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Posting Detail Information

Working TitleService Excellence Clinical Coordinator

Position LocationFort Collins, CO

Work LocationPosition is fully in-office/in-person

Research Professional PositionNo

Posting Number202401469AP

Position TypeAdmin Professional/ Research Professional

Classification TitleTechnical/Support III

Number of Vacancies

Work Hours/Week40

Proposed Annual Salary Range$48,000 - $48,900 with benefits (salary is commensurate with experience and qualifications)

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 todiversity, equity and inclusion (https://inclusiveexcellence.colostate.edu/about/) , 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) on10/14/2024

Description of Work Unit

Founded in 1870, Colorado State University is among the nation’s leading research universities and enrolls approximately 32,000 undergraduate, graduate, and professional students. Located an hour north of the Denver metro area, Fort Collins is a vibrant community of approximately 157,000 residents that offers the convenience of a small town with all the amenities of a large city. Fort Collins is situated on the Front Range of the Rocky Mountains with views of 14,000 foot peaks, and offers access to numerous cultural, recreational, and outdoor opportunities.

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 care for the basic needs of animals at the Veterinary Teaching Hospital, and to provide routine disinfection and service to all areas of the hospital, which serves as a teaching facility for veterinary students, as a medical facility for veterinary research, and as a public animal health clinic for exotic, large and small animals.

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 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 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

The Service Excellence Clinical Coordinator position will be assigned to specific specialty services groups within our small animal veterinary service and will act as the primary administrative support for practitioners, technicians, staff and clients. Responsibilities include oversight and management of referral cases, client communication, record management, assisting with Incident Reporting (IR) investigations, and other administrative functions within the service.

This position is expected to work 40 hours, Monday – Friday, business hours. No overnights, weekends or holidays are expected. We can offer some flexibility for start/stop times each day.

The employee in this position is designated as essential personnel and may be required to report to work during times of campus closures for weather or other events when the decision to close campus is made by CSU Central Administration.

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.

Required Job Qualifications

• Bachelor’s degree in Health Care Management and Administration 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.

• Two or more years of experience in the human or veterinary healthcare field.

• Two or more years of experience in customer service including direct client interaction and communication de-escalation.

• Excellent written communication skills.

• 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

• Excellent verbal communication skills.

• Proficient in Microsoft Office Suite and an affinity for learning electronic medical records technology.

• Five or more years of experience in customer service including direct client interaction.

• Five or more years of experience in veterinary or human healthcare field.

• 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 for the assigned service area.

Diversity Statement

Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.

Essential Duties

Job Duty CategoryAdministrative Coordination for Assigned Clinic(s)

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 CategoryAppointment 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 the 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

This position will remain open until filled. For full consideration, please apply by11:59pm (MT) on October 14, 2024.Applications may be submitted after that date until the posting is closed.Interested applicants must submit a cover letter which addresses how professional experiences align with the required and preferred qualifications, a current resume, the names, email addresses, and telephone numbers of three (3) professional references. References will not be contacted without prior notification of candidates. If you have questions, please contact the VTH HR staff at VTH_HR@mail.colostate.edu.

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 VTH HR staff at VTH_HR@mail.colostate.edu. 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), Essential Services Designation

Search Contactvth_hr@colostate.edu

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. TheOffice of Equal Opportunity (https://oeo.colostate.edu/) 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,titleix@colostate.edu.

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,oeo@colostate.edu.

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,oeo@colostate.edu.

Any person may report sex discrimination under Title IX to theOffice of Civil Rights, Department of Education (https://www2.ed.gov/about/offices/list/ocr/docs/howto.html) .

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 (*).

• • Are you willing and able to report to work during inclement weather, without delay or interruption, to provide essential or emergency services to ensure the health, safety, and welfare of clients?

• Yes

• No

Applicant Documents Required Documents

• Resume

• Cover Letter

Optional Documents