The role of a client care team in Hawick

As with any business in Hawick, a vet practice such as ours at Hawick 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:

Practice Manager

The practice manager at Hawick Vets oversees the general everyday 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.

Receptionists

Our Hawick Vets receptionist answers calls, book appointments, and welcome clients and pets to the practice. Receptionists are the face of the practice, so strong people skills are essential.

Accounts team

Process client payments, manage debts and pay third-party supplier invoices pertaining to business functions.

Insurance administrator

Support the claims process for your Hawick Vets by 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.

While the client care team is not involved in the treatment side of the practice, being an animal lover helps!

If you would like further information about the role a client care team plays at Hawick Vets. Please feel free to contact us.