An exciting opportunity has arisen for a passionate and enthusiastic Case Administrator to join the Case Manager Team at DWR Veterinary Specialists.

The Case Manager Team assumes responsibility for ensuring every client and their pet receives an outstanding level of service, including pre-appointment communication with owners and contact throughout their pet's stay. Service and successful discharge of patients in conjunction with the Clinical, Finance and Client Care Teams.

To be successful in the role you must have;

• Attention to detail

• Time management

• Excellent communication and organisational skills

• Enthusiasm and commitment

• A passion for helping people and their pets - empathy and compassion

• The ability to work on own initiative and be a team player

• IT competency and the ability to learn new systems

Key responsibilities:

• Working closely with Clinicians, Nurses and the clinical support teams, you will be responsible for liaising with clients before they arrive for their visit, providing all necessary information with regards to how the service works, collecting preparative information required to ensure safe care of their pet and how insurance and payment works, depending on the client’s specific circumstances

• Checking accounts have been correctly billed, are up to date, correct and ensuring the client is aware of the position of their account at regular intervals and whenever there are substantive changes to the cost of their pet’s care and treatment

• If necessary, liaising with the client to settle the account and to see if they will require any specific support to help them care for their pet

• Work with clinical teams to speed up the safe discharge of pets

• Process insurance claims in a timely manner, ensuring accurate data is provided to avoid delays

• Effective communication with clinicians, nurses, finance and client care teams to promote collaboration and to improve processes and prevent errors

• Prevent the occurrence of delays by forward planning and ensuring timely communication across multidisciplinary teams and functions

• Evaluating tasks and processes to isolate pinch points and work to improve these for a positive outcome for clients and our internal teams

• Be able to provide correct advice to clients in relation to their account and insurance, also being able to seek the relevant clinical support for them if required.

• Checking of accounts before discharge to ensure that they are up to date and correct, contacting clients ahead of time with their discharge information as required

• Carefully and sensitively following up of accounts after death or euthanasia of a pet

• The ability to hold difficult conversations in a firm but positive and productive way

• Deliver a high standard of clinical and operational assistance to clinicians, ensuring an excellent standard of care is provided, at all times

• Actively promote and champion DWR’s core values; displaying the behaviours you expect from others

Please note this is a full-time position, working 8am - 4pm Monday to Friday four days per week, with one 10am - 6pm shift each week. Working one regular Saturday every 8-10 weeks.

Case Managers must be professional, confident and sensitive communicators, with a calm and positive nature and able to deal with a busy, fast-paced workplace. They need to be comfortable discussing financial matters with clients, able to offer emotional support in sensitive situations and communicate with many different people in a variety of scenarios.

Founded in 2003 by Professor Dick White, and now part of the Linnaeus Group, DWR Veterinary Specialists has grown rapidly to become the largest private veterinary referral hospital in the UK. DWR is a busy, purpose-built specialist referral-only small animal veterinary hospital providing 24/7 referral-only services for patients across England, via our dedicated team of world-class clinicians, RVNs and support colleagues. The hospital is fully equipped with the latest surgical equipment and diagnostic facilities commensurate with a flagship specialist veterinary hospital. Based in Six Mile Bottom, Suffolk.