University of Glasgow
Glasgow, United Kingdom
26d ago

Job Purpose

To carry out a range of reception and administration duties efficiently and effectively to support the clinical, nursing and administrative staff of the Small Animal Hospital (SAH).

Provide support to ensure that insurance claims are processed quickly and effectively.

Main Duties and Responsibilities

1. Responsible for progressing all forms of communication from clients and referring veterinary practitioners in an efficient and timely manner, including operating hospital switchboard.

  • Answer communications within personal competencies and redirect others to appropriate personnel.2. Communicating with the referring veterinary surgeon / client / insurance company regarding insurance forms;
  • obtaining first payment, either in person or over the telephone. Use of initiative and judgement to resolve queries / problems independently with insurance companies and / or clients to ensure that insurance claim are settled as promptly as possible.

    3. Process insurance documentation and assist with the closure of outstanding invoices ensuring that these are available to clients on collection of their animals or medication.

    Ensure that claims completed in full and returned to the insurance company along with details of all medical conditions and associated documentation required.

    4. Maintain insurance database and provide data reports to senior management5. Assist with standard accounting procedures including the processing and handling of cheques, cash and credit cards in relation to insurance payments and client invoice payments.

    6. Schedule clinics, front desk and deal with emergencies in an efficient and cooperative manner, ensuring the admission and discharge of animals is conducted in a timely manner.

    7. Allocate appointments to hospital clients including routine outpatient, emergency referral and specialist appointments, ensuring that defined protocols are followed to ensure consistency of service.

    8. Process merchandise orders and over-the-counter sales of products.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 VQ 2 / 3 level or equivalentA2 Knowledge of Microsoft word and excel Desirable : B1 Knowledge of Veterinary / Medical terminology SkillsEssential : C1 Accuracy and attention to detailC2 Excellent IT skillsC3 Use initiative and judgement to resolve problems independently and work with minimal supervisionC4 Excellent organisational skills and an ability to prioritise a busy workloadC5 Excellent oral and written communication skillsC6 Excellent numeracy and literacy skillsC7 Ability to work independently and as part of a team Experience Essential : E1 Relevant experience in a similar roleE2 Previous experience of working in a customer facing role Desirable : F1 Experience of working in a doctor or veterinary surgery practiceF2 Experience of handling insurance claims F3 Experience of working in a demanding, fast paced reception F4 Experience of working on a switchboardF5 Experience of cash handling

    Job Features

    Dimensions Handle invoices and payments on a daily basis.Provide information and advice to all grades of staff within the SAH in relation to reception protocols and insurance claims.

    Serve a customer base in excess of 12,000 per annum. Planning and Organising Plan and organise workload effectively to ensure that deadlines are met and priorities are well managed.

    Proficiency to handle confidential matters expeditiously.React efficiently to day-today requirements and other work delegated by the Senior Receptionist, internal staff and external clients, prioritising accordingly.

    Decision Making Initiative must be used in dealing with enquires both from within and out with the SAH.Prioritising own work.

    Dealing with client issues (e.g. complaints, billing, appointments etc.) and where necessary refer to supervisor. Internal / External Relationships Communicate on a daily basis with clients, internal and external clinicians and other stakeholders to ensure consistency of service.

    Problem Solving To act as first point of contact for incoming enquires.To take ownership for problem solving seeking assistance from supervisor as required.

    OtherProvide cover for Saturday morning clinics, Public Holidays and other days on a rota basis.Required to work flexibly to meet the needs of the service.

    A corporate uniform must be worn.Additional InformationA UK-wide Athena SWAN Charter was established in 2005 to encourage and recognise commitment to advancing the careers of women in science, technology, engineering, maths and medicine (STEMM) employment in higher education and research.

    Overseen by the Equality Challenge Unit, the charter was expanded in May 2015 to recognise work undertaken in arts, humanities, social sciences, business and law (AHSSBL), and in professional and support roles, and for trans staff and students.

    The charter now recognises work undertaken to address gender equality more broadly, and not just barriers to progression that affect women.

    The University is fully committed to tackling gender inequality in its work, learning, teaching and research environment and to support this currently holds an Athena SWAN Bronze Award at institutional level.

    http : / / / services / humanresources / equalitydiversity / athenaswan / bronzeaward / headline 365125 en.

    html. A number of Schools and Research Institutes currently hold Athena SWAN departmental awards including the School of Veterinary Medicine, with others working towards recognition at this level.

    http : / / / services / humanresources / equalitydiversity / athenaswan / bronzeaward / The University has a range of initiatives to support work-

  • life balance and to promote a family friendly culture. This includes : - Flexible Working Policy and policies on staff leave covering adoption, maternity, paternity, shared parental leave;
  • time off to care for dependents; and bereavement leave : http : / / / services / humanresources / all / worklife / -

    Nursery provision : Gilmorehill Campus - http : / / / services / nursery / - and a range of other benefits, including childcare vouchers : http : / / www. / services / humanresources / new / benefits /

    Standard Terms & Conditions

    Salary will be on the Management, Professional and Administrative Grade 4, £18,777 - £21,585 per annum.

    Hours : Part Time - 14 hours per week New entrants to the University will be required to serve a probationary period of 6 months.

    The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.

    We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity

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