Emergency Veterinary Client Care Lead

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

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.