Client Care Supervisor

Job Description

Position Summary:

The Client Care Supervisor exists to ensure the consistent delivery of exceptional client service and efficient day-to-day operations by providing frontline supervision, and support to the Client Care team. This position oversees daily staffing, workflow coordination, employee performance, training, and operational problem-solving while fostering a culture of accountability, collaboration, and service excellence. The Client Care Supervisor serves as the primary leader for assigned staff, partnering with clinicians and hospital leadership to maintain seamless patient flow, resolve client and operational concerns, ensure compliance with hospital policies and procedures, and support continuous improvement initiatives that enhance the client and employee experience.

Full Consideration Date: Monday, 10/5/2026, 11:59pm (MT). Open until filled.

Signing Bonus: Sign-on bonus and/or relocation may be considered for eligible candidates.

Description of the Work Department:

At the CSU Veterinary Health System, animals and the people who care for them are at the heart of everything we do. Every decision we make reflects our commitment to those who trust us with their animals’ health. That focus inspires us to deliver expert veterinary services, support veterinary education and training, and advance groundbreaking research. We show up every day with passion, eagerness to collaborate, and a drive to redefine what’s possible. Our deep partnership with the College of Veterinary Medicine and Biomedical Sciences amplifies our impact, enabling us to boldly innovate and share knowledge widely.

In addition to the salary, this position is eligible for differential pay.

Salary Differentials: We offer hourly differentials for certain days/times as an incentive to team members should your shift fall during these days/times. These differentials apply when half or more of the scheduled hours fall between that shift.

- + 20 % of your hourly rate for hours worked 4 pm on Friday – 6 am on Monday
- + 14 % of your hourly rate for hours worked 11 pm – 6 am Monday-Thursday
- + 7.5 % of your hourly rate for hours worked 4 pm-11 pm Monday-Thursday

Essential Job Duties:

- Lead the day-to-day operations of the Client Care team by coordinating workflows, staffing coverage, and service delivery to ensure efficient hospital operations and an exceptional client experience.
- Supervise assigned Client Care employees by recruiting, onboarding, training, coaching, evaluating performance, recognizing achievements, addressing performance concerns, and implementing corrective actions in accordance with University and hospital policies.
- Coordinate staffing, schedules, leave requests, workload distribution, and operational priorities while proactively resolving workflow issues, scheduling conflicts, client concerns, and service disruptions.
- Partner with clinicians, hospital leadership, students, and support departments to facilitate communication, coordinate patient flow, and implement operational improvements that enhance efficiency and client care.
- Ensure compliance with hospital policies, standard operating procedures, regulatory requirements, and quality standards by monitoring client care processes, documentation, financial activities, and staff performance.
- Develop team members through onboarding, competency training, coaching, performance feedback, and continuing education while promoting a culture of service excellence, accountability, and collaboration.
- Serve as the primary point of escalation for client, employee, and operational concerns, exercising independent judgment to balance client satisfaction, employee support, and hospital priorities.

- Perform other related supervisory and administrative duties as assigned in support of departmental and organizational objectives.

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 services to ensure health, safety and welfare.
- Successful candidate must be legally authorized to work in the United States; department will not provide visa sponsorship.

Supervision:

Yes, this position will supervisee 3-6 FTE employees ranging from Admin Coordinators to Client Care Coordinators.

Minimum Qualifications:

- High school diploma or GED.
- 3 years of customer service in a fast-paced, client-facing role.
- Ability to work a full-time schedule onsite, including evenings, overnights, weekends, and holidays as needed.

Preferred Qualifications:

- Bachelor’s degree in a related field (e.g., human development and family studies, business, communications, psychology, animal science, or a healthcare-related discipline).
- Experience developing and implementing operational workflows, standard operating procedures, and process improvements in a fast-paced environment.
- Call center, business office, medical record experience.
- Experience in a veterinary, medical, emergency, or specialty client service environment.
- Experience with veterinary or medical scheduling systems (e.g., Cornerstone, ezyVet, Instinct, UVIS, Avimark, etc.).
- Experience training and coaching team members, with the ability to effectively share knowledge, provide constructive feedback, and support the development of others.
- Independent decision-making skills (assessed during interview process).
- Flexibility – willing and able to cross-train & work in several departments and flex to the needs and norms of each area.
- Ability to work effectively and professionally in fast-paced, emotionally charged environments, including handling sensitive or high-emotion situations with empathy and composure.
- Strong verbal and written communication skills (assessed via written materials and during interview process).

Application Instructions:

This position will remain open until filled.  Interested applicants must submit a cover letter that addresses how professional experiences align with the required and preferred qualifications and a current resume. References will be requested from finalists and will not be contacted without prior notification of candidates.

CSU is committed to the full inclusion of qualified individuals. If you need assistance or accommodations with the search process, please reach out to the VHS HR staff at [email protected].

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# Salary Range
$58,000 - $65,000

Required Application Documents

To apply, please upload the following applicant documents. Ensure your materials fully address the required and preferred job qualifications of the position. 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.
Cover Letter, Resume/CV
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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.
- 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!

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Background Check Policy Statement

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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.

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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.