Client Care Coordinator

Job Description

Veterinary Health System

At Colorado State University (CSU) Veterinary Health System (VHS), 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 VHS and provide a support facility for service to the general public and referring veterinarians.

Why work at Colorado State University?
CSU was recently ranked first among Colorado-based educational employers and fifth among all in-state employers in Forbes magazine’s “America’s Best Employers by State!”

We are looking to add individuals to our team who have the following characteristics:

•  Confidence – they expect success in what they do

•  Compassion – they have genuine care and concern for others

•  Empowerment – they use their knowledge and skills to adjust, change, and improve daily tasks/work for themselves and others

•  Integrity – they are honest, and others trust them

•  Responsibility – they take ownership of decisions and actions

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Tobacco and Smoke-Free
Colorado State University is a tobacco and smoke-free campus. For the health of our university community, the use of smoking, vaping or tobacco products is prohibited on CSU grounds or in buildings.

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Position Summary

Join our Emergency and Critical Care Services team at the CSU VHS as a  Client Care Coordinator ! You'll be the first reassuring face clients see when their pets need urgent care—guiding them through the process with compassion, clarity, and confidence. If you're energized by fast-paced environments, love animals  and  people, and want to make a real impact every day, we want you on our team.

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The Emergency and Critical Care Services (ECCS) Client  Care Coordinator  at the Colorado State University 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. The role focuses on patient intake,  client communication including financial discussions and consenting,  interdepartmental coordination, and discharge processes, contributing directly to the hospital’s mission of providing outstanding veterinary care, education, and client service.   This role is responsible for managing all incoming calls for small animal emergencies. Duties include scheduling emergency appointments in the electronic medical record (EMR) system, paging or connecting clinicians as needed, and appropriately routing calls to ensure timely and accurate communication.

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This position requires a proactive, solutions-oriented individual who thrives in a fast-paced, high-stakes clinical environment and values empathy, teamwork, and continuous improvement.

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Decision Making

The Client  Care Coordinator  in Emergency and Critical Care Services (ECCS) exercises a high level of independent judgment and decision-making in a dynamic, high-acuity environment. This position  works closely with the medical team and  plays a critical role in ensuring efficient patient flow,  an  exceptional client  experience , and clear communication between clients, clinical teams, and referring veterinarians ( rDVMs ).

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Key decisions include

▪  Client and patient rapid assessment :  Assesses the emotional and informational needs of waiting clients and decides when to intervene, escalate concerns, or engage additional support resources (e.g., Argus  counselors , clinicians).   Determines the urgency and priority of cases based on observable patient condition and client-provided information.

▪  Conflict Management and Communication:  Evaluates when and how to address or escalate conflicts involving clients, students, staff, or clinicians to maintain a positive, policy-compliant environment.  Assists medical team to communicate sensitive updates, such as  status updates  or euthanasia  and body care  discussions, with empathy and clarity.  Ensures timely and regular updates to clients.

▪  Operational Flow and Service Optimization:  Makes real-time decisions regarding scheduling, appointment adjustments, and communication priorities based on service demand. Identifies inefficiencies in workflows, waiting areas, or client-facing systems and determines when and to whom to make recommendations for process improvement or change.  Supports the submission of diagnostic tests requested by the medical team through the current EMR system.

▪  Financial Accuracy and Billing:   Create and presents  treatment estimates , r eviews and verifies charges and invoices for accuracy. Independently facilitates financial discussions  with clients, including third-party payment options, and decides when to collect pre-payments or adjust estimates in collaboration with the medical team.

▪  Interdepartmental and  rDVM  Coordination: Communicates  with referring veterinarians to ensure proper documentation, post-discharge follow-up,  and   continuity of care.  F ollow s  up on incomplete records or pending communications to prevent breakdowns in service.

▪  Training and Support of Others:  Assesses the onboarding and training needs of new employees or rotating students and adjusts communication or coaching style to support successful learning and integration into ECCS workflows.

▪  Other administrative tasks as assigned:  For example, ensuring sympathy cards are signed by team and sent to client; thank you notes to referring veterinarians. Collaborates with hospital referral coordinator to implement referring veterinary support processes. Facilitates answers to clients’ questions post- care.

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These decisions are made independently within defined protocols but often require critical thinking, empathy, discretion, and a strong understanding of hospital operations to ensure seamless patient care and an exceptional client experience.

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Position Minimum  Qualifications

▪  High  school diploma or GED

▪  Two (2) years of customer  service in  a fast-paced, client-facing role.

▪  Ability to work a full-time schedule onsite, including evenings,  overnights,  weekends, and holidays as needed.

▪  Successful candidate must be legally authorized to work in the United States;  department will not provide visa sponsorship.

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Preferred Qualifications

▪  Bachelor’s degree in a r elated field (e.g., human development and family studies, business, communications, psychology, animal science, or a healthcare-related discipline).

▪  E xperience 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 inclusive excellence and customer care.

▪  Flexibility and adaptability to cross-train and work in multiple service areas.

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Working Title:   Client Care Coordinator, Emergency and Critical Care Services

Department:   Client Services

Salary Range:  $20.68 - $22.36/hour dependent on experience

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Employee Benefits

None

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Special instructions to Applicants:   Please email your resume, cover letter, and contact information for 3 professional references to [email protected].

CSU is committed to full inclusion of qualified individuals. If you are needing assist