Client Care Coordinator

About the role

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.

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.

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.

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.

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.

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).

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.

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.

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.

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.
• Working Title: Client Care Coordinator, Emergency and Critical Care Services
• Department: Client Services

Salary Range

$20.68 - $22.36/hour dependent on experience

Employee Benefits

None

• Special instructions to Applicants: Please email your resume, cover letter, and contact information for 3 professional references to.
• CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact.

References will not be contacted without prior notification to candidates. 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.

B ackground 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. 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.

Salary Range $43,000 - $50,000

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

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.
• 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!

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.
• 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.