Client Care Manager

Job Description

Position Summary:

A successful candidate will understand that service excellence is driven from the inside out; therefore, an absolute focus on the client experience must be equaled by a dedicated commitment to the employee experience. The Client Care Manager is directly responsible for fostering a healthy, thriving workplace culture through proactive employee development, robust training and mentorship, meaningful recognition, and retention initiatives.

Full Consideration Date:

Monday, July 20, 2026, 11:59pm (MT). Open until filled.

Description of Work Unit:

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.

Essential Job Duties:

• Provide strategic leadership and oversight of client care operations, ensuring efficient, high-quality, and consistent service delivery.
• Design, standardize, and continuously improve workflows, SOPs, and hospital systems to enhance efficiency, accuracy, and client satisfaction.
• Monitor operational performance, identify bottlenecks, and lead initiatives to improve client flow, reduce wait times, and resolve systemic issues.
• Ensure data integrity, compliance, and proper documentation across hospital systems, including EMR, phone systems, and medical records, and support system implementations or conversions.
• Supervise client care leaders and staff, delegate responsibilities, manage staffing and workload balance, and support training, onboarding, and performance through KPI development.
• Collaborate with internal stakeholders (Client Care, Culture, Financial Services, and medical teams) to align operations, improve processes, and support organizational initiatives.
• Address escalated client concerns, ensuring timely resolution while maintaining professional standards and a high-quality client experience.

Supervision:

• 2-3 Client Care Supervisors
• 2 Client Care Team leads
• 0-5 NSH
• 10-15 SC-AP regular SC & AP

Conditions of Employment:

• Pre-employment Criminal Background Check (required for new hires)
• Required to report without delay or interruption to provide essential or emergency services to ensure health, safety, and welfare.

Minimum Qualifications:

Minimum Education:

• Bachelor’s degree; or equivalent combination of education and experience

SUBSTITUTIONS:
Associates degree + 5 years of supervisory or management experience
High School Diploma + 7 years of supervisory or management experience)

Minimum Experience:

Minimum 3 years of supervisory or management experience

Preferred Qualifications:

• Experience working in a customer service, veterinary, or healthcare industry.
• Strong leadership, communication, and conflict resolution skills.
• Proven ability to foster teamwork and positive culture in a client-facing environment.
• Proficiency across the Microsoft 365 Suite, with demonstrated experience using Excel for data tracking and reporting, Word for creating client-facing documentation or training materials, and Outlook/Teams for high-volume professional communication. 
• Experience with electronic medical record systems, complex workflow processes, and call center systems.
• Demonstrated ability to manage complex scheduling within a 24/7 operation.
• Training or certification in leadership development, conflict resolution, and/or employee engagement.
• Experience with designing training, onboarding, and/or employee development programs.

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 may 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 vhs_hr@colostate.edu.

Salary Range

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.

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!

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.

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.