Client Care Coordinator - Overnight

About this role

Job Description Position Summary: Join our Emergency and Critical Care Services team at the CSU Veterinary Health System 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 Health System 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. 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.

Full Consideration Date: Please apply by Monday, July 27, 2026, 11:59pm (MT). This position will be open until filled.

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.

In addition to the salary, this position is eligible for differential pay. Salary Differentials: We offer hourly differentials for certain days/times as an incentive to team members should your shift fall during these days/times. These differentials apply when half or more of the scheduled hours fall between that shift. + 20 % of your hourly rate for hours worked 4 pm on Friday – 6 am on Monday + 14 % of your hourly rate for hours worked 11 pm – 6 am Monday-Thursday + 7.5 % of your hourly rate for hours worked 4 pm-11 pm Monday-Thursday

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

• Successful candidate must be legally authorized to work in the United States; department will not provide visa sponsorship.

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 schedule onsite, including potential evenings, weekends, and holidays as needed.

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 servi

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