Client Care Coordinator

Job Description Position Summary The Emergency and Critical Care Services (ECCS) Client Care Coordinator at the Colorado State University Veterinary Teaching Hospital (VTH) is the primary point of contact for pet owners seeking urgent or emergency care in direct collaboration with the medical team. This position ensures a compassionate, communicative, and efficient experience for clients while supporting the complex operations of ECCS. Veterinary Teaching Hospital At the CSU Veterinary Teaching Hospital (VTH) we exist to educate the next generation of veterinarians by providing exceptional veterinary care and service to the community every day. This work unit exists to provide administration and direction of the Veterinary Teaching Hospital and provide a support facility for service to the general public and referring veterinarians.

Full Consideration Date:

April 14, 2026, 11:59pm (MT)

Conditions of Employment:

Pre-employment Criminal Background Check (required for new hires), Essential Services Designation, Legally authorized to work in the United States;

Essential Job Duties:

Serve as the primary point of contact for clients and referring veterinarians (rDVMs) by responding to in-person, phone, voicemail, and email inquiries, providing visit information, addressing concerns, and managing all service-level administrative communication to ensure timely, accurate, and compassionate client care. Coordinate and manage patient access to care by triaging emergencies and case urgency, scheduling new, recheck, and multi-service appointments, preparing financial estimates and consent forms, managing prescription refills, and maintaining accurate daily schedules in collaboration with clinicians and technical staff. Facilitate client education and emotional support by implementing grief and euthanasia protocols, providing guidance during difficult situations, and ensuring patient, client, and staff comfort during emotionally sensitive interactions. Administer and maintain medical record and referral workflows by collecting, organizing, validating, and uploading medical records, imaging, and patient data into Stringsoft; initiating and managing rDVM referrals; and communicating patient status updates such as transfers, discharges, or euthanasia to referring providers. Lead veterinary student onboarding and service orientation by providing pre-rotation materials, conducting orientation sessions on client communication and hospital procedures, serving as the primary contact for student questions, and ensuring students are prepared to function effectively within the service. Develop, maintain, and enforce service administrative systems by creating and updating standard operating procedures (SOPs), managing service email and communication channels, and distributing critical operational information to clinicians, technicians, students, and volunteers. Support service recovery and interdepartmental coordination by partnering with the Service Excellence Coordinator, clinic leadership, and external veterinarians to investigate incidents, identify root causes, manage client follow-up, and maintain continuity of care and professional relationships. Perform other related duties as assigned to support hospital operations and service needs.

Minimum Qualifications:

Minimum Education required: High school diploma or GED Minimum Experience/Skills required: Two (2) years of customer service in a fast-paced, client-facing role. Ability to work a full-time schedule onsite, including potential evenings, weekends, and holidays as needed. Successful candidate must be legally authorized to work in the United States; department will not provide visa sponsorship. Preferred Qualifications Bachelor's degree in a related field (e.g., human development and family studies, business, communications, psychology, animal science, or a healthcare-related discipline). Experience in a veterinary, medical, emergency, or specialty client service environment. Experience with veterinary or medical scheduling systems (e.g., Cornerstone, Instinct, UVIS, Avimark, etc.) Demonstrated ability to work effectively and professionally in fast-paced, emotionally charged environments, including handling sensitive or high-emotion situations with empathy and composure. Familiarity with medical record systems and terminology. Strong written and verbal communication skills. Experience facilitating financial transactions, estimates, or third-party payment plans (e.g., CareCredit, ScratchPay). Demonstrated commitment to customer care. Flexibility and adaptability to cross-train and work in multiple service areas Salary Range 43,000-50,000 Employee Benefits Colorado State University is not just a workplace; it's a thriving community that's transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. Review our detailed benefits information here. Explore the additional perks of working at CSU here. For the total value of CSU benefits in addition to wages, use our compensation calculator. Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in! Application Information Required Application Documents To apply, please upload the following applicant documents. Ensure your materials fully address the required and preferred job qualifications of the position. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Cover Letter, Resume/CV Application Instructions and Information For State Classified searches, you may be able to skip the Experience, Education, Certification, Language, and Skills sections. Be sure to review the qualifications in the job posting to determine whether these sections should be completed. If additional documentation is required or should be uploaded to meet the requirements of the position, please attach all required documents in the Required Application Documents section as specified in the job posting. Clearly outline dates of employment (Month & Year) for each position listed in the Work Experience section of your application. Human Resources must be able to evaluate your experience based on this information. The Work Experience section is the only part of your application used to determine if minimum qualifications, as outlined in the job posting, have been met. The application is the legal document on file; resumes will not be reviewed to determine minimum qualifications. Incomplete Applications Applications will not be considered if: The Work Experience section is blank or lists "see resume." Job duties are missing for any listed position. Month/Year employment dates are not included. Notes Appointment to the vacancy or vacancies represented by this announcement is expected to be made from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid, articulated business reason. The selection process for State Classified positions may include exam(s) and/or interview(s) that require candidates to appear in person, at the candidate's own expense. Pertinent updates to your application status can be obtained by logging into your candidate account. Salary is commensurate with relevant experience and/or education and will be determined in accordance with State Classified compensation policies. Current CSU employees should apply through the Jobs Hub in their Workday account. For Current or Former Employees of the

State of Colorado:

Per the requirements of the Step Pay Program implemented on July 1, 2024, any State employee must be paid a rate that is equal to or greater than the appropriate step pay rate within their classification's pay range, based on completed years in their current class series as of June 30. All current and former State employees must ensure that their entire work history within the State Classified System, including at Institutions of Higher Education, is included in the application so that time-in-series can be accurately calculated. Background Check Policy Statement Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so. EEO Colorado State University (CSU) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Employment and Appeal Rights If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging. Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb. A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action:

Colorado State Personnel Board/State Personnel Director, Attn:

Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203.

Fax:

303-866-5038.

Phone:

303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination. Inspired by its land-grant heritage, Colorado State University is committed to excellence and engagement, setting the standard for public research universities in teaching, research, service and extension for the benefit of the citizens of Colorado, the United States, and the world. Prospective Employees, click here to learn more about CSU's perks and purpose. Current employees will need to apply for jobs in Workday.