Insurance Administrator

About the Role

Vets Now has been leading out-of-hours emergency care for over 20 years, supporting more than 1,000 vet practices across 60+ emergency clinics and specialist referral hospitals nationwide. You'll join the reception and administration team as an Insurance Administrator, working Monday to Friday, 9am to 5pm, with remote flexibility and travel to the Dunfermline support office as needed. This is a steady, straightforward role that forms the backbone of claims processing.

You'll be the vital link between clinic teams, clients, and insurance companies. Your focus will be processing claims from start to settlement, keeping communications accurate, maintaining meticulous records, and spotting discrepancies before they become problems. It's detail-driven work where your thoroughness directly improves the experience for clinicians, clients, and colleagues alike.

Key Responsibilities

• Process insurance claims through their full lifecycle, from submission to settlement
• Handle customer service enquiries via phone and email with professionalism
• Maintain accurate and up-to-date client communication records
• Keep precise insurance records in business systems
• Liaise effectively with insurers, clients, clinicians, and colleagues
• Identify and resolve discrepancies promptly
• Work confidently with insurance portals and paper-based documentation
• Propose improvements to streamline processes and increase efficiency

Requirements

• Experience in customer service, ideally handling complex queries
• Knowledge of credit management and insurance claims (preferred, not essential)
• Strong relationship-building skills with diverse stakeholders
• Professional, ethical, and proactive approach to your work
• Positive, confident, and collaborative mindset

Benefits

• Salary: £26,227 per annum
• 7 weeks pro rata annual leave
• Your birthday as a paid day off
• Health Cash Plan provided by Simply Health
• UK Standard Pension contributions (5% employee, 3% employer)
• Up to 50% discounted staff pet care
• Death in service benefit of two times annual salary
• Membership of employee wellbeing programme
• Company sick pay, maternity pay, paternity pay, and adoption pay schemes

About the Practice

Vets Now is an award-winning organisation at the forefront of out-of-hours emergency and specialist referral care across the UK. Operating over 60 emergency clinics and specialist referral hospitals, the company supports more than 1,000 vet practices nationwide. Vets Now is a Disability Confident Employer committed to welcoming applications from all backgrounds and making reasonable adjustments throughout the recruitment process.