Client Service Manager

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.

$ depending on experience.

• Management Duties – Operations
  • Manages doctor’s appointment schedule in AVImark system
  • Inputs doctor’s schedule from W2W into Avimark. (W2W = When to Work software)
  • Determines appropriate length of appointments and works with MDVM to determine which species treated by which doctors.
  • Maintains schedule spreadsheet for receptionists.
• 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
  • Maintains front desk manual
  • Schedules front desk staff in W2W while working with Hospital Manager to meet hospital budget expectations
  • Delegates tasks to all staff.
  • 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
• Attends leadership team meetings, conducts front desk meeting, and attend all other related meetings as needed
• 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
• Oversees test sample mailings and checks lab order sheets to ensure accuracy
• Manages AllyDVM and other communication platforms
• Manages phone system
  • Ensures it is correctly set for holidays, etc.
  • Updates menus as needed

• 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 contact = receptionists, second point of contact = Client Service Manager, third point of contact = DVM, fourth point of contact = Hospital Manager, fifth point of contact = MDVM)
• CLAW Plan Champion – administration of all duties related to CLAW (PAW) Plans
• Works to optimize client experience
• Implements client service initiatives with front desk team
• Demonstrates and reinforces highest level of client service

• AR Management
  • Reviews and reconciles unposted Avimark transactions on a weekly basis. 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…