Client Care Supervisor

Colorado State University•Fort Collins, CO

7d•$58,000 - $65,000•Onsite

About The Position

The Client Care Supervisor exists to ensure the consistent delivery of exceptional client service and efficient day-to-day operations by providing frontline supervision, and support to the Client Care team. This position oversees daily staffing, workflow coordination, employee performance, training, and operational problem-solving while fostering a culture of accountability, collaboration, and service excellence. The Client Care Supervisor serves as the primary leader for assigned staff, partnering with clinicians and hospital leadership to maintain seamless patient flow, resolve client and operational concerns, ensure compliance with hospital policies and procedures, and support continuous improvement initiatives that enhance the client and employee experience.

Requirements

High school diploma or GED.
3 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.
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 developing and implementing operational workflows, standard operating procedures, and process improvements in a fast-paced environment.
Call center, business office, medical record experience.
Experience in a veterinary, medical, emergency, or specialty client service environment.
Experience with veterinary or medical scheduling systems (e.g., Cornerstone, ezyVet, Instinct, UVIS, Avimark, etc.).
Experience training and coaching team members, with the ability to effectively share knowledge, provide constructive feedback, and support the development of others.
Independent decision-making skills (assessed during interview process).
Flexibility – willing and able to cross-train & work in several departments and flex to the needs and norms of each area.
Ability to work effectively and professionally in fast-paced, emotionally charged environments, including handling sensitive or high-emotion situations with empathy and composure.
Strong verbal and written communication skills (assessed via written materials and during interview process).

Responsibilities

Lead the day-to-day operations of the Client Care team by coordinating workflows, staffing coverage, and service delivery to ensure efficient hospital operations and an exceptional client experience.
Supervise assigned Client Care employees by recruiting, onboarding, training, coaching, evaluating performance, recognizing achievements, addressing performance concerns, and implementing corrective actions in accordance with University and hospital policies.
Coordinate staffing, schedules, leave requests, workload distribution, and operational priorities while proactively resolving workflow issues, scheduling conflicts, client concerns, and service disruptions.
Partner with clinicians, hospital leadership, students, and support departments to facilitate communication, coordinate patient flow, and implement operational improvements that enhance efficiency and client care.
Ensure compliance with hospital policies, standard operating procedures, regulatory requirements, and quality standards by monitoring client care processes, documentation, financial activities, and staff performance.
Develop team members through onboarding, competency training, coaching, performance feedback, and continuing education while promoting a culture of service excellence, accountability, and collaboration.
Serve as the primary point of escalation for client, employee, and operational concerns, exercising independent judgment to balance client satisfaction, employee support, and hospital priorities.
Perform other related supervisory and administrative duties as assigned in support of departmental and organizational objectives.