Client Service Representative
Location
Waterloo, ON | Canada
Job description
Term: 1 Year
The Campus Wellness Administration team serves the University of Waterloo community by supporting all units within Campus Wellness (Health Services, Counselling Services and Health Promotion) with effective, efficient, collaborative, and client-focused administrative service.
This role is accountable to the Client Service Manager to help create and maintain a positive student- centered environment, with exceptional client care and service, as the first point of contact for those seeking information and services in all Campus Wellness locations. In addition to direct client service requiring effective triaging of competing priorities from multiple sources, this role is responsible for a wide variety of administrative tasks ensuring quality client care and supporting efficient operation of Campus Wellness services.
Client Service Representatives may specialize in supporting one or more areas of Campus Wellness. There is frequent contact with a variety of health care professionals including physicians, nurses, counsellors, psychologists, psychiatrists, and interns/residents.
Client Support
- Act as a first point of contact for clients accessing Campus Wellness services, supporting a safe and welcoming environment;
- Use verbal de-escalation skills to respond to difficult behavior; consult with Lead Client Service Representative to resolve complex situations, escalating as necessary;
- Assist with immediate support when students present in distress until they are connected with an appropriate clinician
- Support in-person and virtual client appointments through booking, cancelling, and rescheduling
- Collect and process accurate and up to date client information, including the scanning and indexing of incoming diagnostic and medical reports;
- Assess client needs and provide information on appropriate resources, programs, or services at Campus Wellness, the University, and in the community;
- Access appropriate supports for complex inquiries and requests for urgent assistance;
- Support the assignment of clients to providers by appropriately screening for multiple factors (e.g. urgency, availability and client/clinician preferences)
- Receive and document incoming client payments in EHR, providing receipts to clients when required; adhering to financial protocols and ensuring electronic and hard copy documentation accurately reflects services rendered and incoming payments
- Reconcile cash receipts at end of shift
Administrative Support
- Assist in daily workflow of Campus Wellness through general administrative support for staff (ex. distribution of information, sharing of resources, etc.);
- Independently navigate a high volume of competing requests and multiple interruptions
- Actively engage in the development, implementation, and ongoing maintenance of relevant administrative procedures and protocols;
- Identify opportunities for improvement of client experiences, staff support, and general workflow;
- Assist with training and support for new employees, as coordinated by the Client Service Manager or Lead;
- Monitor and maintain office supplies and approved equipment needs.
- Assist with ongoing and one-time projects or initiatives as delegated by a Client Service Manager
- Provide back up to the Client Service Coordinator for referrals for diagnostic testing and specialist appointments, and back up support for creating and revising clinicians’ schedules in the Electronic Health Record
Handling Confidential Information
- Adhere to all guidelines and regulations regarding the collection, use, retention and destruction of personal health information (FIPPA, PHIPA, and University policies and procedures as outlined by the Office of the Secretariat)
- Perform accurate and timely data entry by creating, processing, and validating client documentation and demographics, cross-checking across multiple platforms;
- Process daily incoming electronic and hard-copy documentation; accurately attaching to client files/charts in EHR;
- Access non-clinical databases to support clinic functions (e.g. Quest, SharePoint, UW Portal)
Collaboration and Relationship Management
- Develop and nurture positive working relationships by collaborating with Campus Wellness colleagues;
- Engage with relevant departments and partners across campus to provide holistic care for students requiring additional supports;
- Contribute to Campus Wellness initiatives and committees as requested by Client Service Manager
Client Service Representatives may specialize in supporting one or more areas of Campus Wellness. Additional/different tasks may include:
- Maintain client lists within the Electronic Health Record for access to services (including waitlists for counselling, psychological assessments, and psychiatry assessments;
- Support the assignment of clients to clinicians by appropriately screening for multiple factors (e.g. urgency, availability, and client/clinician preferences);
- Assist the Client Service Coordinator with the processing of requests and referrals for assessments, diagnostic testing, specialist appointments, dietitian appointments, and closed group therapy, sending and collecting required documentation;
- Support Psychiatrists and Case Managers in communication with off-campus partners (including hospitals and pharmacies);
- Monitor and respond to information/inquiries, consulting with the Client Service Managers/Lead/Coordinators as appropriate regarding complex queries;
- Relay important information to appropriate staff members regarding client use of quiet rooms, including any safety concerns
- Health administration diploma, medical terminology course, or equivalent experience preferred
- At least one year of receptionist/customer service work experience in healthcare facility (preferably post-secondary setting)
- Experience working in both mental health and physical health care settings preferred, with the proven ability to deal with highly confidential and sensitive information;
- Experience working with individuals who have a variety of accessibility needs, socioeconomic backgrounds, and cultural backgrounds
- Experience working within PHIPA and FIPPA guidelines preferred
- Extensive experience with an electronic health records system is essential; experience with Accuro preferred
- Exceptional client service orientation, professionalism and assertiveness
- Demonstrated commitment to teamwork, attention to detail, flexibility, and accuracy
- Ability to respond to competing demands in a fast-paced environment
- Working knowledge of MS Word, Excel, PowerPoint
- Maintain a clear Police Vulnerable Sector Check
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within the Office of Indigenous Relations .
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.
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