Veterinary Technical Advisor - Pinnacle Pet UK

at  Animal Friends Pinnacle Pets

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The Veterinary Technical Advisor is responsible for the processing of claims within a regulated environment, in accordance with internal procedures and compliance requirements, through all the various stages of the claims cycle from receipt to closure. This position will include assisting with high value claim reviews, review of technical literature and correspondence from Veterinary practices. To identify treatments provided are appropriate, for the condition claimed, and are not considered excessive in use or cost. The Veterinary Technical Advisor will also assist with all claims or underwriting related telephone queries from customers and relevant third parties, in addition to responding to written correspondence received into the department, ensuring that all tasks are followed through to completion and in accordance with our internal or client service level agreements where applicable.

• To provide support to Claims staff.
• To liaise with our Vet on complex cases where required.
• Work with the Management team on claim reviews and adhoc projects where required.
• Provide assistance to our investigations team with technical claim reviews and fraud detection analysis where required.
• Providing technical support and advice to all other customer service areas of the business where required. This is such as the Customer Contact Centre, Admin Services, FTS Sales team, Customer Relations and Policy Services Department. Assistance may also be required, less frequently, with other areas of the business such as Marketing and Underwriting on an adhoc basis.
• Identifying and responding to the needs of customers or colleagues, resolving queries where possible or referring effectively to Senior Claims Administrators, Management team or the Customer Relations Department as required.
• Processing of new and continuing claims, and dealing with all types of claims or underwriting correspondence.
• Processing of referrals in the form of questions from the team, high level payment reviews and customer contests of decline decisions.
• Answering and handling all calls promptly in an enthusiastic, courteous, compliant and efficient manner.
• Underwriting new policies and maintaining the underwriting process, where appropriate.
• Maintaining and applying a detailed and up-to-date knowledge of products and procedures.
• Promoting a positive image of Pinnacle Pet Group and client companies.
• Seeking to achieve and exceed individual and team targets.
• Playing a proactive role in maintaining work service standards.
• Inputting all data and completing all related paperwork accurately.
• Taking an active role as a team member.
• Responding to changing priorities and ensuring tasks are completed quickly and efficiently.
• Maintaining an acceptable level of attendance, punctuality and general time-keeping.
• Identify any risks to the department or business. To report any findings to your Line Manager or a member of the Management team at the earliest opportunity so that action can be taken & detriment minimised.

• To provide support to Claims staff.
• To liaise with our Vet on complex cases where required.
• Work with the Management team on claim reviews and adhoc projects where required.
• Provide assistance to our investigations team with technical claim reviews and fraud detection analysis where required.
• Providing technical support and advice to all other customer service areas of the business where required. This is such as the Customer Contact Centre, Admin Services, FTS Sales team, Customer Relations and Policy Services Department. Assistance may also be required, less frequently, with other areas of the business such as Marketing and Underwriting on an adhoc basis.
• Identifying and responding to the needs of customers or colleagues, resolving queries where possible or referring effectively to Senior Claims Administrators, Management team or the Customer Relations Department as required.
• Processing of new and continuing claims, and dealing with all types of claims or underwriting correspondence.
• Processing of referrals in the form of questions from the team, high level payment reviews and customer contests of decline decisions.
• Answering and handling all calls promptly in an enthusiastic, courteous, compliant and efficient manner.
• Underwriting new policies and maintaining the underwriting process, where appropriate.
• Maintaining and applying a detailed and up-to-date knowledge of products and procedures.
• Promoting a positive image of Pinnacle Pet Group and client companies.
• Seeking to achieve and exceed individual and team targets.
• Playing a proactive role in maintaining work service standards.
• Inputting all data and completing all related paperwork accurately.
• Taking an active role as a team member.
• Responding to changing priorities and ensuring tasks are completed quickly and efficiently.
• Maintaining an acceptable level of attendance, punctuality and general time-keeping.
• Identify any risks to the department or business. To report any findings to your Line Manager or a member of the Management team at the earliest opportunity so that action can be taken & detriment minimised