Client Care Coordinator

Colorado State University; United States; On-site; USD 43,000 - 50,000; Full time

Job summary

Colorado State University VHS seeks an ECCS Client Care Coordinator to be the frontline contact for pet owners seeking urgent care. You will triage emergencies, schedule consults, prepare estimates, and coordinate with clinicians and staff to ensure compassionate, efficient service.

You will educate clients, provide emotional support during difficult moments, manage medical records and referrals, and help onboard veterinary students while upholding SOPs and interdepartmental coordination.

Qualifications

• High school diploma or GED required.
• Two 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.
• Must be legally authorized to work in the United States; visa sponsorship not provided.
• Preferred Bachelor’s degree in a related field.

Responsibilities

• Serve as the primary contact for clients and referring veterinarians via in-person, phone, voicemail, and email inquiries.
• Coordinate access to care by triaging emergencies and scheduling appointments, preparing estimates, and handling prescriptions.
• Provide client education and emotional support during difficult situations, including grief and euthanasia discussions.
• Maintain medical records and referral workflows by uploading data and communicating status to providers.
• Lead veterinary student onboarding and orientation focused on client communication and hospital procedures.
• Develop and enforce SOPs, manage service emails, and share critical operational information with teams.

Skills

Customer service

Verbal communication

Written communication

Empathy

Emotional resilience

Education

High school diploma or GED

Bachelor’s degree (preferred)

Tools

Cornerstone

Instinct

UVIS

Avimark

Job description

Job Description Position Summary:

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.

Full Consideration Date: Monday, July 13, 2026, 11:59pm (MT).

Open until filled.

Description of Work Unit:

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.

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.

Explore the additional perks of working at CSU here.

For the total value of CSU benefits in addition to wages, use our compensation calculator.

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. 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.

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