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Posting Detail Information

Working TitleService Excellence Referring DVM Coordinator

Position LocationFort Collins, CO

Work LocationPosition is fully in-office/in-person

Research Professional PositionNo

Posting Number202500598AP

Position TypeAdmin Professional/ Research Professional

Classification TitleTechnical/Support III

Number of Vacancies

Work Hours/Week40

Proposed Annual Salary Range$50,000-$60,000

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/25/2021/01/benefits-summary-afap.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/) !

Desired Start Date

Position End Date (if temporary)

To ensure full consideration, applications must be received by 11:59pm (MT) on05/12/2025

Description of Work Unit

Veterinary Teaching Hospital

At the 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

Our Investment in You

CSU is committed to providing employees with a strong and competitive benefits and well-being package that supports you, your health, and your family.

These CSU resources help with many aspects of your life – financial, physical, emotional, family, workplace wellness. These resources are part of our investment in you.

Employees are benefits eligible when working a minimum of 20 hours per week;benefits outlined below reflect full-time status of 40 hours per week; some benefits would be prorated for part-time status.

+ Paid time off at 192 hours/year (accrued at 16 hours per month), 120 hours sick leave/year, and 11 paid holidays annually pro-rated by full-time equivalent ( FTE )

+ Comprehensive benefits programs and services including Medical, Dental, Vision, Life, Disability, Parental Leave, work/life resources, and more

+ 20% Employee Pet VTH Discount!

+ Robust Employee Assistance Program ( EAP ) for your overall well-being

+ FREE college credit courses (up to 9-semester credits per year) through the Employee Study Privilege program

+ Tuition Scholarships up to 50% for eligible family members

+ FREE employee growth opportunity through CSU training and development opportunities.

+ After-school programs and summer camps for kids

+ Community Discounts

+ FREE MAX transit use with CSU identification

For more detail about these and other Health and Welfare benefits and Commitment to Campus programs, visit our CSU Well-Being Hub athttps://hr.colostate.edu/well-being-hub/and our Benefits programs for Administrative Professional employees:https://hr.colostate.edu/current-employees/benefits/afap/.

Retirement Programs

While employees of CSU do not contribute to Social Security, the University and the state of Colorado offer competitive retirement plans. As a condition of employment and required by Colorado law, employees are required to participate in either the University’s Defined Contribution Plan ( DCP ) or the Public Employee’s Retirement Plan ( PERA ) of Colorado. Each plan offers a generous employer match. For more information, visit:https://hr.colostate.edu/current-employees/benefits/afap/retirement/.

Campus Culture and Principles of Community

Colorado State University has a campus culture that is driven by a desire always to do better and a vision to be the best place to learn, work, and discover. Our Principles of Community – Inclusion, Integrity, Respect, Service, and Social Justice – reflect our core values and support CSU’s mission and vision of access, research, teaching, service, and engagement. Each member of our community has a responsibility to uphold these principles when engaging with one another and acting on behalf of the University. For more information visit:https://hr.colostate.edu/prospective-employees/our-people/.

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.

Position Summary

The Service Excellence Referring DVM Coordinator (SE RDVMC ) at the Colorado State University ( CSU ) Veterinary Health System ( VHS ) Clinical Services, which includes the Veterinary Teaching Hospital ( VTH ) and Johnson Family Equine Hospital ( JFEH ), serves as the primary point of contact for veterinarians referring patients to us. This role is crucial in ensuring that all referrals are handled with the utmost professionalism and accuracy. The SE RDVMC position will also provide timely coordination and collaboration in the event a referring veterinarian needs immediate access to one of our specialty services faculty members due to an emergency situation.

The SE RDVMC will be responsible for gathering medical records of referred patients, which is essential for the specialty services requested. This position requires the ability to operate a busy telephone system while utilizing advanced veterinary terminology to communicate effectively with referring veterinarians and specialty clinicians. In addition to managing incoming calls, the SE RDVMC will enter client and patient records directly into the electronic medical record system, ensuring that all information is accurate and up-to-date. The role also involves collaborating closely with SECC and medical and financial teams to provide clients with accurate medical cost estimates for specialty services, facilitating informed decision-making.

The SE RDVMC must apply their knowledge of our hospital specialty service procedures and protocols to both routine and unique situations, ensuring compliance with all necessary mandates when processing referrals. The position also entails collaborating closely with our front-end staff (call center and Client Point Person (CPP’s) as well as our SECC team to schedule appointments and procedures. The SE RDVMC in collaboration with our SECC team will communicate with our referring veterinarians and clients via email and phone to confirm appointment details and provide pre-appointment information.

Acting as a liaison between administration, clients and medical staff, the SE RDVMC will clarify patient care through various communication channels, including text messages and phone calls. The ability to handle fast-paced and sometimes stressful situations with a calm demeanor is essential for success in this role. Additionally, the SE RDVMC will collaborate with the specialty services teams and Service Excellence manager to resolve client issues and improve overall satisfaction with the care provided.

Required Job Qualifications

+ Bachelor’s degree in Health Care Management and Administration + 2 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

+ 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.

+ OR 9 years of experience in the veterinary field which may include experience as a veterinarian, veterinary technician or providing client service in a veterinary setting including direct interaction with clients, veterinarians, referring clinics, hospital administration, clinicians, students, volunteers, and staff

+ 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

+ The successful candidate must be legally authorized to work in the United States by the proposed start date; the department will not provide visa sponsorship of this position.

Preferred Job Qualifications

+ Registered Veterinary Technician or DVM

+ 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.

+ Ability to maintain a positive attitude at work and set a positive example.

Essential Duties

Job Duty CategoryPromoting Referring Veterinarian Relationships

Duty/Responsibility

• Create and maintain a streamlined referral process

• Establish and maintain referring DVM relationships

• Responsible for processing and coordinating referrals

• Prioritize referrals by their urgency and address in a timely manner

• Assist primary veterinarians with the referral process for specialty care

• Review details and expectations to referral veterinarian and client

• Work with specialty services to provide rDVM’s timely visit records to keep them informed regarding referred clients.

• Work with rDVM’s regarding requests and routine questions.

• Monitor the referral portal when created

• May greet clients or VIP clients.

• Act as a liaison for VIP and Advancement

Percentage Of Time40

Job Duty CategoryCommunication

Duty/Responsibility

• Works closely with rDVM’s and the call center, CPP’s, SECC’s, specialty services, technicians and while keeping an open dialogue and direct communication.

• Facilitate communication between the rDVM’s and the service area faculty, house officers, technicians or SECC .

• Distribute verbal and written messages to medical teams and support staff, following up as instructed.

• Make follow-up phone calls to rDVMs and their clients as necessary/requested (emergency clients, etc.).

• Demonstrates excellent customer service when speaking to clients, veterinarians, and all members of the referring hospital team.

• Facilitate appointments, communications with VIP clients who may be working with Advancement.

• Follow policies and workflows

• Work closely with our communications team and webmaster to enhance and streamline our processes for rDVM communications.

Percentage Of Time25

Job Duty CategoryScheduling

Duty/Responsibility

• Assist rDVM’s and their clients in the scheduling and admissions to the specialty care service that is needed

• Point of contact for referring veterinarians regarding scheduling and wait times

• Collaborate with the SECC team to send welcome packets, directions, hotel accommodations (pet friendly)

• Actively monitor specialty services schedules.

• Resolve any case-related concerns prior to appointment

Percentage Of Time15

Job Duty CategoryMedical Records

Duty/Responsibility

• Retrieve and enter pertinent medical information into the medical records system

• Works with Medical Records and assists with fax/email referral reports, lab work, radiographs, etc. to referring veterinarians.

• Record/document all communications with rDVM’s and their clients, and staff to the medical record

• Develop and maintain an efficient referral management database.

Percentage Of Time15

Job Duty CategoryOther duties

Duty/Responsibility

Works with the Service Excellence manager and SECC team as well as our administrative and specialty services teams to facilitate resolution and service recovery for our referring veterinarians and our clients.

Percentage Of Time5

Application Details

Special Instructions to Applicants

To apply, please upload a cover letter that addresses the required and preferred job qualifications, a resume, and the contact information for three professional references. References will not be contacted without prior notification to candidates.

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.

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.

Conditions of EmploymentPre-employment Criminal Background Check (required for new hires)

Search ContactVTH HR, [email protected]

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.

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.

References Requested

References Requested

Minimum Requested3

Maximum Requested3

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

+ Resume

+ Cover Letter

Optional Documents