Primary Care Senior Client Care Coordinator

Job Title: Primary Care Senior Client Care Coordinator

Job Description

Position Summary: Are you a master multitasker who can deliver top-tier customer service while greeting a golden retriever and typing a chart note? If so, you might be our Primary Care Senior Client Care Coordinator. CSU Veterinary Health System is expanding into new clinical space including a primary care hospital. In this role, you’ll craft an exceptional client experience from the moment someone walks through our doors, ensuring pet parents feel heard, supported, and reassured.

The Senior Client Care Coordinator exists to ensure consistent delivery of high-quality, compassionate, and efficient client services within the Veterinary Health System (VHS). This position serves as a senior-level client care expert and work leader, supporting complex appointment coordination, client and referring veterinarian communication, staff training, and operational consistency across front-facing service areas.

Description of the 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:

• Lead training, onboarding, and competency development for Primary Care Client Care employees by designing, maintaining, and delivering standardized training and guidance that build proficiency beyond baseline duties, ensuring readiness for high-acuity and emotionally charged environments.
• Provide on-shift oversight of client care operations by ensuring consistent, high-quality service delivery across hospital services, addressing operational, training, and service issues that exceed the scope and authority of Client Care employees.
• Serve as the on-shift primary escalation point for complex, non-routine client care issues by evaluating high-impact situations, determining appropriate resolution strategies, and coordinating with clinicians, managers, and hospital leadership to support optimal outcomes and policy compliance.
• Provide day-to-day work direction and workflow coordination by assigning tasks, creating and maintaining team schedules, adjusting staffing priorities, assisting with managing absence requests, and monitoring service flow to ensure continuity and effectiveness of client care operations.
• Guide and support complex interdepartmental and rDVM coordination by advising on communication standards, follow-up expectations, and process alignment when cases involve multiple services or require higher-level judgment.
• Drive operational consistency and process improvement by identifying trends, risks, or inefficiencies in client care workflows and recommending or implementing updates to procedures, training materials, and service standards.
• Perform other related duties that support effective leadership, escalation management, training, and continuous improvement of client care operations, as directed.

Conditions of Employment:

• Pre-employment Criminal Background Check (required for all new hires).
• Essential Services Designation: Required to report without delay or interruption to provide essential or emergency services to ensure health, safety and welfare.
• Successful candidate must be legally authorized to work in the United States; department will not provide visa sponsorship.

Supervision: There are no supervision duties associated with this role.

Minimum Qualifications:

• High school diploma or GED.
• Two (2) years of customer service in a fast-paced, client-facing role.

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., ezyVet, Cornerstone, Instinct, UVIS, Avimark, etc.). The hospital recently transitioned to ezyVet.
• 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.

Salary Range: $48,000-$53,000

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.