About the Job
Administrator – Client Experience
Salary – Up to £27,000 DOE plus benefits
Join our 24/7 emergency and specialty referral hospital in Glasgow
Vets Now are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1400 veterinary practices – from dedicated out-of-hours clinics and three 24/7 pet emergency hospitals. You will be joining a dedicated team of Vets, Nurses, Animal Care Assistants, Receptionists in our 24/7 emergency and specialty referral Glasgow Hospital. The Vets Now Pet Emergency Hospital in Glasgow provides both a first-class referral service and an out-of-hours emergency service for veterinary practices in and around the Glasgow area.
Be part of state-of-the-art hospital providing the highest standard of pet and client care
This is a key role within our referral hospital, where you’ll support the smooth management of referral cases, ensuring clear communication between clients, referring practices, and our internal team. You will be a central point of contact, providing a high standard of client care and administrative support while contributing to our hospital’s commitment to exceptional service. We are looking for an experienced administrator who has great attention to detail, who is highly organised and can work in a fast paced environment.
Key Responsibilities
- Act as the initial point of contact for all referral clients, handling calls with empathy and professionalism.
- Schedule and coordinate referral appointments, ensuring clients understand the process, including financial and insurance details.
- Maintain accurate patient records in the Practice Management System (PMS) to ensure efficient client journeys.
- Build strong internal relationships with clinical teams to facilitate collaborative patient care.
- Collaborate with the insurance administrator to expedite claims, providing timely support to clients.
- Assist specialists with case reports and communication with referring practices, ensuring precise and timely correspondence.
- Conduct follow-up calls to gather feedback on client satisfaction, demonstrating genuine concern for their experience.
- Encourage clients to share positive reviews on social media, enhancing our hospital’s reputation.
- Serve as a client ambassador, ensuring all interactions reflect our values and commitment to high standards of care.
Working pattern
You will work 40 hours per week, we have flexibility around the pattern you will work. Hours will be worked over Monday to Friday between 8am to 7pm.
What we offer in return for your hard work and dedication
Recognising hard work is really important to us. Our employees are our greatest asset which is why we offer a first-class benefits and rewards package that includes:
- 7 weeks pro rata annual leave
- Your birthday as a paid day off
- Cash Health Plan provided by Simply Health
- Vets Now For You – reward gateway giving discounts and cashback with 100’s of retailers
- £780 CPD allowance increasing annually pro-rata
- 10 hours paid CPD hours annually pro-rata
- Family-friendly policies including sick, maternity, paternity and adoption pay schemes
- UK Standard Pension contributions – 5% Employee/3% Employer
- Up to 50% discounted staff pet care
- Paid volunteering days
- Death in service of two times annual salary
We welcome applications from candidates of all backgrounds, including those from diverse and minority groups. As a Disability Confident Employer, we encourage candidates with disabilities and health conditions to apply and are committed to providing reasonable adjustments throughout the recruitment process.