Client Care Coordinator - Overnights

Job Description Position Summary: Join our Emergency and Critical Care Services team at the CSU Veterinary Teaching Hospital as an overnight 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 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 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. Full Consideration: Friday, October 10, 2026, 11:59 PM (MT). Description of Work Unit: 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. Essential Job Duties: 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. Conditions of Employment: Pre-employment Criminal Background Check (required for new hires). Essential Services Designation. Legally authorized to work in the United States. Supervision: None. Minimum Qualifications: Minimum Education required: High school diploma or GED. Minimum Experience/Skills required: Two (2) years of customer service in a fast-paced, client-facing role. Ability to work a full-time overnight schedule onsite, including weekends, and holidays as needed. The successful candidate must be legally authorized to work in the United States; the department will not provide visa sponsorship. Preferred Qualifications: 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 customer care. Flexibility and adaptability to cross-train and work in multiple service areas. Application Instructions: This position will remain open until filled. Interested applicants must submit a cover letter that addresses how professional experiences align with the required and preferred qualifications, and a current resume. Workday will only allow one document to be uploaded. Please combine cover letter and resume into one document before uploading to the system. References will be requested from finalists and will not be contacted without prior notification of candidates. CSU is committed to full inclusion of qualified individuals. If you need assistance or accommodations with the search process, please reach out to the VHS HR staff at . Salary Range $43,000 - $50,000 Required Application Documents To apply, please upload the following applicant documents. Ensure your materials fully address the required and preferred job qualifications of the position. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Cover Letter, Resume/CV Employee 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! Background Check Policy Statement Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so. EEO Colorado State University (CSU) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.