Service Excellence Clinical Coordinator

Colorado State University; Fort Collins, Northern (CO, KY); Hybrid; USD 49,000 - 50,000; Full time

Benefits offered by this job

Differential pay

Job summary

Colorado State University’s Veterinary Health System seeks a Service Excellence Clinical Coordinator to provide primary administrative support for specialty services. Responsibilities include managing referrals, client communications, and records, while supporting incident reporting and clinic logistics.

Monday–Friday hours and essential services designation apply. The role requires a health care management/administration degree or equivalent with veterinary experience and strong communication.

Qualifications

• Bachelor’s degree in Health Care Management and Administration or related field with 5+ years of client-service experience.
• Two+ years of experience in the veterinary field.
• Two+ years of experience in customer service with de-escalation.
• Strong verbal and written communication skills.
• Advanced computer skills; MS Office and veterinary software.

Responsibilities

• Manage all administrative communications for assigned service areas, including client and referring veterinarians.
• Oversee referral case processes, triage emergencies, and manage scheduling.
• Maintain voicemail and email accounts with timely information distribution.
• Provide client support through education and grief protocol assistance.
• Assist with Incident Reporting investigations and coordinating responses.
• Collaborate on development of service protocols and clinic logistics.
• Work with financial services to process reductions and other admin needs.

Skills

Customer service

Communication skills

Medical terminology

Microsoft Office

Veterinary software

Multi-tasking

De-escalation

Telephone handling

Education

Bachelor’s degree in Health Care Management and Administration

Tools

EMR systems

Vet software

Job description

## Position Summary:The Service Excellence Clinical Coordinator position will be assigned to specific specialty services groups within our small animal veterinary service and will act as the primary administrative support for practitioners, technicians, staff, and clients. Responsibilities include oversight and management of referral cases, client communication, record management, assisting with Incident Reporting (IR)investigations, and other administrative functions within the service. This position is expected to work 40 hours, Monday – Friday, business hours. No overnights, weekends, or holidays are expected. We can offer some flexibility for start/stop times each day. The employee in this position is designated as essential personnel and may be required to report to work during times of campus closures for weather or other events when the decision to close campus is made by CSU Central Administration. **Full Consideration Date: Friday, 9/25/2026, 11:59pm (MT). Open until filled.** ## Description of the Work Department: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. In addition to the salary, this position is eligible for differential pay. Salary Differentials: We offer hourly differentials for certain days/times as an incentive to team members should your shift fall during these days/times. These differentials apply when half or more of the scheduled hours fall between that shift. + 20 % of your hourly rate for hours worked 4 pm on Friday – 6 am on Monday + 14 % of your hourly rate for hours worked 11 pm – 6 am Monday-Thursday + 7.5 % of your hourly rate for hours worked 4 pm-11 pm Monday-Thursday****## Essential Job Duties:* Manage all administrative communications for assigned service areas, including responding to clients and referring veterinarians, providing visit information, coordinating records, handling prescription refills, and facilitating financial estimates, consents, and appointment reminders.* Oversee referral case processes, including triaging emergencies, facilitating euthanasia appointments, determining urgency of scheduling needs, and managing scheduling conflicts or missing records.* Maintain and manage all voicemail and email accounts for assigned services, ensuring timely and accurate distribution of information to clinicians, students, and technical staff.* Provide client support through education, communication, grief protocol assistance, and facilitation of client, patient, and staff comfort during visits.* Assist with Incident Reporting (IR) investigations by identifying key stakeholders, gathering client information, determining investigation platforms, and coordinating service responses to oversight committees.* Collaborate in the development and refinement of service protocols and clinic logistics to ensure efficient operations across assigned specialty areas.* Work with financial services to process reductions as requested by service areas and support other administrative needs within the clinic.## ## Conditions of Employment:* Pre-employment Criminal Background Check (required for new hires).* Essential Services Designation: Required to report without delay or interruption to provide essential or emergency services to ensure health, safety and welfare.* The successful candidate must be legally authorized to work in the United States by the proposed start date; the department will not provide visa sponsorship of this position. ## Supervision:None ## Minimum Qualifications:* Bachelor’s degree in Health Care Management and Administration OR bachelor’s degree in other discipline with 5+ years of professional experience which may include experience in human or veterinary related field providing client service including direct interaction with clients, referring doctors or veterinarians, hospital administration, clinicians, students, volunteers, and staff.* Two or more years of experience in the veterinary field.* Two or more years of experience in customer service including direct client interaction and communication de-escalation.* High level ability to retain large amounts of information for recall.* Ability to answer multiple phone calls.* Ability to communicate efficiently via various methods (phone, email, Push to Talk, Teams, text, electronic medical record).* Ability to read and understand medical terminology and relay medical information.* Exceptional verbal and written communication skills.* Advanced computer operation skills; Microsoft Office Suite and medical/veterinary software.* Ability to multi-task and work cooperatively with others. ## Preferred Qualifications:* Registered Veterinary Technician.* Advanced knowledge of veterinary terminology, advanced medical procedures, a clear understanding of veterinary emergencies.* Adaptable to different computer systems.* Ability to prioritize and recognize the most effective & efficient process to accomplish the daily workflow.* Five or more years of experience in the veterinary field.* Five or more years of experience in customer service including direct client interaction.* Ability to work within a team and manage clinic logistics without supervision to include: + Ability to set and change priorities and multi-task in a face paced, high-pressure environment while maintaining a positive attitude and attention to detail. + Ability to handle frequent interruptions and adapt to changes in workload and work schedule. + Ability to make timely decisions. + Ability to maintain positive working relationships with clinicians, coworkers, students, volunteers, and clients. + Ability to accept constructive criticism from senior staff and clinicians. + The ability to maintain a positive attitude at work and set a positive example. ## Application Instructions:This position will remain open until filled. Interested applicants must submit a cover letter that addresses how professional experiences align with the required and preferred qualifications and a current resume. References will be requested from finalists and will not be contacted without prior notification of candidates. CSU is committed to the full inclusion of qualified individuals. If you need assistance or accommodations with the search process, please reach out to the VHS HR staff at vhs\\[e-mail].# Salary Range$48,900 - $50,000# Required Application DocumentsTo 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