Client Service Coordinator

3 days 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. The focus of this role is to provide back-office administrative support for the client-focused activities of the Client Service team.

There is frequent contact with a variety of health care professionals including physicians, nurses, counsellors, psychologists, psychiatrists, and interns/residents, as well as students who have been referred for testing outside of Campus Wellness or to an external medical specialist.

**Responsibilities**:
Scheduling
- Create and implement templates for each different type of staff schedule (e.g. Directors, Physicians, Psychiatrists, Psychologists, Counsellors, and Nurses);
- Distribute schedule requests, collect and clarify information, and input templates each term;
- Monitor preferences and restraints on clinician schedules, and review implemented schedule changes for accuracy;
- Pro-actively identify short-range gaps in provider coverage which could directly affect student services (ex. no intake specialist, triage physician, walk-in counsellors); notify the relevant managers, collaborate with Client Service Manager to resolve the gaps;
- Collaborate with Client Service Manager to optimize use of service availability, providing feedback regarding appointment usage, making recommendations for adjustments;
- Support Client Service Representatives and their Leads when a clinic or clinician’s appointments need to be cancelled or rescheduled (ex. clinic closure, long-term provider absence); caseloads need to be dispersed among other clinicians, or alternate arrangements made; support Client Service Representatives in communicating alternate arrangements to clients/patients; direction for specific situations may originate with Client Service Manager;
- Support supervisors and managers in identifying service level conflicts and gaps well in advance, identifying longer-term implications of short-term schedule changes;
- Coordinate multiple schedules to accommodate meetings; add Senior Management Team meetings into Accuro;
- Support short-notice clinical staff absences (illness, emergency, etc.) by updating their schedules and responding to absence implications; inform parties who are affected by changes in schedules;
- Work closely with the Campus Wellness Administrative Assistant to assure continuity in Senior Management Team schedules, meeting times, and locations.

Client Referrals
- Coordinate all aspects of referrals from clinicians for client/patient care by external specialists (e.g. book appointments, monitor appointment status, notify client / patient, and track appointment status);
- Process requests and referrals for external assessments, diagnostic testing and specialist appointments, collecting and sending required documentation;
- Coordinate all aspects of external referrals from clinicians for client/patient care for diagnostic/medical testing
- Document referrals/disposition in client charts;
- Provide external referrals support for multi-disciplinary team of clinicians.

Quality Assurance
- Ensure a holistic approach to the entire schedule; monitor Client Service Representative booking/schedule utilization for consistency and appropriate booking (ex. distributing specific kinds of appointments between clinicians, watching for too many of one type of appointment booked);
- Identify opportunities for improvement of client experience, staff support, and general workflow; (ex. process improvement within the Electronic Health Record, identifying pain points from student perspective).

Client Support
- Maintain up-to-date forms and documentation for use by staff members and clients; may be both electronic and hard copy format (ex. consent forms, clinical note forms, resource and reference documentation);
- Update voice mail messages on phone system (ex. closures, holidays etc.); inform Studentcare, AccessAbility Services, and University Special Constable Service of building closures;
- Independently navigate a high volume of competing requests and multiple interruptions;
- Assist with ongoing and one-time projects or initiatives as delegated by a Client Service Manager;
- Contribute to Campus Wellness initiatives and committees, as requested by Client Service Manager.

Handling Confidential Information
- Adhere to all guidelines and regulations regarding the collection, use, retention and destruction of personal health information (ex. FIPPA, PHIPA, UWaterloo Policies and procedures);
- Perform accurate and timely data entry by creating, processing, and validating client documentation and demographics,

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