Client Service Manager

Overview:
**Term: 18 Months**

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.

The Client Service Manager, Health Services is accountable to the Administrative Officer to ensure exceptional, consistent, responsive client service in Health Services, serving University of Waterloo students, staff, faculty and their families. The Client Service Manager, Health Services works closely with the Client Service Manager, Counselling Services, but each is focused primarily on their own administrative unit. They will provide coverage in each other’s’ absence. It is recognized that day-to-day oversight and responsibilities differ between the two areas, and therefore each Client Service Manager will need to maintain some fluency in the other area.

**Responsibilities**:
Operational Leadership
- Establish clear expectations for client service which align with Campus Wellness’ mission and the University’s strategic plan; ensure a consistent, responsive, and welcome reception for all who seek information or service at Campus Wellness locations
- Partner with the counterpart Client Service Manager to provide consistent direction for staff and clinic operational processes
- Provide administrative leadership in new Campus Wellness initiatives; respond efficiently to significant changes in services offered to students, including developing and implementing initiatives logistics, staffing, training, and troubleshooting
- Field technical support requests from staff, liaising with Campus Wellness Tech Team and IST to resolve issues; priority issues are those related to the Electronic Health Record and related systems

Optimization of Staff and Provider Scheduling and Coverage
- Ensure all shifts in all venues have appropriate Client Service Representative coverage; frequently-changing factors may require Lead Client Service Representative and Client Service Representatives to be temporarily re-assigned to other Campus Wellness locations (ex. client volume, staff absences, time off requests, emergency coverage, etc.)
- Ensure direct reports’ essential tasks are covered when unexpected absences occur
- Ensure staff have access to either a Client Service Manager or alternate contact for support during working hours
- Oversee input and ongoing maintenance of all Campus Wellness provider schedules, including provider appointment booking preferences (more than 60 schedules)
- Identify immediate and upcoming gaps in provider coverage (ex. no intake specialist, triage physician, walk-in counsellors); notify relevant managers, recommend solutions to resolve gaps
- Provide direction to Client Service Representatives when appointments need to be cancelled or rescheduled (ex. clinic closure, long-term provider absence, case loads dispersed); support Client Service Representatives in communicating alternate arrangements to affected clients/patients
- Monitor use of appointments for optimum capacity; provide feedback to the directors of Health and/or Counselling Services; make recommendations for optimization

Human Resources Administration and Leadership
- Recruit, hire and performance manage contract and permanent staff based on immediate needs and long-term planning
- Maintain a professional and respectful workplace for all individuals, resolving conflicts utilizing a coaching and mentoring approach
- Foster a constructive, collaborative team by nurturing and modelling respectful working relationships
- Support and encourage staff members in their professional growth; collaborate with direct reports to create plans which nurture ongoing learning in addition to mandatory Campus Wellness training
- Develop and ensure maintenance of electronic procedures and protocol documentation
- Ensure Client Service Representatives are fluent in their location-specific duties by setting and monitoring client service and administrative standards for accuracy and consistency
- Oversee staff members’ training for their primary Campus Wellness venue, cross-train to a secondary location where appropriate
- Ensure relevant privacy protocols and legislation are adhered to; ensure privacy/confidentiality of patient/client information and referral through variety of systems, processes, and positions
- Ensure that Client Service Representatives escalate complex queries appropriately (ex. risk of harm to self or others); provide second-tier triage and consult with clinical staff as required
- Monitor safety requirements to maintain clinic operations and ensure direct reports are up to date on safety training applicable to their role

Collaboration
- Proactively establish, nurture and maintain positive working relationships within Campus Wellness, across campus, and in the community
- Develop and implement cross-functional workfl