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Posting Detail Information

Working TitleService Excellence Clinical Coordinator - Equine & Livestock

Position LocationFort Collins, CO

Work LocationPosition is fully in-office/in-person

Research Professional PositionNo

Posting Number202501212AP

Position TypeAdmin Professional/ Research Professional

Classification TitleTechnical/Support II

Number of Vacancies

Work Hours/Week40

Proposed Annual Salary Range$42,000-$46,000

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) on09/11/2025

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

• Commitment to Inclusive Excellence – they engage principles of diversity, equity, inclusion, and justice in all they do, valuing a supportive community where everyone’s contributions are valued, and all voices are heard

• 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/.

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

Are you a person that thrives on providing excellent service to clients? The Veterinary Teaching Hospital at Colorado State University is looking for a Service Excellence Clinical Coordinator to be the welcoming face and efficient heart of our Equine & Livestock hospital. In this role, you’ll greet clients, manage front-desk operations, and ensure smooth communication between our veterinary teams and the public. If you’re detail-oriented, love working with both people and animals, and thrive in a fast-paced environment, we’d love for you to join our team!

The keys responsibilities of this role are as follows:

+ Responsible for answering phone calls coming to the equine and livestock direct lines, scheduling appointments, paging/connecting clinicians, and routing calls appropriately.

+ Maintain the online scheduling system, coordinate scheduling involving multi-services, verify client/patient information, provide information to clients on appointment process and procedures, updates, and determine the urgency of a client’s request.

+ Provide administration support to the small animal client services team (call center, reception, and medical records).

+ Responsible for collection of prepayments (deposits) and account balances at the time the service is completed.

+ Contacts clients regarding overdue balances to collect payment.

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 for this position.

Required Job Qualifications

+ Two or more years of experience in customer service including direct client interaction.

+ High School diploma or GED

+ 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 for this position.

Preferred Job Qualifications

+ Prior experience in human or veterinary related field providing client service including direct interaction with clients.

+ Team-oriented and the ability to maintain positive working relationships with clinicians, coworkers, students, volunteers, and clients.

+ Strong communication and problem-solving skills.

+ 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.

+ Possess a strong level of attention to detail.

+ Ability to handle frequent interruptions and adapt to changes in workload and work schedule.

+ Ability to make timely decisions.

+ Ability to accept willingly constructive criticism from senior staff and clinicians

+ Strong verbal and written communication skills (assessed via written materials and during interview process).

+ Proficient in Microsoft Office Suite and an affinity for learning electronic medical records technology and other software programs.

+ Independent decision-making skills

+ Flexibility – willing and able to work in several departments and flex to the needs and norms of each area.

Essential Duties

Job Duty CategoryAdministrative Coordination

Duty/Responsibility

+ Serves as initial point of contact for referring veterinarians and clients. Serves as the primary administrative point of contact to facilitate onboarding of technical staff, volunteers, and students for the service.

+ Provides orientation materials to veterinary students prior to the start of their rotation, then orients students on first day of rotation to best practices in client communication, records, and how to best handle difficult situations. Acts as primary point of contact for veterinary student questions or concerns regarding function of the service or hospital in general.

+ Creates and maintains standard operating procedures for administration of the service.

+ Reviews initial case needs, then directs the collection and organization of prior medical records, imaging studies, and patient information into the medical record.

+ Triages case urgency and liaises with techs, veterinarians, and client to prioritize need.

Percentage Of Time30

Job Duty CategoryrDVM and Client Communication Management

Duty/Responsibility

+ Manage all voicemail and email accounts for service areas, responding directly to clients, rDVMs and distributing messages as necessary to clinicians, students, and technical staff.

+ Engage with clients and rDVMs in person or via telephone.

+ Manage all administrative communications with clients to include: providing pertinent visit information, addressing questions and concerns, facilitating financial estimates and consents and appointment reminders, managing prescription refills, updating client during visit if medical personnel unavailable, obtaining or sending medical record information.

+ Provides client support, including client communication, education, interaction, grief protocol, patient, and staff comfort.

+ Triages emergencies for the service and facilitates euthanasia appointments.

Percentage Of Time30

Job Duty CategoryCategory Appointment Scheduling

Duty/Responsibility

+ Assist in making new, recheck and multiservice appointments.

+ Management and scheduling of rDVM referrals as requested: Initiate communication, schedule, request/upload records, notify rDVM if one of their patients has presented to urgent care and transferred to another service, has been discharged, or euthanized.

+ Reviews appointment schedules daily for accuracy and appropriateness.

+ Obtain rDVM records, upload to Stringsoft.

+ Validate accurate client information in Stringsoft, update as needed with assistance from front-end management.

Percentage Of Time30

Job Duty CategoryIncident Report Investigation and Resolution

Duty/Responsibility

+ Assist in incident reporting investigation for the service(s) while collaborating with SE Coordinator.

+ Collaborates with members of the clinic to find root cause for event.

+ Manages follow-up communications with client for resolution and Service Recovery when requested.

Percentage Of Time10

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.

This position will remain open until filled. However, for full consideration, please apply by 9/11/2025, 11:59pm (MT).

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 [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

+ Cover Letter

+ Resume

Optional Documents