Position Information Classification TitleTemporary Hourly Employment CategoryTemporary Is this an Hourly position?Yes Work Hours/Week40 Overtime Eligible?Yes Position LocationFort Collins, CO 80523 Does this position qualify for hybrid or remote work?No Description of Work Unit Veterinary Teaching Hospital Colorado State University (( CSU ) Veterinary Teaching Hospital ( VTH ) we exist to educate the next generation of veterinarians by providing exceptional veterinary care and service to the community every day. This work unit exists to provide administration and direction of the Veterinary Teaching Hospital and provide a support facility for service to the general public and referring veterinarians. Why work at Colorado State University? CSU was recently ranked first among Colorado-based educational employers and fifth among all in-state employers in Forbes magazine’s “America’s Best Employers by State!” We are looking to add individuals to our team who have the following characteristics: + Confidence – they expect success in what they do + Compassion – they have genuine care and concern for others + Empowerment – they use their knowledge and skills to adjust, change, and improve daily tasks/work for themselves and others + Integrity – they are honest, and others trust them + Responsibility – they take ownership of decisions and actions Tobacco and Smoke-Free Colorado State University is a tobacco and smoke-free campus. For the health of our university community, the use of smoking, vaping or tobacco products is prohibited on CSU grounds or in buildings. Search Contact Emailvth_frontareamanagers@mail.colostate.edu Position Summary Join our Emergency and Critical Care Services team at the CSU Veterinary Teaching Hospital 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 animalsandpeople, 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 between 6:00 PM and 6:30 AM for both small and large 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. Decision Making: The Client Care Coordinator in Emergency and Critical Care Services ( ECCS ) exercises a high level of independent judgment and decision-making in a dynamic, high-acuity environment. This position works closely with the medical team and plays a critical role in ensuring efficient patient flow, an exceptional client experience, and clear communication between clients, clinical teams, and referring veterinarians (rDVMs). Key decisions include: + Client and patient rapid assessment:Assesses the emotional and informational needs of waiting clients and decides when to intervene, escalate concerns, or engage additional support resources (e.g., Argus counselors, clinicians). Determines the urgency and priority of cases based on observable patient condition and client-provided information. + Conflict Management and Communication:Evaluates when and how to address or escalate conflicts involving clients, students, staff, or clinicians to maintain a positive, policy-compliant environment. Assists medical team to communicate sensitive updates, such as status updates or euthanasia and body care discussions, with empathy and clarity. Ensures timely and regular updates to clients. + Operational Flow and Service Optimization:Makes real-time decisions regarding scheduling, appointment adjustments, and communication priorities based on service demand. Identifies inefficiencies in workflows, waiting areas, or client-facing systems and determines when and to whom to make recommendations for process improvement or change. Supports the submission of diagnostic tests requested by the medical team through the current EMR system. + Financial Accuracy and Billing:Create and presents treatment estimates, reviews and verifies charges and invoices for accuracy. Independently facilitates financial discussions with clients, including third-party payment options, and decides when to collect pre-payments or adjust estimates in collaboration with the medical team. + Interdepartmental and rDVM Coordination:Communicates with referring veterinarians to ensure proper documentation, post-discharge follow-up, and continuity of care. Follows up on incomplete records or pending communications to prevent breakdowns in service. + Training and Support of Others:Assesses 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. + Other administrative tasks as assigned:For example, ensuring sympathy cards are signed by team and sent to client; thank you notes to referring veterinarians. Collaborates with hospital referral coordinator to implement referring veterinary support processes. Facilitates answers to clients’ questions post-care. These decisions are made independently within defined protocols but often require critical thinking, empathy, discretion, and a strong understanding of hospital operations to ensure seamless patient care and an exceptional client experience. Position Minimum Qualifications + 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. 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. Posting Details Working TitleClient Care Coordinator, Emergency and Critical Care Services Posting Number202500641T DepartmentVeterinary Teaching Hospital Salary Range$18.23 - $20.00/hour dependent on experience 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. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/02/benefits-summary-hourly.pdf) + Explore the additional perks of working at CSU here. + For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) . + Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) ! Close Date10/13/2025 Special Instructions to Applicants Please email your resume, cover letter, and contact information for 3 professional references to vth_frontareamanagers@mail.colostate.edu. CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact. References will not be contacted without prior notification to candidates. 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. 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. Essential Job Duties Job Duty CategoryClient Care Facilitation Duty/Responsibility + Greet and assist clients compassionately and promptly upon arrival. + Triage patients need and ensure timely communication with the medical team. + Guide clients through check-in, treatment authorization, estimates, and payment processes. + Provide emotional support during stressful or end-of-life situations, collaborating with internal support teams as needed. + Coordinate client visits with hospitalized pets and ensure discharge instructions and medications are reviewed. + Support euthanasia discussions and ensure all required documentation is complete. Percentage Of Time40 Job Duty CategoryCommunication & Documentation Duty/Responsibility + Manage all incoming calls to the hospital between 6:00 PM and 6:30 AM for both small and large animal emergencies. Schedule emergency appointments in the electronic medical record ( EMR ) system, page or connect clinicians as needed, and appropriately route calls to ensure timely and accurate communication. + Maintain timely and professional communication with clients, clinicians, students, referring veterinarians (rDVMs), and service partners. + Input and update client, patient, and financial information in the Electronic Medical Record ( EMR ). + Submit diagnostic requests and assist in documentation for necropsies and sympathy outreach. + Generate and present initial and updated estimates for diagnostics and 24-hour care. + Notify rDVMs of patient arrival and discharge. + Ensure medical records and diagnostic results are shared appropriately. + Follow up with rDVMs after emergency visits to ensure continuity of care. + Support the ECCS Referral Coordinator with workflow management and updates. + Ensuresympathy cards are signed by team and sent to client; thank you notes to referring veterinarians. + Facilitates answers to clients’ questions post-care. Percentage Of Time40 Job Duty CategoryTeamwork & Interdepartmental Collaboration Duty/Responsibility + Work closely with the ECCS medical team, Financial Services, Argus, Pharmacy, and other client service units to ensure seamless care. + Schedule rechecks and coordinate follow-up with other specialty services as needed. + Communicate patient transfer information and ensure estimates and care plans are updated and delivered to clients. + Collaborates with hospital referral coordinator to implement referring veterinary support processes. Percentage Of Time20 References Minimum References Required3 Maximum References Required3 Documents Needed To Apply Required Documents + Resume + Cover Letter + List of Professional References Optional Documents