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.

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.

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