Client Services Administrator

The post holder will be expected to provide first class client support to all services within the referral hospital. They will liaise closely with the Client Services Lead and SAH Operations Manager to ensure their teams are working efficiently and to the high standards set. They will be responsible for providing one-to-ones, as well as being the first point of contact for any issues, staff training and mentoring. The role holder must have an outgoing and confident personality who is able to operate at all levels - a pro-active self-starter who can set and achieve goals. Must be able to adapt to changes within the growing Small Animal Referral Hospital, lead by example, handle pressure, be organised and able to prioritise. The post holder must be able to step up and be responsible for leading the team and ensuring continued smooth running of the Client Services Team.

To ensure a friendly and welcoming environment for all our clients and effective and smooth running of all the services within a culture of continuous improvement. There will be a need to ensure that emergency cover is provided.

Principle Accountabilities

• To ensure a friendly and welcoming environment for all our clients and effective and smooth running of all the services.
• Support the Client Service Lead, motivating, supporting and leading the Client Service Administrative team.
• Daily supervising responsibilities of a small team, including managing rota requirements and ensuring cover for the main areas of service.
• Overseeing the daily running of the reception and one-to-ones; support will be provided for these activities.
• Responsible for ensuring the following tasks are administrated and may require stepping in to provide practical help to achieve these tasks:
• Front of house reception work – ensuring your teams cover the following tasks and assisting where necessary.
• To meet and greet clients, visitors, students, delivery drivers etc who come to the Small Animal referral hospital.
• To ensure that the reception and waiting room area is maintained in a clean and tidy state, that all magazines are current, the video monitor is on for viewing and that the coffee machine is adequately stocked and cleaned out daily.
• To book in appointments as requested including revisits.
• To take payments and assist clients with insurance form completions.
• To liaise clearly and appropriately with clinicians regarding their clients or visitors.
• To ensure that all client information is correct.
• To deal with any problems that arise for all visitors into the reception area.
• To be responsible for the daily cash reconciliation, and secure safekeeping of all monies.
• Telephone answering tasks:
• To receive calls in a pleasant and friendly manner, deal with each request or redirect where appropriate.
• To take advice calls and forward to the relevant clinician or to take a message and ensure that the request is actioned.
• To take requests for appointments and book as necessary ensuring that each client then receives a welcome pack and that referring veterinary surgeons are informed of the appointment time.
• To contact referring veterinary surgeons and clients as requested.
• To handle a wide range of queries and action as appropriate.
• Administrative tasks:
• To manage the booking system and ensure all referrals are checked by a clinician and booked in the appropriate slot.
• To manage and maintain the x-ray referral service ensuring that requests are dealt with appropriately and to send out reports within 24 hrs.
• To scan documents onto EzyVet (hospital computer system).
• To maintain the equipment within the area (photocopier and scanners).
• To monitor and manage the email mailbox and deal with requests as appropriate.
• To manage and action Clinician and Service planners to support the relevant services.
• To order stationery and other relevant items as requested.
• To ensure the website for the SAH and other Langford services is current and holds the correct information.
• To liaise with clients about returning ashes of deceased pets.
• Proactively identify and act upon opportunities for business improvement.
• Openly identify and discuss problems in order to implement and sustain improvements that increase the value we deliver to our clients, employees, and students.

Training, Mentoring and Management Tasks

• Support the Client Services Lead to ensure adequate reception cover and organising timetables for efficient working practice.
• Ensure staff are supported and training kept up to date.
• Ensure Service Level agreements are adhered and up to date.
• Understand and promote the company in a positive way, be aware of the organisation's missions and aims.
• Champion the Continuous Improvement (CI) culture and collective message of what we want to achieve and why.
• Proactively identify and act upon opportunities for business improvement.
• Encourage and support CI and problem solving within your teams.
• Remove constraints and be available to provide guidance, advice, and support.

Candidate Profile

We are seeking experienced, professional, and dynamic customer care focused people who are also interested in working around animals to join our reception team in our Small Animal Referral Hospital. We have a full-time maternity position available. The role will be Monday - Friday which may include weekend working (Saturday or Sunday 9-4pm), but the ability to be flexible will be required. This is a specialised veterinary hospital taking cases from first opinion veterinary practices with patients requiring advanced and specialised treatment, procedures, and care. This is a busy hospital and can be highly pressured at times, dealing with emergencies, urgent and chronic cases.

The ideal candidate will be passionate about delivering fantastic customer service while working in a busy environment, want to progress and develop into leadership. You must be flexible with working hours, have an interest in leading and mentoring other team members, while always ensuring a strong working ethos of flexibility and professionalism. You will also have a compassionate, diligent, and hard-working attitude, good organisational and communication skills, be able to work well within a team and be self-motivated while motivating others. The role also includes supporting the team when required by answering the telephones, contacting clinicians, taking appointments, and managing the online referral process for veterinary practices. It also involves meeting and greeting clients and patients and maintaining and updating administration duties, such as dealing with insurance claims and taking payments. Liaising with the clinical team about new and ongoing referrals, updating clients on patient status, sending welcome packs and discharge notes. Experience of having worked in a veterinary environment would be an asset but not essential. Full training and support will be provided.

Qualifications

• Excellent organisational and delegation skills
• Knowledge of medical terminology
• Good forward planning skills
• Excellent word processing skills evidenced by EDCL word-processing qualification or equivalent
• Good problem solving and decision making
• Previous experience in a veterinary environment
• Good numerical and literacy skills
• High level of computer skills, including the use of Microsoft office
• Minimum of three years reception, admin or Customer Service experience
• Flexible approach to work
• Education to GCSE level or equivalent to include English and maths
• Excellent communication and motivation skills
• Good team player
• Good Mentoring skills
• Excellent customer interactions, both on the telephone and in person
• Able to show empathy

Benefits

• Time off - 5 weeks holiday per year (plus bank holidays) - Additional holiday entitlement for Long Service
• Wellbeing - On site Mental Wellbeing Champions - EDI committee - Employee Forum Menopause Café - Wellbeing talks and events - Cycle to work scheme
• Family friendly policies, including enhanced maternity and paternity pay (after 2 years' service)
• Health - SimplyHealth Cashplan membership - Free annual flu vaccination - Free Specsavers eye test voucher
• General - Free onsite parking - U2 bus service link to Bristol - Annual CPD allowance - Employee discount
• Generous pension scheme - we match up to 8% pension contributions - Reimbursement of one professional membership fee per year