Job Description

Vets4Pets Northampton Hospital

Hybrid working | Part-time or Full-time | Flexible hours

Are you an experienced RVN looking for a role where you can continue to use your clinical knowledge without spending all of your time in a traditional nursing position?

We are looking for a highly organised, clinically knowledgeable Clinical Operations Administrator – RVN to join our busy 24/7 small animal hospital.

This is a varied role supporting clients, vets, nurses and the wider hospital team across a broad range of clinical and administrative tasks.

The position offers flexible hours and home working, but regular attendance at the hospital will also be required to support the clinical team, attend meetings, assist with more complex cases and provide in-practice support where needed. For this reason, applicants must live within a reasonable commuting distance of Northampton.

The role

You will be involved in the day-to-day coordination and administration of patient care, using your RVN experience to support our clinical teams while also acting as an important point of contact for clients.

Your responsibilities will include:

Client and clinical support

• Handling telephone and WhatsApp enquiries from clients
• Supporting clients with pre-operative and post-operative information
• Making follow-up and advice calls
• Explaining treatment plans and next steps clearly to clients
• Preparing and sending clear written summaries to clients following consultations, including agreed plans, medication instructions, next steps and follow-up requirements
• Reporting laboratory results to clients where clinically appropriate and under veterinary direction
• Responding to queries regarding procedures, medications and ongoing care

Estimates and treatment plans

• Preparing accurate estimates for investigations, procedures and treatment
• Preparing and updating treatment plans
• Ensuring clients understand likely costs before treatment proceeds
• Liaising with clinicians where treatment plans or estimates need clarification
• Supporting clients where treatment plans change during the course of care
• Ensuring estimates and treatment plans are documented accurately within the patient record

Prescriptions and medication administration

• Supporting the processing of prescription requests
• Liaising with vets regarding repeat prescriptions and medication authorisation
• Communicating prescription and medication information to clients
• Working closely with our pharmacy team to ensure requests are dealt with efficiently
• Supporting medication-related client enquiries and escalating clinical questions appropriately

Procedure and diary management

• Managing bookings for surgery, diagnostics and non-routine procedures
• Coordinating diaries for vets, nurses and clinical services
• Managing bookings for second opinions
• Coordinating complex or multi-stage cases

Referrals and second opinions

• Supporting internal and external referrals
• Coordinating second-opinion appointments
• Collating and sending clinical histories, laboratory results and imaging
• Liaising with referring and referral practices

Laboratory results

• Contacting clients with results where directed by a veterinary surgeo

AHC and OV66 support

• Preparing documentation for Animal Health Certificates
• Assisting vets with AHC preparation and administration
• Supporting OV66 and other Official Veterinarian documentation
• Liaising with clients regarding required information and appointments

Insurance support

• Supporting the hospital insurance team with clinical information
• Collating relevant medical records and documentation
• Providing treatment plans and estimates where required
• Assisting with queries relating to ongoing claims
• Liaising with clinicians where insurers require further information
• Helping ensure claims are processed accurately and efficiently

Clinical complaints support

• Supporting the investigation of clinical complaints

About you

This role would suit an experienced Registered Veterinary Nurse who enjoys the organisational and client-facing side of veterinary practice and wants to remain closely involved in clinical care.

You will need:

• Current or previous RVN experience
• Strong clinical knowledge and understanding of veterinary terminology
• Excellent communication skills
• Confidence dealing with clients by telephone, email and messaging platforms
• The ability to explain clinical information clearly and sensitively
• Excellent organisation and diary-management skills
• Strong attention to detail
• Confidence managing several tasks at once
• The ability to work independently and prioritise effectively
• Good IT skills and confidence using veterinary practice management systems
• A calm, professional approach when dealing with difficult or sensitive situations
• The ability to recognise when a query needs to be escalated to a veterinary surgeon
• The ability to attend the hospital when required, so applicants should be within a reasonable commuting distance of Northampton

Experience in hospital practice, referrals, insurance, client complaints, laboratory administration or complex case coordination would be particularly advantageous.

Working pattern

We want this role to offer genuine flexibility.

Both part-time and full-time working patterns can be considered, with flexibility around working hours to suit both the successful candidate and the needs of our 24/7 hospital.

The role can include a significant element of home working, particularly for administrative tasks, telephone support and case coordination.

However, this is not a fully remote position. You will also need to attend the hospital when required to support the clinical team, assist with operational needs, attend meetings and deal with cases that are better managed in person.

For this reason, applicants will need to be based within a practical commuting distance of Vets4Pets Northampton Hospital.

Why join us?

This is an opportunity to use your nursing experience in a very different way.

You will remain closely involved in patient care, but with a greater focus on communication, organisation, case coordination and clinical support.

You will work alongside our vets, nurses, pharmacy team, reception team, insurance team and management team, helping improve the client journey and reduce the administrative burden on our clinical colleagues.

If you are an RVN who enjoys problem-solving, organisation and client communication, and you want to use your clinical knowledge in a flexible hybrid role within a busy 24/7 hospital, we would love to hear from you. Salary £30k FTE