VETERINARIAN COORDINATOR (HYBRID – MAKATI)

Overview

VETERINARIAN COORDINATOR (HYBRID – MAKATI) Jobs in Makati, National Capital Region, Philippines at Inova Care

Title: VETERINARIAN COORDINATOR (HYBRID – MAKATI)

Company: Inova Care

Location: Makati, National Capital Region, Philippines

Job Summary

Veterinarian Coordinator supports the day-to-day administration of client accounts, affiliates, pet facility partners, providers, and vendors by coordinating appointment scheduling, eligibility verification, policy and coverage reviews, and claims processing for pet insurance products. This role is responsible for reviewing, evaluating, and processing pet insurance claims with accuracy, efficiency, and strong attention to detail, including assessing veterinary invoices, treatment records, and claim submissions to determine eligibility and reimbursement in accordance with policy guidelines. The position also provides customer service support through voice and non-voice channels, maintains accurate documentation in company systems, supports operational projects, assists with reporting and administrative coordination, and ensures compliance with internal policies, operational procedures, regulatory requirements, and data privacy standards.

Key Responsibilities

Customer Service

• Provide high-quality customer service through voice and non-voice channels, assisting clients, policyholders, veterinary partners, and other stakeholders with inquiries related to appointments, policy coverage, benefits, and claims.
• Handle inbound and outbound customer service interactions in a professional and timely manner.
• Accurately document customer interactions and maintain records in the company’s CRM and claims management systems.
• Process inquiries received via email, mail, and other communication channels, ensuring prompt and accurate resolution.
• Escalate complex inquiries or issues to the appropriate team or department when necessary.
• Maintain accurate call logs, complaint records, and operational reports on a daily, weekly, monthly, quarterly, and annual basis.
• Verify policy eligibility, coverage, and claim requirements in accordance with company guidelines.
• Coordinate appointment scheduling and client requests with veterinary clinics, partners, and internal teams as needed.
• Adhere to company policies, operating procedures, service standards, and regulatory requirements.

Provider Recruitment and Relations

• Support onboarding and relationship management activities for veterinary clinics, pet facility partners, and service providers.
• Coordinate provider-related projects and ensure timely completion of assigned deliverables.
• Track provider documentation and maintain accurate partner records.
• Prepare operational reports and project updates as requested by management.

Claims Processing and Administration

• Review, evaluate, and process pet insurance claims for accuracy, completeness, eligibility, reimbursement, and compliance with policy terms.
• Assess veterinary invoices, treatment records, claim forms, and supporting documentation to determine eligible benefits.
• Receive, organize, and manage claim documents to ensure complete and accurate processing.
• Compile, validate, analyze, and summarize claim information and prepare reports as required.
• Identify potentially fraudulent or suspicious claims and escalate them in accordance with company procedures.
• Request and obtain additional documentation or clarification from policyholders, veterinary providers, or other stakeholders when necessary.
• Resolve claim-related inquiries, follow-ups, and escalations while maintaining excellent customer service.
• Maintain accurate claim notes and documentation within the claims management system.
• Ensure compliance with company policies, applicable regulations, and data privacy requirements when handling confidential customer and claim information.

Adaptation of Responsibilities Based on Business Requirements

In the event of limited or no transactions, the Pet Claims Specialist / Operations Coordinator may be assigned additional responsibilities to support the team’s ongoing operational needs, client requirements, and business objectives.

Qualifications

• Bachelor’s degree in veterinary technology, Animal Science, or an equivalent field.
• Prior experience in a veterinary clinical setting is an advantage but not required.
• Strong attention to detail with the ability to maintain a high level of accuracy while managing multiple claims and tasks simultaneously.
• Proficient in using claims management systems, CRM platforms, and Microsoft Office applications (Outlook, Excel, Word).
• Manila-based, hybrid.