Ethos Veterinary Health · 9 hours ago
Client Service Manager
Bothell, WA
Full-time
Onsite
Mid Level
$24/hr - $30/hr
4+ years expEthos Veterinary Health is a specialized veterinary hospital dedicated to providing high-quality care to avian and exotic species. The Client Service Manager plays a key role in leading and supporting the front desk team, ensuring smooth operations and an excellent experience for clients and their pets.
Health CareMedicalVeterinary
Responsibilities
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
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
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
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
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
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
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
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
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
Qualification
Required
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
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
Benefits
Medical, Vision, Dental Insurance (Full-Time Employees)
Paid Time Off
Quarterly Bonus Pay
Employee Pet Discounts
Employee Assistance Program
401K Plan (Full-Time Employees)
Uniform Stipend
Company
Ethos Veterinary Health
Ethos is a veterinary health company with hospitals that provide advanced veterinary medical services.
10001+ employees
H1B Sponsorship
Ethos Veterinary Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2021-08-16Acquired
Leadership Team
Patrick Welch
Executive Leadership Team Member
Recent News
Seattle TechFlash
2025-09-09
Company data provided by crunchbase