Insurance Administrator


Job Title: Insurance Claim Administrator

Location: Dudley / Claim Recovery Department / Top Floor

Key Purpose:

To deliver an excellent client and Practice experience throughout the Insurance Claim Recovery process, assisting in overall reduction of debt and the retention of our client base. Deliver Key Care Indicators set by the Practice.

Key Objectives:

  • To relentlessly strive to improve Debt Management by claim output and supporting the key objectives of delivering The BEST Client Experience and The BEST Practice.
  • To work within the Claim Recovery Team to achieve outstanding results, supporting the key strategic objective of providing The BEST place to work with The BEST Teams.
  • To enthuse and engage Vet, Nursing, Reception and Practice Support teams in Claim Recovery and to raise awareness of the direct link between great clinical care, great client experience and good financial management.

Key Activities:

  • Support and work within the team to control insurance company debt via The Claim Recovery Process as follows:
  • Collate claim paperwork, contact client for insurance claim forms, Insurance Claim Recovery Forms and up-to-date policy documents either by telephone, text or email
  • Prioritise claims: admit procedures, claims exceeding £250.00, owner claims, referral patient claims, PTS and insurance companies with strict time limits
  • Calculate total claim and submit via Vetenvoy, VOX, Animal Friends Pawtal, Direct Line electronic link or on a paper claim form
  • Enter detailed notes on patient clinical screen and scan claim to client’s records, detail claim on spreadsheet
  • Process payments received from insurance companies by cheque or BACS and allocate to clients account on PMS and claim spreadsheet
  • If a client shortfall or refund is due raise an account letter giving a thorough breakdown for the client
  • Contact insurance companies regarding outstanding claims
  • File numerically all completed claims / archive folders to branches as and when needed
  • Process pre-authorisations when requested by Vets and notify clients/branch the outcome of the insurers decision
  • Respond to queries from clients, insurance companies and other team members daily
  • To support our culture of continuous improvement by understanding how the Claim Recovery Process is implemented and impacts across the practice and identifying realistic improvements to process
  • Provide updates on client policies when requested by vets
  • Contact insurance companies daily to confirm cover is in place for admit procedures booked in for the following day
  • Check Practice Management System daily for messages for the Claim Recovery Department
  • Update and create new Claim Recovery protocols and procedures
  • Carry out vet / new staff induction training
  • Type agenda items and minute for meetings
  • Update daily target board monthly
  • Carry out any additional duties as requested by Line Manager


Educated to GCSE or equivalent Grade C in Maths and English.

Person Specification / Characteristics:

  • Attention to detail and high level of accuracy
  • Excellent telephone manner
  • Able to work under pressure, able to take direction
  • Focused and efficient, hard working
  • Has a flexible attitude to tasks and priorities
  • Good attendance and timekeeping. Punctual, flexible, reliable
  • Able to control personal emotions, resilient
  • Seeks advice / help where appropriate
  • Professional, conscientious and confident
  • Caring, empathetic, compassionate and sympathetic
  • Honest, trustworthy, polite and approachable
  • Friendly, happy disposition
  • Inspire confidence in clients
  • Uses initiative
  • Respectful of others
  • A positive, supportive team player
  • Encourage colleagues, manage own behaviour
  • Prepared to go the extra mile when necessary
  • Desire to engage with CPD (Continued Professional Development) offered to ensure continuous improvement of out Practice, a willingness to learn
  • Embrace Practice ethos

We have a zero-tolerance policy on any behaviours likely to negatively impact the team e.g. bullying, racism, gossiping, trouble making, insighting victimisation. We rely on a positive, harmonious 'one team' family environment as core to our success. Any such activities will therefore be classed as gross misconduct.


  • Strong administrative skills
  • Strong numeracy skills
  • Effective communication skills with clients, colleagues and insurance companies
  • Strong listening skills with good ability to understand client's needs
  • Able to communicate our key differences and value
  • Strong writing and email skills
  • Manage priorities and time
  • Ability to work at a strong pace with competing priorities
  • Office skills including scanning, photocopying, texting, computer literacy
  • Microsoft Office including Word, Excel and Outlook
  • Blacks Practice Management Software (training will be provided)


Maintain Health & Safety & COSHH requirements at all times

Maintain a secure environment

For more information and to apply, please email

Job Information

No of vacancies: 1 Job type: Full Time Salary: Negotiable Publish date: 16 Jun 2021

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