Veterinary Client Care Team Member (Receptionist)

at  Anderson Moores Veterinary Specialists AMVS Hampshire

If you are a current Linnaeus Associate, you will need to apply internally. In order to do this, please contact our Talent Acquisition team (details can be found via The Link) and someone will be in touch to discuss and progress your application.

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.
The team are expected to work closely with the Client Accounts Team on a regular basis to assist with this aspect of the hospital administration, including but not exclusively, processing insurance claims, dealing with client insurance queries, allocating payments to client accounts.
The successful candidate will be diligent, organised, and professional, with the ability to maintain a harmonious working relationship with others and promote collaboration amongst teams. The need to be confident, committed, and able to work well under pressure, with exceptional organisational skills. Their ability to prioritise and multi-task is vital. Their ability to work well within an evolving team is crucial, as well as being confident to self-autonomously and independently focus on activities.
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.

SKILLS, KNOWLEDGE AND EXPERIENCE

• A proactive and can-do attitude approach to new ways of working.
• Completing work to a high standard and with the client in mind.
• Able to work unsupervised.
• Adapt well to learning a new systems and processes.
• Excellent communication skills, both verbal and written.
• Highly motivated to provide excellent service to clients and the practice.
• Works well within a close-knit team setting and gets ‘stuck-in’ when needed.
• Ability to work at a fast-pace and under pressure.
• Display a positive and professional manner.
• Excellent administration, organisational and time management skills with excellent attention to detail
• Excellent IT skills – Microsoft (Outlook, Word and Excel).

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, Internal Medicine, Dentistry, Cardiology, Anaesthesia, Dermatology, Diagnostic Imaging, Oncology, Physiotherapy as well as Emergency and Critical Care (ECC) and a Pain Clinic.
We have comprehensive and established clinical and non-clinical programmes for training, development, and CPD.
You can find us in Hampshire, just south of Winchester, close to the M3 and national and international transport links. We are in a serene countryside setting with state-of-the-art facilities and are available to look after pets 24 hours a day, seven days a week.
Our vision is to be the south of England’s multi-disciplinary veterinary referral hospital of choice, where referring vets, clients and their pets receive the best possible care.
Our mission is to create an inspiring, inclusive, professional environment where the team are empowered to work together to consistently deliver exceptional care and service.
We are proud to be Linnaeus, part of Mars. Linnaeus is a forward-thinking group of highly respected primary care and specialist referral practices in the UK and Ireland. Being family owned and part of Mars Veterinary Health, the largest veterinary company in the world, allows us to focus on advancing the veterinary profession to provide industry-leading pet care and unique career opportunities for our people. Why Linnaeus? - We pride ourselves in offering high-quality excellence of service and clinical care for our clients and their pets - We lead on sustainability and collectively drive positive change for people, pets and the planet - We prioritise your mental health and wellbeing – valuing equity, diversity and inclusion - We support your personal and professional development with best-in-class career frameworks and training programmes. We will empower and support you to grow your career from day one. We team up within our Mars family in partnership for a stronger future. Linnaeus is an equal-opportunity employer, and all qualified applicants will receive consideration for employment. We treat each other fairly and equitably and we are committed to fostering a culture that is inclusive and diverse for all our Associates. At Linnaeus, A BETTER WORLD FOR PETS starts with a better world for our people. If you would like to apply for this role, please click the Apply Button or for more information, please feel free to reach out directly to our Talent Acquisition team at careers@linnaeusgroup.co.u

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

KEY RESPONSIBILITIES

• Work in collaboratively with the Client Accounts Team.
• 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 and hospital 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.
• 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.