Service Excellence Clinical Coordinator

Colorado State University; United States; On-site; USD 49,000 - 50,000; Full time

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Job summary

Colorado State University’s Veterinary Health System seeks a Service Excellence Clinical Coordinator to provide essential administrative support for practitioners, technicians, staff, and clients, including referral management, client communication, records handling, and IR investigations.

The role is 40 hours per week, Monday–Friday, with no overnights, weekends, or holidays, and some daily start/stop time flexibility; essential personnel may be asked to report during campus closures.

Qualifications

• Bachelor or equivalent with health care/administrative background.
• 5+ years experience in client service in health or veterinary field.
• Strong ability to retain information and answer calls efficiently.
• Proficient with Microsoft Office and veterinary software.

Responsibilities

• Manage administrative communications for assigned service areas, including client and referring veterinarians.
• Coordinate records, prescriptions, estimates, consents, and appointment reminders.
• Oversee referral case processes and triage emergencies as needed.
• Maintain voicemail and email distribution to clinicians and staff.
• Support education, grief protocol, and client/staff comfort during visits.
• Assist with IR investigations by gathering information and coordinating responses.
• Help refine service protocols and clinic logistics for efficient operations.

Skills

Verbal communication

Written communication

Multitasking

Customer service

Record management

Phone and email handling

Education

Bachelor’s degree in Health Care Management and Administration

Bachelor’s degree in another discipline + 5+ years experience

Tools

Microsoft Office Suite

Medical/veterinary software

Job description

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.

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.

Salary Differentials

• + 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.

Salary Range

Salary Range $48,900 - $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.

Review our detailed benefits information here.

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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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