Client Service Manager - Center for Bird and Exotic Animal Medicine (CBEAM) – Bothell, WA
Job Type: Full-Time
The 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 practice.
The 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 receivable.
Management Duties – Operations
Manages doctor’s appointment schedule in AVImark system
W2W = When to Work software)
Service Team Management
Initiates recruitment and schedules interviews for the selection process of new front desk staff. Recommends front office candidates for hiring to the Hospital Manager.
Trains new front desk staff working alongside Training Coordinator
Schedules front desk staff in W2W while working with Hospital Manager to meet hospital budget expectations
Works with the Hospital Manager to provide yearly evaluations to the front office staff
Works with the Hospital Manager to recommend corrective action for front office staff, up to and including termination
Collects feedback from DVMs and other staff on CSR performance and executes training as appropriate
Communicate front desk updates/announcements via employee communication platforms
First point of contact to NVA Helpdesk for front desk-related issues
Verbal and written reminders to support staff regarding applicable CBEAM policies
Coordinate leadership, engagement, and communication activities with the Lead Assistant, Lead Technician, and Project Manager
Assists Hospital Manager with Leadership Team projects as necessary
Drafts front desk protocols and works with Hospital Manager to ensure finalization
Manages USPS account
Manages AllyDVM and other communication platforms
Manages phone system
Ensures it is correctly set for holidays, etc.
Client Service
Triages all incoming client complaints
Elevate to Hospital Manager as situation dictates
Acts 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)
Implements client service initiatives with front desk team
Demonstrates and reinforces highest level of client service
Financial
AR Management
Works to determine reason behind unposted transactions, uses discretion to reconcile accounts to zero balance.
Reviews unpaid accounts on a weekly basis and works with Hospital Manager to determine when to initiate collection proceedings
Monitors cash drawer, credit card transactions and Care Credit transactions and ensures they balance daily with Avimark
Prepares cash envelopes for front desk use
Makes cash deposits at bank
Client Service Representative Duties
Politely and professionally answer and triage phone lines and use AllyDVM software to communicate with clients as appropriate.
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. This includes following hospital protocols when relaying information.
Performs over-the-counter sales of merchandise such as food and toys. Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hospital.
Processes end of day as assigned and reconciles cash drawer according to hospital procedure.
Demonstrates basic emergency procedures and can give proper information on transporting the patient to the hospital. Responsible for advising hospital staff about incoming emergencies.
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 doors.
Prepares and sends welcome letters, referral and thank you letters, condolences, and other correspondence for the doctors and/or Hospital Manager.
Demonstrates a full working knowledge of Avimark procedures and functional applications
Customer service experience highly preferred
Basic Human Resources skills
Knowledge of sales and marketing techniques
Background in managing service oriented operations
Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and its operations objectively
or a high school diploma or equivalent and six years of relevant experience.
Appropriate college coursework or vocational/technical training may substitute an equivalent rate for the required experience.
Full Time
Medical, Vision, Dental Insurance (Full-Time Employees)
~ Quarterly Bonus Pay
~ Employee Assistance Program
~401K Plan (Full-Time Employees)
~ If you are passionate about animal care and eager to expand your experience in exotic veterinary medicine, we encourage you to apply!
As the premier network of over 140 specialty and emergency hospitals across North America, Ethos brings together a dedicated community of more than 1,500 specialized doctors providing care for nearly 2 million pets annually. The integrated and collaborative network of veterinary professionals utilize state-of-the-art technology and a scientific, evidence-based approach to deliver compassionate, unparalleled care and rewarding careers. Ethos Veterinary Health offers a comprehensive benefits program including medical, dental, vision, a 401k with employer match, and paid time off (including sick time) for all eligible employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.
