As with any business in Dudley, a vet practice such as ours at Blacks Vets 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:
A practice manager at Blacks Vets will oversee the general everyday running of the practice in Dudley. 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.
Our Blacks Vets receptionist will 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.
The insurance administrator will support the claims process for your Dudley pet by helping to recover 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!
If you would like further details about the role a client care team plays in looking after your pets in Dudley please feel free to contact us at Blacks Vets.