Client Care Manager

Colorado State University•Fort Collins, CO

8d•$70,000 - $80,000

About The Position

A successful candidate will understand that service excellence is driven from the inside out; therefore, an absolute focus on the client experience must be equaled by a dedicated commitment to the employee experience. The Client Care Manager is directly responsible for fostering a healthy, thriving workplace culture through proactive employee development, robust training and mentorship, meaningful recognition, and retention initiatives. 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.

Requirements

Bachelor’s degree; or equivalent combination of education and experience
Associates degree + 5 years of supervisory or management experience
High School Diploma + 7 years of supervisory or management experience
Minimum 3 years of supervisory or management experience

Nice To Haves

Experience working in a customer service, veterinary, or healthcare industry.
Strong leadership, communication, and conflict resolution skills.
Proven ability to foster teamwork and positive culture in a client-facing environment.
Proficiency across the Microsoft 365 Suite, with demonstrated experience using Excel for data tracking and reporting, Word for creating client-facing documentation or training materials, and Outlook/Teams for high-volume professional communication.
Experience with electronic medical record systems, complex workflow processes, and call center systems.
Demonstrated ability to manage complex scheduling within a 24/7 operation.
Training or certification in leadership development, conflict resolution, and/or employee engagement.
Experience with designing training, onboarding, and/or employee development programs.

Responsibilities

Provide strategic leadership and oversight of client care operations, ensuring efficient, high-quality, and consistent service delivery.
Design, standardize, and continuously improve workflows, SOPs, and hospital systems to enhance efficiency, accuracy, and client satisfaction.
Monitor operational performance, identify bottlenecks, and lead initiatives to improve client flow, reduce wait times, and resolve systemic issues.
Ensure data integrity, compliance, and proper documentation across hospital systems, including EMR, phone systems, and medical records, and support system implementations or conversions.
Supervise client care leaders and staff, delegate responsibilities, manage staffing and workload balance, and support training, onboarding, and performance through KPI development.
Collaborate with internal stakeholders (Client Care, Culture, Financial Services, and medical teams) to align operations, improve processes, and support organizational initiatives.
Address escalated client concerns, ensuring timely resolution while maintaining professional standards and a high-quality client experience.