training of new staff and trainee veterinary nurses with regards to both reception and insurance standard protocols.

Required Knowledge, Skills, and Abilities

Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or equivalent. Knowledge of Microsoft word and excel. Knowledge of Veterinary / Medical terminology. Accuracy and attention to detail. Excellent IT skills. Use initiative and judgment to resolve problems independently and work with minimal supervision. Excellent organizational skills and an ability to priorities a busy workload. Excellent oral and written communication skills. Excellent numeracy and literacy skills. Ability to work independently and as part of a team. Relevant experience in a similar role. Previous experience of working in a customer facing role. Experience of working in a doctor or veterinary surgery practice. Experience of handling insurance claims. Experience of working in a demanding, fast paced reception. Experience of working on a switchboard. Experience of cash handling