Client Service Representative

5 months ago

Waterloo, Canada University of Waterloo Full time

Overview:
**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.

**Responsibilities**:
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);

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