Job Purpose

To be the first point of contact for clients and carry out a range of reception and administration duties to support the clinical, nursing, and administrative staff of the Small Animal Hospital.

Main Duties and Responsibilities

1.       Communicate with clients and referral vets via email, over the phone and in person. Answering queries, checking patients in/out and processing payments.

2.       Greeting clients and their pets, explaining the hospitals policies and procedures, while displaying empathy, tact and diplomacy at all times.

3.       Scheduling appointments and dealing with emergencies efficiently and professionally, ensuring that defined protocols are followed to ensure consistency of service.

4.       Working a busy switchboard; transferring calls to the relevant person or department, making appointments over the phone, obtaining relevant information for emergency referrals.

5.       Daily use of all Microsoft Office software, practice management system and Zoom calls/messaging.

6.       Processing and handling of cheques, cash and credit cards in relation to client and insurance payments.

7.       Ensure that balances are settled as promptly as possible. Completing insurance forms and maintain insurance database.

8.       Use of initiative and judgement to resolve queries/problems independently with clients and/or insurance companies

9.       Assist in the training of new staff and trainee veterinary nurses with regards to both reception and insurance standard protocols.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential

A1 SCQF level 4 or equivalent work-related experience

A2 Knowledge of Microsoft Office software

Desirable

B1 Knowledge of Veterinary/Medical terminology

Skills

Essential

C1 Accuracy and attention to detail

C2 Excellent IT, numeracy, and literacy skills

C3 Use of initiative and judgement to resolve problems independently and the ability to prioritise a busy workload

C4 Excellent organisational skills

C5 High standard of written and verbal communication skills

C6 Ability to work as part of a team

Experience

Essential

E1 Relevant experience in a similar customer facing role, such as hospitality, retail or call centre.

E2 Proven record of working in a fast-paced environment

Desirable

F1 Previous experience of working in a doctor, dentist, or veterinary surgery practice

F2 Experience with handling insurance claims

F3 Familiarity with working a busy switchboard

F4 Cash handling experience

Terms and Conditions

Salary will be Grade 4, £23,581 - £26,038 per annum pro rata.

Full time and part time roles available  (hours to be discussed at interview stage), and open ended.

Closing date: 23:45 on Monday 24th February 2025