Client Service Manager
Ethos Veterinary Health
- Bothell, Washington, United States
- Bothell, Washington, United States
About
Client Service Manager - Center for Bird and Exotic Animal Medicine (CBEAM) – Bothell, WA
Job Type: Full-Time
About Us
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.
Position Summary
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.
Compensation:
$ Depending on experience
Key Responsibilities
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
Languages
- English
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