Client Service Manager

Client Service Manager - Center for Bird and Exotic Animal Medicine (CBEAM) - Bothell, WA

Job Type: Full-Tim

e
About

UsThe Center for Bird and Exotic Animal Medicine (CBEAM) is a specialized veterinary hospital dedicated to providing high-quality care to avian and exotic species. Our team is passionate about the unique needs of exotic pets, and we are looking for a dedicated Client Service Manager to join our growing practic

e.
Position Summ

aryThe Client Service Manager plays a key role in leading and supporting our front desk team. This position provides guidance, supervision, and day-to-day oversight to ensure smooth operations and an excellent experience for clients and their pets. You'll help foster a culture of compassionate, high-quality service across every interaction-whether with clients, staff, or volunteers. In this role, you'll train and mentor the client service team, serve as a go-to resource for both staff and veterinarians, and oversee scheduling, phone communications, and appointment management. You'll also be responsible for handling patient information accurately and managing accounts receivab

le.
Compensat

ion:$24.00-30.00 Depending on experi

ence
Key Responsibil

itiesManagement Duties - Opera

• tionsManages doctor's appointment schedule in AVImark s
• ystemInputs doctor's schedule from W2W into Avimark. (W2W = When to Work soft
• ware)Determines appropriate length of appointments and works with MDVM to determine which species treated by which doc
• tors.Maintains schedule spreadsheet for reception
• ists.Service Team Manag
• ementInitiates recruitment and schedules interviews for the selection process of new front desk staff. Recommends front office candidates for hiring to the Hospital Man
• ager.Trains new front desk staff working alongside Training Coordi
• natorMaintains front desk m
• anualSchedules front desk staff in W2W while working with Hospital Manager to meet hospital budget expecta
• tionsDelegates tasks to all s
• taff.Works with the Hospital Manager to provide yearly evaluations to the front office
• staffWorks with the Hospital Manager to recommend corrective action for front office staff, up to and including termin
• ationCollects feedback from DVMs and other staff on CSR performance and executes training as approp
• riateCommunicate front desk updates/announcements via employee communication plat
• formsFirst point of contact to NVA Helpdesk for front desk-related i
• ssuesAttends leadership team meetings, conducts front desk meeting, and attend all other related meetings as n
• eededVerbal and written reminders to support staff regarding applicable CBEAM pol
• iciesCoordinate leadership, engagement, and communication activities with the Lead Assistant, Lead Technician, and Project Ma
• nagerAssists Hospital Manager with Leadership Team projects as nece
• ssaryDrafts front desk protocols and works with Hospital Manager to ensure finaliz
• ationManages USPS ac
• countOversees test sample mailings and checks lab order sheets to ensure acc
• uracyManages AllyDVM and other communication plat
• formsManages phone s
• ystemEnsures it is correctly set for holidays,
• etc.Updates menus as n

eededClient Se

• rviceTriages all incoming client compl
• aintsElevate to Hospital Manager as situation dic
• tatesActs as the second point of contact for clients with questions regarding their bills/estimates (first point of c receptionists, second point of c Client Service Manager, third point of c DVM, fourth point of c Hospital Manager, fifth point of c
• MDVM)CLAW Plan Champion - administration of all duties related to CLAW (PAW)
• PlansWorks to optimize client exper
• ienceImplements client service initiatives with front desk
• teamDemonstrates and reinforces highest level of client se

rviceFina

• ncialAR Manag
• ementReviews and reconciles unposted Avimark transactions on a weekly basis. Works to determine reason behind unposted transactions, uses discretion to reconcile accounts to zero bal
• ance.Reviews unpaid accounts on a weekly basis and works with Hospital Manager to determine when to initiate collection procee
• dingsMonitors cash drawer, credit card transactions and Care Credit transactions and ensures they balance daily with Av
• imarkPrepares cash envelopes for front des
• k useMakes cash deposits at

bankClient Service Representative D

• utiesResponsible for greeting clients, determining the needs of the clients and patients, and completing the check-in and check-out process. Models a professional and courteous manner with staff and clients. This includes being compassionate and understanding, while working with clients in various emotional st
• ates.Being attentive to client's and patient's needs while understanding that needs will change on an individual b
• asis.Politely and professionally answer and triage phone lines and use AllyDVM software to communicate with clients as appropr
• iate.Follows established policy and procedures in scheduling clients for prompt treatment of ill and/or injured patients, as well as proper scheduling of patients in need of vaccinations, rechecks, surgeries, in-hospital procedures, and other services that require the doctors' and technicians'
• time.Helps with client reminders for annual health assessments, parasite checks, dentistry, senior care, etc. Makes overdue reminder calls and updates patient rec
• ords.Notes client communications in patient record each time a conversation is held and ensures appropriate messages are getting to the do
• ctor.Reviews patient records for daily scheduled appointments and collects information to make necessary upd
• ates.Checks in client and monitors flow from check in to disch
• arge.Communicates effectively through intercom system, Softros LAN Messenger and utilizes technician staff for communication. This includes following hospital protocols when relaying informa
• tion.Performs client and patient call b
• acks.Receives and filters prescription requests. Follows protocols for outside pharmacy requests and promotes the hospitals prescription recommendat
• ions.Performs over-the-counter sales of merchandise such as food and toys. Demonstrates a technical knowledge of products and is capable of assisting clients with their product n
• eeds.Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hosp
• ital.Able to communicate effectively with client's regarding our wellness plans and ability to set up a Claw Plan prop
• erly.Processes end of day as assigned and reconciles cash drawer according to hospital proce
• dure.Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergen
• cies.Maintains appearance and cleanliness of the waiting room and reception area, including re-stocking of products, office supplies, client educational materials, etc. This includes cleaning of urine and stool from lobby and outside of building each time coming through the d
• oors.Prepares and sends welcome letters, referral and thank you letters, condolences, and other correspondence for the doctors and/or Hospital Man
• ager.Demonstrates a full working knowledge of Avimark procedures and functional applica
• tionsOther duties as ass