Job Information
Colorado State University Client Services Manager in Fort Collins, Colorado
Posting Detail Information
Working TitleClient Services Manager
Position LocationFort Collins, CO
Work LocationPosition is fully in-office/in-person
Research Professional PositionNo
Posting Number202400862AP
Position TypeAdmin Professional/ Research Professional
Classification TitleProf/Indiv Contrib III
Number of Vacancies1
Work Hours/Week40
Proposed Annual Salary Range$53,364 - $61,000 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) on07/01/2024
Description of Work Unit
Veterinary Health System
The Veterinary Health System transforms our service units into a comprehensive veterinary medical center governed by responsible management that supports our units’ individual missions. Capitalizing on Colorado State University’s top ranking in veterinary medicine and building on our tradition of providing high-quality compassionate care and achieving outstanding clinical outcomes, the Veterinary Health System broadens our expertise and skill to deliver the highest levels of customer service, employee satisfaction, and advancements in medicine through clinical service, research, and innovation.
Veterinary Teaching Hospital ( VTH )
At the CSU 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 VTH , 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
This role will primarily work Monday – Friday during business hours, but may cover evenings and weekends as needed.
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
We are seeking candidates to join our dynamic, busy environment with a team focused on meeting the needs of our patients and clients 7 days a week. TheClient Services Managershares leadership of 30 employees for the Veterinary Teaching Hospital’s ( VTH ) front desk, call center and medical billing teams. This role will interview candidates, provide supervision to the team, maintain/improve workforce scheduling, manage time-clock entries and consistently deliver performance feedback as needed. The Manager will be a subject matter expert, acquiring job knowledge for the various positions associated with the front areas, and will ensure excellent customer service through team training and performance management. We are looking forward to the 2026 opening of ourVeterinary Healthcare Education Complex (https://vetmedbiosci.colostate.edu/vth/client-information/construction-updates/) and are seeking candidates who will be excited to create and implement process improvements to prepare for this growth.
This role will primarily work Monday-Friday during regular business hours (typically 8am-5pm), however, the Manager may cover evening or weekend shifts from time-to-time. The Manager, and our current Manager, alternate monthly on-call duty every other month. When on-call, the primary needs are to remotely answer scheduling questions and contact team members to ensure coverage for any unplanned absences.
This is an essential worker position and must be willing and able to report to work as directed to perform essential and/or emergency services without delay or interruption.
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.
A signing bonus and/or moving expenses may be considered for eligible and successful candidates.
Required Job Qualifications
High School Diploma or GED
Five (5) years of client-facing customer service experience
One (1) year of supervisory or leadership experience
Two (2) years of administrative experience
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
Demonstrated experience with staff scheduling
One (1) year of client conflict resolution/de-escalation experience
Experience with medical terminology
Medical background/experience
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 CategorySupervision
Duty/Responsibility
Supervise State Classified and Administrative Professional staff. Consistently provides an environment that supports employee’s learning and development. Evaluates employee performance and assists employees in short and long-term development plans. Effectively practices appropriate interpersonal conflict resolution techniques, listens to employee concerns and effectively implements a successful process and improvement strategy. Recommends and completes required documentation for corrective action when necessary.
This position initiates the hiring process to fill open positions, interviews applicants, and recommends new hire, promotion or transfer. Ensures a positive on-boarding experience. This position is responsible for the daily management of the time clock including correcting clock-in errors and approving leave time requests. Must be able to assess coverage in all areas prior to approving leave requests and to adjust schedules under various circumstances while providing adequate coverage to ensure optimal customer service.
Attend supervisor/leadership meetings and participate on working subcommittees.
Manage staff schedule to ensure adequate coverage in all front areas. Which includes managing call outs and adjusting the schedule as needed.
Percentage Of Time50%
Job Duty CategoryCross Coverage for Receptionist and Call Center Agents
Duty/Responsibility
Provides support for equine and livestock and small animal reception as well as financial service, medical records, parking lot attendant and call center services by maintaining job knowledge of all positions associated with the front areas and any changes associated with the job duties. This position is required to have a medical background or equivalent training.
This position will lead the team in the reception area, directing focus on the clients when they arrive on-site and for the duration of their visit, appointment or procedure. Specifically, assisting staff to identify resources and be able to assist at an exceptional customer service level – check clients into the hospital, direct individuals, assist with client concerns, update electronic scheduling system, keep clients informed and ensure that patients are seen in a timely manner. They will directly influence the clients’ VTH experience. This position will work with other front area managers to ensure support for the call center, reception, parking attendant, medical records, and financial services areas.
Supervision of the call center positions will focus on pre-admission/pre-registration and communications. Specifically, supporting a high level of customer service by answering all calls coming into the main hospital, small and large animal direct lines, scheduling appointments, paging/connecting clinicians and routing calls appropriately. The call center will also maintain online scheduling system, verify client/patient information, verify rDVM contact information, explain appointment process and procedures and determine patient service area based on nature of medical concerns and urgency of condition.
This position will help maintain the rDVM data in Stringsoft. Will be responsible for adding and updating database. Will also assist with corrections and merging of client account information.
This position helps to manage and maintain the VTH call center system and software.
Percentage Of Time30%
Job Duty CategoryUnit Operations
Duty/Responsibility
This position understands access, admissions, registration and scheduling processes associated with the VTH hospital and the impact their decisions and or changes will make on the hospital in its entirety.
This position must be capable of effectively evaluating work-flow in call center and receptions units while identifying areas of concerns. Regularly consults with clinicians and/or staff impacted by the service to identify issues and ultimately recommends an effective process improvement strategy to resolve inefficiencies. Implement changes that will increase productivity and improve work standards. Consistently ensures accuracy of procedure manuals at all times.
Evaluates relevant information from appropriate sources and provides input into continuously changing technologic advances in the hospital. Provides input for electronic medical records and electronic office management for ultimate process improvement. This task requires knowledge of medical terminology and how medical terms associate with each other. Monitors call center monitoring software to determine staffing needs and opportunities to improve call performance.
This position collaborates with colleges to oversee budget and financial responsibilities within the reception and call center cost centers.
This position evaluates vendor products and makes recommendations. This position participates in the design and implementation of new registration, scheduling, billing-electronic medical record system application throughout the VTH .
Percentage Of Time20%
Application Details
Special Instructions to Applicants
This position will remain open until filled. For full consideration, please apply by11:59pm (MT) on July 1, 2024.Applications will continue to be reviewed after that date as needed. Interested applicants must submit a cover letter which addresses how professional experiences align with the required and preferred qualifications, a current resume, and 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 listed search contact.
Conditions of EmploymentPre-employment Criminal Background Check (required for new hires), Essential Services Designation - Required to be on duty to perform essential and/or emergency services of the agency without delay or interruption
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
- The successful candidate must be legally authorized to work in the United States by the time of hire. Will you be legally authorized to work in the US by the proposed start date?
Yes
No
Applicant Documents
Required Documents
Cover Letter
Resume
Optional Documents