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.
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