Job Title:Client Accounts Billing Clerk
Location:Paragon, Wakefield
This role is an integral part of whole Paragon team, with the focus on providing excellent customer/client service throughout the financial journey for the client, including insurance, billing, payments and debt management.
This is a full-time permanent position working 40h per week.
KEY RESPONSIBILITIES
* Demonstrate collaborative teamwork with all services within Paragon Referrals to enable high standards of clinical care to the pet, whilst providing excellent standards of customer service to clients/customers
* Support your teammates and be flexible to the needs of the team
* Promote a positive culture, embrace, and uphold Paragon Referrals core values
* Be professional and empathetic to our customers/clients/colleagues at all times
* Work confidently, competently, and promptly in all areas of the client/customer financial journey, billing of procedures and surgeries, providing financial updates to clients and offering our ‘Pet Postcard’ service, answering incoming calls and reconciling invoices whilst having knowledge of the whole client care remit including the receiving of referrals from clients, booking of consults/procedures with customers, all aspects of the front of house customer journey on reception.
* Communicate effectively with colleagues, customers, and clients
* Understand and adhere to all GDPR legislation and internal processes and policies
* Resolve low level complaints from clients/customers to prevent further escalation
* Utilise processes that touch thecustomer/client – for example PMS, forms, inboxes, websites etc.
Growth
* Identify areas for improvement in the service offered by the Client Accounts Team and make suggestions / support changes.
* Maximise your working time to ensure you are always working effectively and efficiently
* Prevent the generation of debt by following internal processes in relation to estimates, insurance, payments etc
Experience
* Previous customer care experience
* Ability to work within a professional and skilled multi-disciplinary team
* Experience in the veterinary industry
* Experience of handling low level complaints to prevent escalation
Knowledge
* All aspects of Microsoft Office programmes
* Good understanding of GDPR
* Understanding of the referral process in the veterinary industry
* Understanding of the insurance claims process
Qualifications
* GCSE grade C or above (or equivalent) in English & Maths
* BVRA bronze, silver, gold
* Customer service certificates, courses of qualifications
Skills & Abilities
* Excellent communication and interpersonal skills
* Excellent problem-solving skills with a “can-do” attitude
Other qualities
* Ability to work as part of a team
* Attention to detail
* Ability to prioritise tasks
* Organisational and time management skills
* Ability to work well under pressure.
Paragon is a purpose-built diplomate-led multidisciplinary referral hospital. It is situated just outside the city of Wakefield. The centre opened its doors in 2018, so the facilities are still new and benefit from a clean and modern design.
Our extensive, modern facilities allow our teams to deliver the highest quality of care and ensure patients get the best possible treatment. The team also comprises of globally recognised diplomates in medicine, oncology, anaesthesia, soft tissue surgery, orthopaedics, cardiology, neurology and ECC.
The hospital benefits from being close to the beautiful rural Yorkshire countryside yet also has excellent main road links via the M1 and M62.We are within easy access of Leeds and Manchester, as well as Leeds and Bradford airports.
At Linnaeus, we are committed to supporting the physical and mental health of all our Associates. We have an amazing team of Mental Health First Aiders (MHFA) across our practices and central support office in addition to a confidential Employee Assistance Programme which is available for everyone.
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