Client Services Manager

Colorado State University, United States

Updated: 3 days ago
Location: Fort Collins, COLORADO
Deadline: 22 Apr 2024

Posting Details
Posting Detail Information


Working Title Client Services Manager
Position Location Fort Collins, CO
Work Location Position is fully in-office/in-person
Research Professional Position No
Posting Number 202400523AP
Position Type Admin Professional/ Research Professional
Classification Title Prof/Indiv Contrib I
Number of Vacancies 1
Work Hours/Week 40
Proposed Annual Salary Range 50000-60000
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, commitment to diversity, equity and inclusion , and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.
  • Review our detailed benefits information here.
  • Explore the additional perks of working at CSU here .
  • For the total value of CSU benefits in addition to wages, use our compensation calculator .
  • Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in !
Desired Start Date 05/13/2024
Position End Date (if temporary)
To ensure full consideration, applications must be received by 11:59pm (MT) on 04/22/2024
Description of Work Unit
Work Unit | Veterinary Diagnostic Laboratories
Faculty and staff at the CSU Veterinary Diagnostic Laboratories (VDL) are among the nation’s finest in their fields of expertise and offer comprehensive diagnostic services. The mission of the Veterinary Diagnostic Laboratory (VDL) is to provide timely, accurate and pertinent animal disease diagnostic services and educational outreach to veterinarians, animal industries and animal interests. The Veterinary Diagnostic Laboratory will strive to meet the goals the College of Veterinary Medicine and Biomedical Sciences and the University through research to develop new approaches to disease identification, investigation, prevention and through education of professional veterinary medical, graduate, and post-doctoral students.
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
Colorado State University (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 to include 24 vacation days, 15 sick days, 11 paid holidays annually Attractive evening work schedule that is flexible yet consistent Monday-Friday Comprehensive benefits programs and services including Medical, Dental, Vision, Life, Disability, Parental Leave, work/life resources, and more 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 at https://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 between 10% – 21%. 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
This position is crucial to ensure that all operations of the Client Services Office unit is conducted in a correct, cost effective, efficient, and timely manner in alignment with the vision, mission and culture of Clinical Diagnostics and the Veterinary Health System. This position will be responsible for supervising Client Services Office staff, maintenance of LIMS applications, maintenance of internal and external websites, pathologist scheduling, managing workflow, ensuring client satisfaction, and managing client concern/dispute resolution. This position will oversee assignments to ensure all client service functions are completed in a timely manner to meet laboratory reporting requirements and deadlines. This position is responsible for improving performance, productivity, efficiency, and profitability through the implementation of effective methods and strategies.
Incumbent must possess excellent communication skills, professionalism, a strong work ethic, and be a positive and motivational leader.
This position is full-time with schedule based on section needs. This is an essential worker position and may require after-hours and weekend work, based on case load, staff scheduling, and urgent testing needs. This position is required to report to work, without delay, on all/most weather closure days and various holidays throughout the year. This position will be required to report to work for emergency disease response requests and may be required to work significant hours (exceeding 40 hours per week) during a disease outbreak detection and response effort or other important diagnostic effort.
A signing bonus may be available for well qualified candidates.
Colorado State University has a campus culture that is driven by a desire to 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.
The successful candidate must be legally authorized to work in the U.S. by proposed start date; Colorado State University Diagnostic Laboratories will not provide visa sponsorship for this position.
Required Job Qualifications
  • Bachelor’s degree and either one (1) year of experience in a medical, veterinary, laboratory or related setting.
Preferred Job Qualifications
  • At least one (1) year of professional experience supervising/leading a team
  • At least one (1) year of professional experience in a medical/veterinary business or work unit and subject matter expertise in diagnostic laboratory tests and sample types
  • Excellent communication skills
  • Use and understanding of medical terminology
Diversity Statement
Ability to advance the department’s commitment to diversity and inclusion through research, teaching and outreach with relevant programs, goals and activities.

Essential Duties


Job Duty Category Client Services Office Operations & Supervision of Staff
Duty/Responsibility
  • This position will supervise employees in the VDL Client Services office sections.
  • Serve as a subject matter expert in diagnostic testing options, sample submissions and case management for the Client Services Office.
  • Ensure staff coverage to maintain effective workflow while offering work-life balance to employees.
  • Ensure all assignments for sections are completed quickly and efficiently to meet laboratory reporting requirements and deadlines.
  • Train and develop team members to be proficient, confident, and independent in their daily duties and assigned tasks.
  • Know team dynamics and develop workloads that utilize individual strengths to best contribute toward the success of the team and the VDL.
  • Create work schedules, monitor/approve time clock punches, and approve/decline leave requests meeting all HR Payroll deadlines.
  • Create and administer performance plans for each team member, monitor progress, and conduct routine performance evaluations with employees.
  • Create and maintain a positive, inclusive, and safe workplace environment for all team members.
  • Ensure team members are always providing exceptional customer service to clients; also manage client complaints when necessary.
  • Oversee payment transactions in the Client Services office.
  • Create training to help Veterinary Health System (VHS) personnel understand Veterinary Diagnostic Lab (VDL) tests and orders.
  • Advise administrative personnel on issues that arise connected to client services, sample receiving, or software issues; responsible for strategic planning and developing operational efficiencies within the units.
  • Provide quality management for Client Services and work directly with Quality team on quality activities.
  • Other duties as assigned.
Percentage Of Time 60
Job Duty Category Collaboration & Process Improvement
Duty/Responsibility
  • Delegate and assign job duties to team members while considering equity of opportunity across like positions and diversity of tasks to allow for better job satisfaction team wide.
  • Monitor daily workflow in units and prioritize/adjust employee tasks to ensure completion of critical duties.
  • Utilize various reports and search functions to assure VDL Client Service Quality (e.g., monitor work lists, search for failed invoice distributions, watch for delayed accessions).
  • Troubleshoot various situations/issues and formulate best solutions that meet the needs of the patients, clients, and the Clinical Diagnostics unit.
  • Other duties as assigned.
Percentage Of Time 35
Job Duty Category Additional Management and Other Duties as Assigned
Duty/Responsibility
  • Support processes of the Clinical Diagnostics unit by directly assisting the administrative leaders with website maintenance, Pathology rotation calendar, and maintenance of the LIMS application (e.g., pricing structures, contract agreements, creation of tests/specimens/species, etc.).
  • Assist with pricing policies and other administrative management activities.
  • Attend applicable trainings and meetings.
  • Support strategic, business, and operational initiatives.
Percentage Of Time 5

Application Details


Special Instructions to Applicants
Interested applicants are required to submit a cover letter which addresses how professional experiences align with the posted requirements and preferred qualifications of the position, as well as a current resume/CV, and names, email addresses, and telephone numbers of three (3) professional references. References will not be contacted without prior notification of candidates.
To ensure full consideration, applications must be received by 11:59pm (MT) on 04/22/2024
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.
Conditions of Employment Pre-employment Criminal Background Check (required for new hires), Valid Driver’s License - Must possess or obtain a valid driver’s license by the employment start date and maintain such in good standing for duration of active employment., Essential Services Designation - Required to report without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare., Shift Work - CSU Veterinary Diagnostic Laboratory does not follow standard University Holiday Schedule due to the nature of the business. Monday through Friday is typical schedule but rotation of holidays is required and occasional Saturdays needed., Special Requirements/Other - Must safely lift and carry items that weigh up to 50lbs., On-call Status - In the event of an emergency is declared by the Veterinary Diagnostic Lab Director, needed to meet NAHLN requirements, overtime work or work outside normal operating ours will be required
Search Contact Tina Kane, [email protected]
EEO Statement
Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, [email protected] .
The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, [email protected] .
The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, [email protected] .
Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education .
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.

Similar Positions