Service Excellence Clinical Coordinator

Updated: about 2 months ago
Location: Fort Collins, COLORADO
Deadline: 07 Dec 2022

Posting Details
Posting Detail Information

Working Title Service Excellence Clinical Coordinator
Position Location Fort Collins, CO 80523
Does this position qualify for hybrid or remote work? Yes
Classification Title Technician III
Posting Number 202200661P
Position Type State Classified
Open Date 11/30/2022
Close Date 12/07/2022
Salary $3,881 - $3,919 + Full Benefits
Employee Benefits
Colorado State University (CSU) and the State of Colorado are committed to providing employees with a strong and competitive benefits package that supports you, your health, and your family. Visit CSU’s Human Resources website for detailed benefit plan information for permanent full-time and part-time classified employees in the following University benefit areas: and .
Full/Part Time Full-time
State Classified Hourly No
Overtime Eligible
Description of Work Unit
To educate the next generation of veterinarians by providing exceptional veterinary care and service to the community every day. The Service Excellence Coordinator Team is an integral part of the Colorado State University Veterinary Teaching Hospital and provides high-level administrative support to allow Veterinary Technicians and Clinicians to focus on the delivery of medical care. The Service Excellence Coordinator Team will enhance the customer (both internal and external) and client experience by functioning as the primary administrative support and client specialist for the clinics they are assigned.
Position Summary
These Coordinator positions will be distributed among the current specialty services to act as the primary administrative support specialists for growing caseloads. Responsibilities include oversight and management of referral cases, client communication, record management, Incident Reporting (IR) investigation, and other administrative functions within the service.
These positions will be making decisions for and coordinating workload for the assigned services.
Minimum Qualifications
To be considered for this position candidates must demonstrate:
  • Three full-time years of work which included experience in a human or veterinary related hospital providing client service including direct interaction with clients, referring doctors or veterinarians, hospital administration, clinicians, students, volunteers, and staff.

A Bachelor’s degree in Health Care Administration, Bachelor’s degree in Animal Science or a related discipline can meet the minimum qualification in place of the hand’s-on work experience. * Please note, to qualify for this substitution a transcript must be attached at the time of application.
Preferred Qualifications
Highly sought applicants will have many of the following:
  • Proficient in Microsoft Office Suite and an affinity for learning electronic medical records technology
  • Five or more years of experience in human or veterinary healthcare field
  • Five or more years of experience in customer service including direct client interaction and communication de-escalation
  • Excellent oral and written communication 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 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 willingly constructive criticism from senior staff and clinicians.
    • Ability to maintain a positive attitude at work and set a positive example for the assigned service area.

Essential Job Duties

Job Duty Category Administrative Coordination for Assigned Clinic(s)
· 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 Time 30
Job Duty Category rDVM and Client Communication Management
· 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 Time 30
Job Duty Category Appointment Scheduling
· Make New, Recheck, and Multi Service appointments.
· Management and scheduling of all rDVM referrals: 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.
Percentage Of Time 30
Job Duty Category Incident Reporting Investigation
· Assist in management of incoming incident reports for the service(s) while collaborating with the SE Coordinator, Service Leaders and Medical Review Board, when needed.
· Collaborates with members of the clinic to find root cause for event. Create root cause analysis report.
Percentage Of Time 10

Application Details

Special Instructions to Applicants
  • Clearly document job duties you have performed that relate to minimum qualifications, preferred qualifications, and essential job duties in the Work Experience section on the application. Human Resources must be able to evaluate your experience based on this information.
  • Clearly outline dates of employment and hours worked per week for each employment experience listed in the Work Experience section of the Application so that Human Resources can calculate full-time work experience. Please note: Part-time experience will be calculated to determine the full-time equivalent.
  • The Work Experience is the only document that will be utilized to determine if minimum qualifications, as outlined in the job posting, have been met. The Application is considered to be the legal document on file; resumes will not be reviewed for minimum qualification requirements.

  • If an Application is considered “Incomplete”, the Application will be removed from consideration for the position.
  • An Application is incomplete if no current/ previous employment is included in the Work Experience section of the Application.
  • An Application is incomplete if “see resume” (or something similar) is noted, or previous employment does not contain job duties for every position in the Work Experience section of the Application.
  • Positions requiring a degree or if using education as a substitution for work experience (e.g.: Associate or Bachelor’s) transcripts are required in order to verify receipt of the required degree or coursework. If official or unofficial transcripts are not supplied at the time of application, the Application is incomplete.

  • When a resume is listed as a required document, it may be used in the comparative analysis/ evaluation process to determine the candidates that most closely meet the qualifications of the position. This process occurs after an application has passed the minimum qualifications screening.

Resumes will not be accepted in place of a completed application; however, some positions may still require a resume as a component for complete application materials.
  • Please see the Required Documents section of the posting.

  • Appointment to the vacancy or vacancies represented by this announcement is expected to be from the eligible list created. However, at the discretion of the appointing authority, the position(s) may be filled by another method of appointment for a valid articulated business reason.
  • The selection process for State Classified positions may include an exam(s) and interview(s) which require candidates to physically appear (at the CSU campus in Fort Collins, CO) at the candidates’ own expense.
  • All status updates for this position will be sent via email from , OR the Employment Consultant facilitating the search process. In addition to your Inbox, remember to check the Deleted and Junk folders for these important communications.
  • Pertinent updates to your Application status can be obtained by logging into your application account at

Equity, Diversity, and Inclusion at Colorado State University
The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
Colorado State University is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require a reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our Human Resources – Employment Office, at or call (970) 491- MyHR(6947).
  • Please check the Help link online at for assistance on your application or for answers to Frequently Asked Questions.
  • All other inquiries should be directed to the Colorado State University Human Resources Office (970) 491- MyHR(6947).
Conditions of Employment Pre-employment Criminal Background Check (required for new hires), Essential Services Designation - Required to report without delay or interruption to provide essential or emergency
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, .
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, .
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, .
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.
Employment and Appeal Rights
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination. Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.
Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director’s Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director’s Administrative Procedures are available at .
A standard appeal form is available at: . If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.

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