TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
TalentAlly is a recruitment platform that connects diverse talent with inclusive employers, focusing on enhancing workplace diversity and inclusion. The company offers job postings, recruitment…
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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 (CBEA
M) 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
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
igned
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
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
