Client Service Representative

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**Job Requisition ID**:
2025-00999

**Time Type**:
Full time

**Employee Group**:
Staff

**Job Category**:
Customer Service

**Employment Type**:
Temporary

**Department**:
Campus Wellness - Customer Service

**Hiring Range**:
$50,006.31 - $62,507.89

**Posting Information**:
Term: 6 months

This position is an external contract.

**Primary Purpose**

As the first point of contact for those seeking information and services in all Campus Wellness locations, the Client Service Representative (CSR) is expected to help create and maintain a positive student-centered environment with exceptional client care and service. This role is responsible for a wide variety of administrative tasks, ensuring quality client care and supporting efficient operation of Campus Wellness services.

CSRs support all areas of Campus Wellness (Health Services, Specialized Care, Counselling Services and Health Promotion) with effective, efficient, collaborative, and client-focused administrative service. There is frequent contact with a variety of health care professionals including physicians, nurses, counsellors, psychologists, psychiatrists, and interns/residents.

**Key Accountabilities**

**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 Senior Client Service Representative to resolve complex situations, escalating as necessary.

- Assist with immediate support for students in emotional or psychological distress, offering appropriate guidance and assistance while facilitating a smooth transition to clinical care.

- Support in-person and virtual client appointments through booking, cancelling, and rescheduling;

- Collect and maintain accurate and up-to-date patient records in the Electronic Health Record (EHR) system including medical registration forms, scanning and indexing 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;

- Determine eligibility for services utilizing the University of Waterloo’s student information system (Quest)

- Support the assignment of clients to providers by appropriately screening for multiple factors (e.g. urgency, availability and client/clinician preferences).

**Administrative Support**

- Assist in daily workflow of Campus Wellness through general administrative support for staff (ex. coordination, distribution and receipt of necessary documentation and information, sharing of resources, etc.);

- Independently navigate a high volume of competing requests and multiple interruptions;

- Coordinate and streamline appointment scheduling for a team of 60+ healthcare providers;

- 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;

- Support Psychiatrists and Case Managers in coordinating and communicating with off-campus partners, such as hospitals and pharmacies;

- Maintain accurate and up-to-date client lists within the EHR to facilitate access to counselling, psychological assessments, and psychiatry services, including waitlist management;

- Generate daily reports to ensure accuracy in booking processes and insurance validation;

- 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;
**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).

**Release of Information Request Coordination**

- Adhere to Campus Wellness’ administrative and operational processes related to privacy, confidentiality, and health information management;

- Coordinate incoming releas