Service Excellence Clinical Coordinator

Colorado State University•Fort Collins, CO

5d•Onsite

About The Position

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.

Requirements

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.
Legally authorized to work in the United States by the proposed start date; the department will not provide visa sponsorship of this position.

Nice To Haves

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.

Responsibilities

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.