Client Care Coordinator

Colorado State University•Fort Collins, CO

30d•$21 - $22•Onsite

About The Position

Join our Emergency and Critical Care Services team at the CSU VHS as a Client Care Coordinator! You'll be the first reassuring face clients see when their pets need urgent care—guiding them through the process with compassion, clarity, and confidence. If you're energized by fast-paced environments, love animals and people, and want to make a real impact every day, we want you on our team. The Emergency and Critical Care Services (ECCS) Client Care Coordinator at the Colorado State University VHS 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 for small 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 evenings, overnights, 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 inclusive excellence and customer care.
Flexibility and adaptability to cross-train and work in multiple service areas.

Responsibilities

Manage all incoming calls for small animal emergencies.
Schedule emergency appointments in the electronic medical record (EMR) system.
Page or connect clinicians as needed.
Appropriately route calls to ensure timely and accurate communication.
Assess the emotional and informational needs of waiting clients and decide when to intervene, escalate concerns, or engage additional support resources.
Determine the urgency and priority of cases based on observable patient condition and client-provided information.
Address or escalate conflicts involving clients, students, staff, or clinicians to maintain a positive, policy-compliant environment.
Assist medical team to communicate sensitive updates, such as status updates or euthanasia and body care discussions, with empathy and clarity.
Ensure timely and regular updates to clients.
Make real-time decisions regarding scheduling, appointment adjustments, and communication priorities based on service demand.
Identify inefficiencies in workflows, waiting areas, or client-facing systems and determine when and to whom to make recommendations for process improvement or change.
Support the submission of diagnostic tests requested by the medical team through the current EMR system.
Create and presents treatment estimates.
Review and verifies charges and invoices for accuracy.
Facilitate financial discussions with clients, including third-party payment options.
Collect pre-payments or adjust estimates in collaboration with the medical team.
Communicate with referring veterinarians to ensure proper documentation, post-discharge follow-up, and continuity of care.
Follow up on incomplete records or pending communications to prevent breakdowns in service.
Assess the onboarding and training needs of new employees or rotating students and adjusts communication or coaching style to support successful learning and integration into ECCS workflows.
Ensure sympathy cards are signed by team and sent to client.
Send thank you notes to referring veterinarians.
Collaborate with hospital referral coordinator to implement referring veterinary support processes.
Facilitate answers to clients’ questions post-care.