Job details
Posted 07 February 2025 Salary Grade 4, £23,581 - £26,038 per annum pro rata End date 24 February 2025 Location: Glasgow Job Type: Management Professional & Administrative Reference: 164212
Job Description
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. Answer queries, check patients in/out and process payments.
2. Greet clients and their pets, explaining the hospital's policies and procedures, while displaying empathy, tact, and diplomacy at all times.
3. Schedule appointments and deal with emergencies efficiently and professionally, ensuring that defined protocols are followed to ensure consistency of service.
4. Work a busy switchboard; transfer calls to the relevant person or department, make appointments over the phone, and obtain relevant information for emergency referrals.
5. Daily use of all Microsoft Office software, practice management system, and Zoom calls/messaging.
6. Process and handle cheques, cash, and credit cards in relation to client and insurance payments.
7. Ensure that balances are settled as promptly as possible. Complete insurance forms and maintain the insurance database.
8. Use 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 regarding both reception and insurance standard protocols.
Knowledge/Qualifications
Knowledge, Qualifications, Skills and Experience
Essential
1. A1 SCQF level 4 or equivalent work-related experience.
2. A2 Knowledge of Microsoft Office software.
Desirable
1. B1 Knowledge of Veterinary/Medical terminology.
Skills
Essential
1. C1 Accuracy and attention to detail.
2. C2 Excellent IT, numeracy, and literacy skills.
3. C3 Use of initiative and judgement to resolve problems independently and the ability to prioritise a busy workload.
4. C4 Excellent organisational skills.
5. C5 High standard of written and verbal communication skills.
6. C6 Ability to work as part of a team.
Experience
Essential
1. E1 Relevant experience in a similar customer-facing role, such as hospitality, retail or call centre.
2. E2 Proven record of working in a fast-paced environment.
Desirable
1. F1 Previous experience of working in a doctor, dentist, or veterinary surgery practice.
2. F2 Experience with handling insurance claims.
3. F3 Familiarity with working a busy switchboard.
4. 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 #J-18808-Ljbffr