Job Details: Veterinary Technical Advisor
Full details of the job.
Vacancy Name
Vacancy Name Veterinary Technical Advisor
Vacancy No
Vacancy No VN406
Employment Type
Employment Type Full-Time
Location
Location Remote
About Us
About Us Our Mission
Happy, healthy pets, make for happy, healthy people.
We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.
Our Journey
In 2016 we set out to focus entirely on pet insurance with pets and families at the centre of our business strategy and in 2017 launched a new brand, EveryPaw.
To offer our customers a choice of insurance options for their pets, we also focussed on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019.
Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity and financial services sectors. We’ve developed new capabilities, new platforms and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023. Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.
Our ambition
We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands; EveryPaw and Pet Protect and building great relationships with our partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026.
Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.
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.
Key Responsibilities
* 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.
Successful Candidates Will Have
* Previous veterinary experience required (as a qualified Veterinary Nurse).
* Proven ability to work autonomously and make informed decisions without supervision.
* Sound experience of working towards targets and service standards.
* Ability to work to deadlines.
* Ability to prioritise own workload.
* A flexible and positive attitude.
* Excellent telephone manner.
* The ability to communicate effectively.
* Excellent attention to detail.
* PC literate.
* Finance or Insurance industry experience, ideally claims background.
* Experience of working in a regulated environment.
Essential
* Previous veterinary experience required (as a qualified Veterinary Nurse).
* Proven ability to work autonomously and make informed decisions without supervision.
* Previous customer service experience.
* Sound experience of working towards targets and service standards.
* Ability to work to deadlines.
* Ability to prioritise own workload.
* A flexible and positive attitude.
* Excellent telephone manner.
* The ability to communicate effectively.
* Proven letter writing skills.
* Excellent attention to detail.
* PC literate.
Desirable
* Finance or Insurance industry experience, ideally claims background.
* Experience of working in a regulated environment.
Required Qualifications;
Essential
* Appropriate Veterinary Qualification such as a Veterinary Degree, BVSC (Bachelor of Veterinary Science).
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