As with any business, a vet practice needs a strong supporting team for the non-clinical business functions. The client care team will generally be the first and last port of call for pets and their owner. Depending on the size of the practice, this can include:
Oversees the general every day running of the practice. The practice manager will work closely with the clinical directors and nursing manager to report on performance, manage complaints, oversee stock levels and ensure client and team satisfaction. Some practice managers will have a clinical background, having worked as a Registered Veterinary Nurse and chosen to progress into a management position.
Answer calls, book appointments, and welcome clients and pets to the practice. Receptionists are the face of the practice, so strong people skills are essential.
Process client payments, manage debts and pay third-party supplier invoices pertaining to business functions.
Support the claims process for recovering treatment costs for insured pets.
Unlike the clinical roles, most client care team positions have an administrative and customer service focus. Key skills needed are organisation, patience, empathy, reliability and communication. The client care team deal with clients experiencing a full range of emotions; from joy to fear and loss, and as such they must be sensitive to the situation at hand.
Whilst the client care team are not involved in the treatment side of the practice, being an animal lover helps!