For Emergencies:
Written by Stacey, Client Accounts & Claims Manager
When we think about veterinary care, our minds naturally go to the clinical teams caring for patients – the vets, nurses and wider team working hands-on to help pets when they need us most. But alongside that care is a dedicated team working behind the scenes to keep everything running.
In this blog, Stacey, our Client Accounts & Claims Manager, shares an insight into her role at Bridge Referrals, the challenges that come with managing client accounts, insurance claims and debt, and why the work she does is so important in helping us continue to provide the very best care for our patients.
When people think of working in a veterinary clinic, they picture us treating sick animals. While that is true, there is a vital side to the business I oversee as the Client Accounts and Claims Manager.
In this role, I manage client accounts, insurance claims, debt and stock pricing while ensuring financial accuracy and supporting the team’s growth. It is a behind-the-scenes job that helps keep the practice running. Often, I act as the middleman between clients and insurance companies. This can be difficult, especially when dealing with unpaid bills or frustrated clients, but I always strive to remain kind and patient.
Chasing debt is often seen as being the “bad guy,” but it is a necessary, difficult, part of my role which can be an emotional balancing act. I 100% empathise with pet owners facing financial stress during a very difficult and emotional time, but I must also safeguard our practice’s future. We are a business and that means we have to pay for our amazing staff, life-saving equipment which needs maintaining, and a constant need for medical supplies. Every unpaid invoice isn’t just a number, it represents lost resources that could have been used to provide urgent care for another pet in need.
My goal is always to find solutions that bridge that gap, helping clients while ensuring the practice remains strong enough to keep its doors open for everyone.
I have challenging days, but finding solutions that support both our clients and the practice makes it all worthwhile as behind every hard working clinical staff member there is an admin team working hard on the business side to ensure that care is possible.
Despite the challenges, I find fulfillment in knowing my work is a part of our success. Every account I manage and every solution I create means our practice has the resources we need to keep performing life saving work. Knowing that I’m helping so we can continue to be there for our clients and their pets when they need us most, makes it worthwhile and I am proud to be part of.
