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.

$24.00–$30.00 per hour, depending on experience.

• Manage doctor’s appointment schedule in AVImark system (including inputting schedules from W2W, determining appointment length, and coordinating species assignment).
• Maintain schedule spreadsheet for receptionists.
• Initiate recruitment and schedule interviews for new front desk staff; recommend candidates for hiring.
• Train new front desk staff in collaboration with Training Coordinator.
• Maintain front desk manual; schedule staff in W2W.
• Delegate tasks to all staff and work with Hospital Manager to provide yearly evaluations.
• Recommend corrective action for front office staff, including termination if necessary.
• Collect feedback from DVMs and other staff; execute training as appropriate.
• Communicate front desk updates via employee platforms.
• Serve as first contact to NVA Helpdesk for front desk issues.
• Attend leadership team meetings and conduct front desk meetings.
• Provide verbal and written reminders to staff regarding CBEAM policies.
• Coordinate leadership and communication activities with Lead Assistant, Lead Technician, and Project Manager.
• Assist Hospital Manager with Leadership Team projects.
• Draft front desk protocols and finalize with Hospital Manager.
• Manage USPS account and oversee test sample mailings.
• Manage AllyDVM and other communication platforms.
• Manage phone system, ensuring correct holiday settings and menu updates.
• Triage incoming client complaints and questions regarding billing; serve as second point of contact after receptionists.
• Act as CLAW Plan Champion—administer CLAW (PAW) Plans.
• Work to optimize client experience and implement client service initiatives with front desk team.
• Show highest level of client service and reinforce it.
• Manage AR—review and reconcile unposted Avimark transactions weekly, monitor cash drawer and credit card transactions, prepare envelopes, deposit cash, etc.
• Perform client service representative duties such as greeting clients, checking in/out, handling phone, scheduling, making reminders, processing prescriptions, providing over‑the‑counter sales, etc.
• Maintain appearance and cleanliness of waiting room and reception area.
• Prepare and send correspondence (welcome letters, referrals, etc.).
• Other duties as assigned.

• Customer service experience highly preferred.
• Basic Human Resources skills.
• Knowledge of sales and marketing techniques.
• Good written and oral communication skills.
• Goal oriented.
• Background in managing service‑oriented operations.
• Ability to plan, organize, and present ideas.
• Ability to discern credible information and assess operations objectively.
• Ability to handle multiple tasks under high stress.

• Associate’s degree and four years of relevant experience; or high school diploma/equivalent and six years of relevant experience.
• Appropriate college coursework or vocational/technical training may substitute for equivalence.

Full Time.

• Medical, Vision, and Dental Insurance (Full‑Time Employees).
• Paid Time Off.
• Quarterly Bonus Pay.
• Employee Pet Discounts.
• Employee Assistance Program.
• 401(k) Plan (Full‑Time Employees).
• Uniform Stipend.

If you are passionate about animal care and eager to expand your experience in exotic veterinary medicine, we encourage you to apply!

Ethos Veterinary Health is an Equal Opportunity Employer. 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. All applicable state and local hiring regulations are followed.