Client Experience Coordinator

Cornell University; Town of Ithaca (NY); On-site; USD 51,000 - 54,000; Full time

Benefits offered by this job

3 weeks paid vacation

Holiday days + floating holidays

Education benefits

Health care options

Retirement contributions

Tuition assistance

Job summary

Cornell University Hospital for Animals seeks a welcoming Client Experience Coordinator to help clients navigate hospital services and connect with care teams. You’ll serve as a key contact, routing communications, scheduling specialty appointments, and ensuring a smooth experience from start to finish.

You’ll work with scheduling, medical records, admissions, discharge, and clinical services to support exceptional client service and quality patient care, with occasional early mornings,

Qualifications

• High school diploma and 2-4 years of relevant experience or equivalent combination of education and experience.
• Commitment to providing excellent customer service with professionalism, empathy, and compassion.
• Strong verbal communication and interpersonal skills across diverse stakeholders.
• Ability to remain calm in high-pressure or emergency situations with diverse client needs.
• Ability to multitask, adapt to changing priorities, and use sound judgment in a fast-paced setting.
• Ability to work collaboratively with a diverse team and learn electronic medical records and software.

Responsibilities

• Coordinate client appointments from initial scheduling through follow-up for a smooth experience.
• Schedule clinical services, manage cancellations and waitlists, and maintain accurate schedules.
• Set up new clients in ezyVet and provide pre-appointment information to clients and referring veterinarians.
• Coordinate electronic referrals and obtain medical records before scheduled appointments.
• Partner with clinical teams to anticipate client needs and ensure clear communication throughout the process.

Skills

Customer service

Verbal communication

Interpersonal skills

Calm under pressure

Multitasking

Team collaboration

Problem solving

Education

High school diploma

Associate’s degree

Tools

ezyVet

EMR systems

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.

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.

Gabriel Gonzalez - [e-mail]

Hourly

$24.30 - $26.15

Onsite

Contract College

EEO Statement

Cornell welcomes students, faculty, and staff with diverse backgrounds from across the globe to pursue world-class education and career opportunities, to further the founding principle of ... any person ... any study. No person shall be denied employment on the basis of any legally protected status or subjected to prohibited discrimination involving, but not limited to, such factors as race, ethnic or national origin, citizenship and immigration status, color, sex, pregnancy or pregnancy-related conditions, age, creed, religion, actual or perceived disability (including persons associated with such a person), arrest and/or conviction record, military or veteran status, sexual orientation, gender expression and/or identity, an individual’s genetic information, domestic violence victim status, familial status, marital status, or any other characteristic protected by applicable federal, state, or local law. Cornell University embraces diversity in its workforce and seeks job candidates who will contribute to a climate that supports students, faculty, and staff of all identities and backgrounds. We hire based on merit, and encourage people from historically underrepresented and/or marginalized identities to apply. Consistent with federal law, Cornell engages in affirmative action in employment for qualified protected veterans as defined in the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA) and qualified individuals with disabilities under Section 503 of the Rehabilitation Act. We also recognize a lawful preference in employment practices for Native Americans living on or near Indian reservations in accordance with applicable law.

2026-09-11