Client Experience Coordinator

Zymtronix Catalytic Systems Inc; City of Ithaca (NY); On-site; USD 33,000 - 36,000; Full time

Benefits offered by this job

3 weeks paid vacation

13 holidays + 2 floating holidays

Award-winning benefits program

Comprehensive health care options

Wellness programs

Employee discounts with brands

Generous retirement contributions

Tuition aid and education benefits

Job summary

Cornell University Hospital for Animals is seeking a Client Experience Coordinator to guide clients through hospital services, route communications, and support seamless appointments. The role involves coordinating scheduling, admissions, records, and clinical services to ensure compassionate care and a positive client experience.

The position emphasizes teamwork with scheduling, medical records, admissions, and clinical teams, requiring strong communication, empathy, and problem-solving in a

Qualifications

• High school diploma or equivalent with 2–4 years of relevant experience.
• Demonstrated commitment to excellent customer service with professionalism, empathy and compassion.
• Strong verbal communication and interpersonal skills for diverse clients and colleagues.
• Ability to stay calm in high-pressure or emergency situations while handling sensitive situations.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.

Responsibilities

• Coordinate client appointments from scheduling through pre- and post-appointment follow-up.
• Schedule clinical services and manage cancellations, waitlists, and planning guides.
• Enter new clients/patients in ezyVet and provide pre-appointment information to clients and referring veterinarians.
• Coordinate electronic referrals and obtain necessary medical records before appointments.
• Collaborate with clinical teams to address client and patient needs and ensure clear communication.

Skills

Customer service

Verbal communication

Multitasking

Empathy

Calm under pressure

Team collaboration

Computer basics

Education

High school diploma

Tools

ezyVet

Job description

The Cornell University Hospital for Animals seeks a welcoming and adaptable Client Experience Coordinator to help clients navigate hospital services and connect with the appropriate care teams. In this role, you’ll serve as an important point of contact for clients, providing compassionate service while receiving and routing communications, scheduling specialty appointments, and helping ensure a smooth experience from start to finish. You’ll work closely with colleagues across scheduling, medical records, admissions, discharge, and clinical services to support exceptional client service and quality patient care.

The job responsibilities include, but are not limited to:

• Coordinate client appointments from initial scheduling through pre- and post-appointment follow-up, ensuring a smooth and positive experience.
• Schedule clinical services, manage cancellations and waitlists, and maintain accurate appointment schedules and planning guides.
• Set up new clients and patients in ezyVet and ensure clients and referring veterinarians receive timely , accurate pre-appointment information.
• Coordinate electronic referrals and obtain necessary medical records and other information before scheduled appointments.
• Partner with clinical teams to anticipate and address client and patient needs, resolve scheduling concerns, and ensure clear communication throughout the appointment process.

Required Qualifications

• High school diploma and 2-4 years of relevant experience or equivalent combination of education and experience
• Demonstrated commitment to providing excellent customer service with professionalism, empathy, and compassion.
• Strong verbal communication and interpersonal skills, with the ability to work effectively with clients, coworkers, doctors, and students, including during difficult or sensitive situations.
• Ability to remain calm and composed in high-pressure or emergency situations while responding appropriately to diverse personalities and client needs.
• Ability to multitask, adapt to changing priorities, and use sound judgment and problem-solving skills in a fast-paced environment with frequent interruptions.
• Ability to work collaboratively with a diverse team with minimal supervision, along with basic computer skills and the ability to learn electronic medical records and other software systems.

Preferred Qualifications

• Associate’s degree in related field
• Experience in a high-volume call operation handling multiple phone lines.
• Previous experience in a veterinary, human medical, or social service-related office.
• Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.
• Exceptional Client Service Awards and/or other acknowledgement .
• Certifications in leadership development and/or client service areas.

Important Details about the Position

• This is an onsite position located in Ithaca, NY.
• We are unable to provide Visa sponsorship, now or in the future, for this position.

While the regular business hours are 8:00 am to 5:00 pm, the specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

The Following Documents are Required to be Submitted with your Application

• Resume

What We Offer

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

• 3 weeks of paid vacation
• 13 additional holiday days with 2 additional floating holidays to be used at your discretion
• An award-winning employer provided benefits program
• Comprehensive health care options
• Access to wellness programs
• Employee discounts with local and national retail brands
• Generous retirement contributions
• Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program
• Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success, which are essential for individual and organizational success.

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

Prior relevant work or industry experience

Education level to the extent education is relevant to the position

Academic Discipline

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator .

Non-Union Positions

• Prior relevant work or industry experience
• Education level to the extent education is relevant to the position
• Unique applicable skills
• Academic Discipline

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement . To learn more about Cornell’s union wages, see Union Pay Rates .

Job Title

Administrative Asst III

Job Family

Administration

Level

C

Pay Rate Type

Hourly

Pay Range

$24.30 - $26.15

Remote Option Availability

Onsite

Company

Contract College

Contact Name

Gabriel Gonzalez

Contact Email

[e-mail]

About Us

Cornell University is an innovative Ivy League university and a great place to work. Our inclusive community of scholars, students and staff impart an uncommon sense of larger purpose and contribute creative ideas to further the university's mission of teaching, discovery and engagement. With our main campus located in Ithaca, NY, Cornell's far-flung global presence includes the medical college's campuses on the Upper East Side of Manhattan and Doha, Qatar, as well as the Cornell Tech campus located on Roosevelt Island in the heart of New York City.

We offer a rich array of services, programs and benefits to help employees advance in their career and enhance the quality of personal life, including: employee wellness, workshops, childcare and adoption assistance, parental leave, flexible work options.