Address
Form of work
SalaryJob 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
- Communicate with clients and referral vets via email, over the phone and in person. Answering queries, checking patients in/out and processing payments.
- Greeting clients and their pets, explaining the hospitals policies and procedures, while displaying empathy, tact and diplomacy at all times.
- Scheduling appointments and dealing with emergencies efficiently and professionally, ensuring that defined protocols are followed to ensure consistency of service.
- Working a busy switchboard; transferring calls to the relevant person or department, making appointments over the phone, obtaining relevant information for emergency referrals.
- Daily use of all Microsoft Office software, practice management system and Zoom calls/messaging.
- Processing and handling of cheques, cash and credit cards in relation to client and insurance payments.
- Ensure that balances are settled as promptly as possible. Completing insurance forms and maintain insurance database.
- Use of initiative and judgement to resolve queries/problems independently with clients and/or insurance companies.
- 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 SCQF level 4 or equivalent work-related experience
A2 Knowledge of Microsoft Office software
Desirable
B1 Knowledge of Veterinary/Medical terminology
Skills
Essential
C1 Accuracy and attention to detail
C2 Excellent IT, numeracy, and literacy skills
C3 Use of initiative and judgement to resolve problems independently and the ability to prioritise a busy workload
C4 Excellent organisational skills
C5 High standard of written and verbal communication skills
C6 Ability to work as part of a team
Experience
Essential
E1 Relevant experience in a similar customer facing role, such as hospitality, retail or call centre.
E2 Proven record of working in a fast paced environment
Desirable
F1 Previous experience of working in a doctor, dentist, or veterinary surgery practice
F2 Experience with handling insurance claims
F3 Familiarity with working a busy switchboard
F4 Cash handling experience
Terms and Conditions
Salary will be Grade 4, £22,681 - £25,138 per annum.
This post is full time (35 hours per week) and open ended.
You will be required to work flexibly to meet the needs of the service. This will include providing cover for weekends and public holidays on a rotational basis. The weekend rota will be a minimum of 1 weekend in 4 and the public holiday/other days rota will be a minimum of 5 public holidays per year.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.
