Client Care Coordinator

Emergency And Critical Care Services 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.

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 redefine what's possible. Our deep partnership with the College of Veterinary Medicine and Biomedical Sciences amplifies our impact, enabling us to boldly innovate and share knowledge widely.

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.

Conditions of Employment:

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

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.
• The successful candidate must be legally authorized to work in the United States; the 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.

Application Instructions:

This position will remain open until filled. Interested applicants must submit a cover letter that addresses how professional experiences align with 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 to full inclusion of qualified individuals. If you need assistance or accommodations with the search process, please reach out to the VHS HR staff at View email address on click.appcast.io.