Veterinary Hospital Support Agent

4 days ago

Port Macquarie, New South Wales, Australia Trupanion Australia Full time

About Trupanion

Trupanion Australia provides unmatched pet insurance cover and support for loved pets around Australia. We distribute and administer one simple comprehensive pet insurance plan.

Join us in making a significant impact on pet health across Australia. At Trupanion, we are dedicated to creating meaningful change for pets and their owners nationwide.

Be part of a team of smart, passionate individuals who are dedicated to excellence in our pet friendly office. At Trupanion, we are looking for a Veterinary Hospital Support Agent to support our valued hospital partners.

Veterinary Hospital Support Agent

Are you a knowledgeable vet, vet-nurse or pet passionate individual, ready to help pets from our friendly Port Macquarie office?

Success in this role is based on facilitating a smooth claims experience for hospitals/customers & explaining how coverage and our claims process works.

You will be organised and detail-oriented and have the confidence to navigate the claims life-cycle.

Daily work-flow will include handling Inbound/Outbound calls and emails to and from Veterinary Hospitals & customers who have purchased our policy.

Primary function of this role is to support Veterinary Hospitals through our easy claims process - leveraging your existing understanding of the veterinary industry or claims skills.

This will involve:

  1. Create, build and grow relationships with veterinary hospitals.
  2. Trouble-shooting, follow-up & resolution of veterinary hospitals claim issues.
  3. Calling hospitals to collect/clarify details on pet medical records.
  4. Collaboration with other teams to allow efficient claims progression.
  5. Adherence to privacy and regulatory requirements.
  6. Clearly explaining claims.
  7. Train Veterinary teams in Trupanion process.

Secondary function of this role is to assist members in the following areas:

  1. Answering claims questions and other member interactions.
  2. Explain how the product works and how processes affect members/hospitals.
  3. Retaining members through inbound and outbound phone calls.
  4. Helping members and responding to routine member emails.
  5. Escalating member issues if unable to immediately resolve.

Experience:

  1. Preferred experience in the veterinary industry.
  2. Experience in the finance or pet health care industry otherwise valued.
  3. Proficient with Microsoft Office Suite, to include fluency with Excel, Word, Outlook, and PowerPoint, OneNote, OneDrive with preferred exposure to Dynamics CRM, Sharepoint.

Skills, Knowledge & Abilities:

  1. Results-driven.
  2. Excellent verbal and written communication skills.
  3. Analytical skills and the ability to communicate to all levels of stakeholders.
  4. Strong listening and speaking skills.
  5. Ability to effectively multitask and prioritise.
  6. Ability to learn quickly in an ever-changing, fast-paced environment.
  7. Friendly positive mindset.
  8. Collaborative – able to work with local and international teams.
  9. Sociable; enjoys interacting with others and developing a strong network.
  10. Interpersonally astute and personable; relates to a wide variety of people.
  11. Operational, pragmatic and process oriented.
  12. Sets and maintains high performance standards.
  13. Pays close attention to detail, accuracy and completeness.
  14. Takes action to influence events.
  15. Has structured work approach.
  16. Self-motivated and good time management skills.
  17. Happy to work alone and equally with others from various backgrounds.

Trupanion values diversity, difference of opinion and experience.

If you wish to be considered for this Full-time role based in our Port Macquarie Office, please send a cover letter addressing the specifics of this role and your resume to: jamie-lee.bishop@trupanion.com.au

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