Veterinary Client Services Advisor

Linnaeus Group; Livingston; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player in veterinary care is seeking a dedicated Client Services Advisor to join their team. This exciting role combines responsibilities from both the Client Care and Accounts Teams, ensuring that clients receive exceptional service while managing their accounts effectively. The position requires a blend of strong customer service skills, attention to detail in processing payments and insurance claims, and the ability to communicate empathetically with clients. If you are passionate about animal care and thrive in a supportive environment with opportunities for career advancement, this is the perfect opportunity for you.

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

Employee assistance program

Eyecare voucher scheme

Qualifications

• Experience in customer service and accounts administration is essential.
• Ability to handle sensitive situations with empathy and professionalism.

Responsibilities

• Manage accounts administration and ensure efficient payment processing.
• Provide excellent client care and facilitate communication with veterinary staff.

Skills

Customer Service

Accounts Administration

Insurance Claims Processing

Communication Skills

Clerical Duties

Education

High School Diploma

Relevant Experience in Veterinary Care

Tools

Practice Management System

Job description

Veterinary Specialists Scotland are hiring a new Client Services Advisor team member.

The Client Services Advisor role is a dual position and serves as a member of both the Client Care Team and Client Accounts Team providing an excellent service to our clients and referring vets.

Time will be split flexibly between the 2 roles, on a full day per discipline basis and as agreed with the Client Care Manager. It will potentially require the employee to spend more time doing one role than the other, based on ongoing requirements and will involve all the elements of both roles, not restricted to, arranging appointments, advising on our payment policies, taking payments, processing insurance claims, keeping accurate records, various clerical duties related to animal patient care and treatment and helping to facilitate accurate communications between clients, veterinary surgeons, nursing staff and our management team.

This is a permanent full-time role.

Role and Responsibilities

• All accounts administration processes to ensure smooth functioning of account and debt management, including insurance claims and payment plans.
• Support the Accounts Manager to ensure efficient working processes to minimise client complaints and improve customer service.
• To process payments/deposits accurately and efficiently and allocate the client’s record on the practice management system.
• Process insurance claim forms on behalf of clients ensuring all sections completed correctly, responsible for submitting in a timely manner in line with deadlines.
• To work towards the goal of 100% collection of fees for services rendered.
• To be efficient, pleasant, courteous, polite, concerned and helpful at all times. Clients can often be distressed or worried and need extra understanding and empathy from the client care team.
• Ensure information packs are sent to clients, advising on payment policy and assisting with paperwork.
• Answer the phone promptly and courteously.
• Liaise with referring vets and hospital specialists to ensure appointments are provided within an acceptable timescale.

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.