Client Experience Coordinator

The Cornell University Hospital for Animals seeks a welcoming and adaptable Client Experience Coordinator to help clients navigate hospital services and connect with the appropriate care teams. In this role, you’ll serve as an important point of contact for clients, providing compassionate service while receiving and routing communications, scheduling specialty appointments, and helping ensure a smooth experience from start to finish. You’ll work closely with colleagues across scheduling, medical records, admissions, discharge, and clinical services to support exceptional client service and quality patient care.

The job responsibilities include, but are not limited to:

Coordinate client appointments from initial scheduling through pre- and post-appointment follow-up, ensuring a smooth and positive experience.

Schedule clinical services, manage cancellations and waitlists, and maintain accurate appointment schedules and planning guides.

Set up new clients and patients in ezyVet and ensure clients and referring veterinarians receive timely , accurate pre-appointment information.

Coordinate electronic referrals and obtain necessary medical records and other information before scheduled appointments.

Partner with clinical teams to anticipate and address client and patient needs, resolve scheduling concerns, and ensure clear communication throughout the appointment process.

Required Qualifications

High school diploma and 2-4 years of relevant experience or equivalent combination of education and experience

Demonstrated commitment to providing excellent customer service with professionalism, empathy, and compassion.

Strong verbal communication and interpersonal skills, with the ability to work effectively with clients, coworkers, doctors, and students, including during difficult or sensitive situations.

Ability to remain calm and composed in high-pressure or emergency situations while responding appropriately to diverse personalities and client needs.

Ability to multitask, adapt to changing priorities, and use sound judgment and problem-solving skills in a fast-paced environment with frequent interruptions.

Ability to work collaboratively with a diverse team with minimal supervision, along with basic computer skills and the ability to learn electronic medical records and other software systems.

Preferred Qualifications

Associate’s degree in related field

Experience in a high-volume call operation handling multiple phone lines.

Previous experience in a veterinary, human medical, or social service-related office.

Knowledge of veterinary and/or human medical terminology, medical records systems, and billing systems.

Exceptional Client Service Awards and/or other acknowledgement .

Certifications in leadership development and/or client service areas.

Important Details about the Position

This is an onsite position located in Ithaca, NY.

We are unable to provide Visa sponsorship, now or in the future, for this position.

While the regular business hours are 8:00 am to 5:00 pm, the specific schedule may change to meet the needs of the business, requiring employees to work early mornings, evenings, weekends and University holidays and scheduled breaks.

The Following Documents are Required to be Submitted with your Application

Resume

Cover Letter

What We Offer :

Great benefits! Cornell receives national recognition as an award-winning workplace for our health, wellbeing, and sustainability.

3 weeks of paid vacation

13 additional holiday days with 2 additional floating holidays to be used at your discretion

An award-winning employer provided benefits program

Comprehensive health care options

Access to wellness programs

Employee discounts with local and national retail brands

Generous retirement contributions

Impressive educational benefits include tuition-free Extramural Study and Employee Degree Program, Tuition Aid for external education, and Cornell Children's Tuition Assistance program

Follow this link for more information: https://hr.cornell.edu/understand-your-benefits

Employees are expected to meet all of the Cornell University Staff Skills for Success , which are essential for individual and organizational success.

Questions?

Gabriel Gonzalez - gag95@cornell.edu

University Job Title:

Administrative Asst III

Job Family:

Administration

Level:

C

Pay Rate Type:

Hourly

Pay Range:

$24.30 - $26.15

Remote Option Availability:

Onsite

Company:

Contract College

Contact Name:

Gabriel Gonzalez

Contact Email:

[email protected]

Job Titles and Pay Ranges:

Non-Union Positions

Noted pay ranges reflect the potential pay opportunity for each job profile. The hiring rate of pay for the successful candidate will be determined considering the following criteria:

Prior relevant work or industry experience

Education level to the extent education is relevant to the position

Unique applicable skills

Academic Discipline

To learn more about Cornell’s non-union staff job titles and pay ranges, see Career Navigator .

Union Positions

The hiring rate of pay for the successful candidate will be determined in accordance with the rates in the respective collective bargaining agreement . To learn more about Cornell’s union wages, see Union Pay Rates .

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