Job Specifications
Role: Client Care Advisor
Location: Swift Referrals, Wetherby
Contract: Full-Time, Permanent
Opened in 2019 and purpose-built to industry-leading standards, Swift Referrals is a multi-disciplinary referral hospital, offering the very best in veterinary excellence, all under one roof. We specialise in the areas of orthopaedics, neurology, internal medicine and soft tissue surgery, housing world-class facilities on our premises from advanced imaging machines to specialist treatment and aftercare rooms. The hospital has fantastic equipment available including 1.5T Siemens MRI scanner, 128 Slice GE CT scanner, doppler ultrasound, endoscopy, arthroscopy and state-of-the-art operating theatres.
We are fully committed to the wellbeing of our team of over 80 employees, and we are thrilled to see how this is reflected in the consistent positive feedback in our team satisfaction surveys.
IVC Evidensia is the UK and Europe’s leading veterinary care group, made up of over 900 practices and referral hospitals, united by a shared purpose of happier animals, happier owners.
At IVC Evidensia, we believe careers should be built without limits. Our people are supported to make more clinical impact, access more career opportunities, and play an active role in their local and professional communities. Through investment in learning, innovation, and wellbeing, we create environments where our teams can grow in confidence, capability, and fulfilment—at every stage of their career.
How you'll make a difference
You’ll support the smooth running of the practice by managing appointments, handling enquiries, supporting client communications, and working closely with clinical and non-clinical colleagues to ensure a positive client and patient journey.
The duties will involve but are not limited to:
Adhere to the Practice values.
Answering Telephone calls in a clear and pleasant manner.
Registering New Referral Clients fully on the PMS service.
Ensuring all relevant documents received from Referring Veterinary practices.
Booking appointments for 1st Assessments and Rechecks on the PMS.
Identifying which discipline to allocate appointments to.
Discussing Payments and Insurance with clients on the telephone.
Contacting Insurance companies to obtain accurate records on clients insurance policies.
Maintain accurate records of client and vets interactions on the PMS
Responding to emails coming into company mailbox.
Handling cash and credit card payments from Clients.
Registering clients on the PMS and forwarding to vets for advice requests, identifying when needing dealing with urgently.
Logging Lab and Imaging results received onto correct clients files.
Scanning Consent forms and Hospital sheets onto patient files.
Preparing Daily clipboards for clients appointments whilst ensuring correct payments and forms are taken.
Completing pre visit phone calls.
Communicating with clients whose pets are in the hospital in a pleasant and reassuring manner.
Completing paperwork for Pet Cremation services where necessary.
Deliver excellent customer service to internal staff.
Ensure safe working practices are adopted by all clients whilst in the reception and hospitality areas.
Adhere to and maintain the highest standards of professional behavior in accordance with the RCVS professional code of conduct.
This is a full-time permanent role working 10 hour days 4 days a week including weekends on a rota.
You might be a great fit if...
You are a friendly, organised, and customer-focused individual who enjoys working as part of a team. You’ll bring:
Excellent communication skills and a professional, welcoming manner
Experience in a customer-facing role, with a strong focus on service and attention to detail
The ability to manage multiple tasks effectively in a busy environment
A collaborative approach and willingness to support colleagues
A proactive attitude, with openness to feedback and learning
How we'll support you
At IVC Evidensia, we’re committed to supporting your development and wellbeing from the very start of your career. You’ll benefit from:
A key client-facing role within a supportive and collaborative practice team
Clear career pathways with progression opportunities within client care and practice leadership roles
Ongoing learning and development supported by experienced colleagues and practice teams
A values-led culture focused on care, community, and continuous improvement
What We Offer Our Team
6.6 weeks' annual leave
Additional annual leave for your birthday, which will be added to your holiday allowance
Increasing annual leave accrued through length of service
Enhanced family-friendly policies, including maternity/ paternity/ adoption/ shared parental and surrogacy pay
Healthcare Cash Plan
Cycle to Work scheme
Learning and development opportunities via the IVC Evidensia Academy
Pension scheme
Discounted staff pet care
Voluntary benefits: choose from a range of benefits to suit you
Access to discounts/cashback with hund
About the Company
IVC Evidensia is a leading veterinary services provider with a network of more than 1,300 clinics and hospitals and approximately 16,000 employees across 12 countries in Europe.
Core to our mission are clinical independence, international cooperation, and continuous education to develop our people and their careers.
As a Disability Confident Employer we are keen to hear from candidates with disabilities and long term health conditions, and would be happy to discuss any reasonable adjustments needed during the recruitment p...
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