Client Service Manager

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 interactionwhether 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: $24.00-30.00 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 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

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 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

Financial

• 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 cash envelopes for front desk use
• Makes cash deposits at bank

Client Service Representative Duties

• Responsible 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 states.
• Being attentive to client's and patient's needs while understanding that needs will change on an individual basis.
• 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. Makes overdue reminder calls and updates patient records.
• Notes client communications in patient record each time a conversation is held and ensures appropriate messages are getting to the doctor.
• Reviews patient records for daily scheduled appointments and collects information to make necessary updates.
• Checks in client and monitors flow from check in to discharge.
• Communicates effectively through intercom system, Softros LAN Messenger and utilizes technician staff for communication. This includes following hospital protocols when relaying information.
• Performs client and patient call backs.
• Receives and filters prescription requests. Follows protocols for outside pharmacy requests and promotes the hospitals prescription recommendations.
• 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 needs.
• Collects fees, makes change, and obtains authorization for credit charges following the credit policies of the hospital.
• Able to communicate effectively with client's regarding our wellness plans and ability to set up a Claw Plan properly.
• 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
• Other duties as assigned

Qualifications

Knowledge, Skills, and Abilities

• Customer service experience highly preferred
• Basic Human Resources skills
• Knowledge of sales and marketing techniques
• Good communication skills, both written and oral
• Goal oriented
• Background in managing service oriented operations
• Ability to plan, organize, and effectively present ideas and concepts
• Ability to take information obtained from clients, staff, and other sources, discern that which is credible and assess the hospital and its operations objectively
• Must be able to handle multiple tasks at once, and deal with high levels of stress in an environment of changing priorities

Education/Experience

• Associate's degree and four years of relevant experience; 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.

Schedule