Client Care Coordinator

The Emergency and Critical Care Services (ECCS) Client Care Coordinator at the Colorado State University Veterinary Health System (VHS) 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.

Monday July:59pm (MT). Open until filled.

At the CSU Veterinary Health System animals and the people who care for them are at the heart of everything we do. Every decision we make reflects our commitment to those who trust us with their animals health. That focus inspires us to deliver expert veterinary services support veterinary education and training and advance groundbreaking research.

We show up every day with passion eagerness to collaborate and a drive to redefinewhatspossible. Our deep partnership with the College of Veterinary Medicine and Biomedical Sciences amplifies our impact enabling us to boldly innovate and share knowledge widely.

• 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.

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

• 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.
• The successful candidate must be legally authorized to work in the United States; the department will not provide visa sponsorship.

• Bachelors 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 InstinctUVIS 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.

This position will remain openuntilfilled. Interested applicants mustsubmita cover letter that addresses how professionalexperiences alignwith the required and preferred qualifications and a current resume. References will be requested from finalists and will not be contacted without prior notification of candidates.

CSU is committed tofullinclusion of qualified individuals. If youneedassistance or accommodations with the search process please reach out to the VHS HR staff at

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.

Colorado State University is not just a workplace; its a thriving community thats 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 balanceCSUis 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!

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 regulationsCSUconducts 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.

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.