Veterinary Administrator

At Animal Trust, we believe pets should come before profit. As a Community Interest Company, we’re committed to making veterinary care accessible while delivering high-quality care to the animals who need us.

We’re looking for an organised, detail-focused Veterinary Administrator to support our hospitals across three key areas at our Shrewsbury Hospital:

Debt and Insurance, Referral and Inpatient Management, and Health plan.

You’ll manage an assigned workload across all three areas, maintaining clear notes, agreed next steps and follow-up dates. Priorities will be set through our Central Operations team, and you’ll work closely with your hospital colleagues to ensure inpatient charging and discharge processes remain accurate and up to date.

You’ll follow approved procedures, communicate clearly and raise clinical questions, overdue actions or capacity concerns promptly. You’ll also learn all three areas so you can support agreed cover across the group when needed.

This is a varied administrative role where you’ll work closely with our hospital teams and central operations colleagues to keep records accurate, resolve queries, support clients and ensure important tasks are followed through.

If you enjoy keeping things organised, solving problems and making a difference behind the scenes, this could be the role for you.

What you’ll be doing:

Debt and Insurance

• Manage assigned customer and insurance balances across the group, keeping accurate records and following up outstanding actions.
• Communicate professionally and sensitively with clients about overdue payments and insurance shortfalls.
• Liaise with insurance providers to resolve routine claims, invoice and payment queries.
• Allocate insurance payments, investigate unapplied cash and support financial reconciliation.
• Maintain accurate records in our practice management system, ensuring balances and queries are directed through the correct processes.
• Administer authorised payment plans and prepare referrals for debt collection where required, escalating disputes and financial exceptions appropriately.

Referral and Inpatient Management

• Coordinate incoming and outgoing referrals, ensuring records and documentation are complete and bookings are confirmed.
• Work with vets and nurses to review inpatient charges, checking that treatments, procedures, medication, consumables and accommodation are accurately recorded in our practice management system.
• Identify and resolve missing, duplicate or outstanding charges in collaboration with the clinical team.
• Help maintain accurate estimates and running balances, ensuring discharge bills are complete and payment or insurance handovers are coordinated.
• Track outstanding referral reports and bookings, following up with the relevant colleagues to keep things moving.
• Ensure administrative handovers are clear, accurate and completed promptly.

Health plan

• Support Health plan enrolments, membership changes, renewals and routine client queries.
• Maintain accurate membership and contact records, checking eligibility and entitlements against approved plan terms.
• Liaise with plan providers and colleagues to resolve routine queries and discrepancies.
• Follow up failed payments, cancellations and renewals in line with agreed procedures.
• Help clients arrange plan-related appointments and maintain records of outstanding queries.
• Identify recurring issues and contribute to improvements in our Health plan administration.

What we’re looking for:

We’re looking for someone who is organised, proactive and confident managing a varied workload. You’ll be comfortable working independently while knowing when to ask for support or escalate an issue.

You’ll bring:

• Experience in administration, customer service, finance administration or veterinary practice support.
• Excellent attention to detail and the ability to maintain accurate records.
• Strong communication skills, including the confidence to handle sensitive conversations about payments professionally and empathetically.
• Good organisational skills, with the ability to manage competing priorities, follow up outstanding actions and see tasks through to completion.
• Confidence using computer systems and spreadsheets, with the ability to learn new processes and systems.
• A collaborative approach and the ability to work effectively with vets, nurses, reception teams and central colleagues.
• A commitment to handling confidential personal and financial information appropriately.

Role Detail:
Rota: 40hrs Monday - Friday

Annual Leave: 5.6 weeks (including Bank Holidays 

Benefits:

Staff Discount 

Up to 52 weeks sickness available 

Employee assistance programme

4% pension contribution 

Store Discount through PerkBox

and more ...