Client Care Coordinator – Overnight

Colorado State University • Fort Collins, CO

3d • Onsite

About The Position

The Emergency and Critical Care Services (ECCS) Client Care Coordinator at the Colorado State University Veterinary Teaching Hospital (VTH) is the primary point of contact for pet owners seeking urgent or emergency care in direct collaboration with the medical team. This position ensures a compassionate, communicative, and efficient experience for clients while supporting the complex operations of ECCS. The role focuses on patient intake, client communication including financial discussions and consenting, interdepartmental coordination, and discharge processes, contributing directly to the hospital’s mission of providing outstanding veterinary care, education, and client service. This role is responsible for managing all incoming calls to the hospital between 6:00 PM and 6:30 AM for both small and large animal emergencies. Duties include scheduling emergency appointments in the electronic medical record (EMR) system, paging or connecting clinicians as needed, and appropriately routing calls to ensure timely and accurate communication. This position requires a proactive, solutions-oriented individual who thrives in a fast-paced, high-stakes clinical environment and values empathy, teamwork, and continuous improvement.

Requirements

• High school diploma or GED
• Two (2) 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 as needed.
• Successful candidate must be legally authorized to work in the United States; department will not provide visa sponsorship.

Nice To Haves

• Bachelor’s degree in a related field (e.g., human development and family studies, business, communications, psychology, animal science, or a healthcare-related discipline).
• Experience in a veterinary, medical, emergency, or specialty client service environment.
• Experience with veterinary or medical scheduling systems (e.g., Cornerstone, Instinct, UVIS, Avimark, etc.)
• Demonstrated ability to work effectively and professionally in fast-paced, emotionally charged environments, including handling sensitive or high-emotion situations with empathy and composure.
• Familiarity with medical record systems and terminology.
• Strong written and verbal communication skills.
• Experience facilitating financial transactions, estimates, or third-party payment plans (e.g., CareCredit, ScratchPay).
• Demonstrated commitment to excellence and customer care.
• Flexibility and adaptability to cross-train and work in multiple service areas.

Responsibilities

• Serve as the primary point of contact for clients and referring veterinarians (rDVMs) by responding to in-person, phone, voicemail, and email inquiries, providing visit information, addressing concerns, and managing all service-level administrative communication to ensure timely, accurate, and compassionate client care.
• Coordinate and manage patient access to care by triaging emergencies and case urgency, scheduling new, recheck, and multi-service appointments, preparing financial estimates and consent forms, managing prescription refills, and maintaining accurate daily schedules in collaboration with clinicians and technical staff.
• Facilitate client education and emotional support by implementing grief and euthanasia protocols, providing guidance during difficult situations, and ensuring patient, client, and staff comfort during emotionally sensitive interactions.
• Administer and maintain medical record and referral workflows by collecting, organizing, validating, and uploading medical records, imaging, and patient data into Stringsoft; initiating and managing rDVM referrals; and communicating patient status updates such as transfers, discharges, or euthanasia to referring providers.
• Lead veterinary student onboarding and service orientation by providing pre-rotation materials, conducting orientation sessions on client communication and hospital procedures, serving as the primary contact for student questions, and ensuring students are prepared to function effectively within the service.
• Develop, maintain, and enforce service administrative systems by creating and updating standard operating procedures (SOPs), managing service email and communication channels, and distributing critical operational information to clinicians, technicians, students, and volunteers.
• Support service recovery and interdepartmental coordination by partnering with the Service Excellence Coordinator, clinic leadership, and external veterinarians to investigate incidents, identify root causes, manage client follow-up, and maintain continuity of care and professional relationships.
• Perform other related duties as assigned to support hospital operations and service needs.

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.
• Explore the additional perks of working at CSU here.
• For the total value of CSU benefits in addition to wages, use our compensation calculator.
• Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED