Client Service Manager

Overview

Term: 2 years

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 functional leadership and expertise - act as a key resource and subject matter expert when implementing new software or changes to existing software (ex. testing, mapping, work-flow creation, training, roll-out, ongoing troubleshooting) 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, 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 workflows in collaboration with other areas of the department to create/revise guidelines and support implementation Participate in Campus Wellness ongoing committees, initiatives, and working groups Collaborate closely with Admin Management colleagues to ensure seamless client service Provide leadership, collaboration, and support for ongoing and special administrative projects and tasks Consult with clinical staff to respond to queries and situations regarding on-campus support for crises Receive and resolve escalated complaints / concerns from various off campus sources (ex. clients, parents) Act as a point of contact for community members, responding to a wide range of queries

Evaluation and Strategic Planning

Evaluate systems and structures directly related to client service, developing and implementing procedural changes and processes as necessary; providing leadership for change management processes associated with changes Evaluate processes and structures directly related to administrative systems, tools, and equipment on a regular basis; implement new practices which improve efficiency and service levels Proactively ensure all resources and tools required by direct reports are available; ensuring adherence to privacy legislation (ex. computers, software, workflow, Support Campus Wellness’ development and application of initiatives to solicit client feedback on services and experiences Assist with Health Services and Counselling Services operations management by participating in Leadership Team meetings regarding day-to-day operations and long-term planning, including operational decision-making and implementation Collaborate with Campus Wellness leadership implementing strategic planning exercises, including providing analysis of internal processes to leadership and other stakeholders to support strategic decision making

Qualifications

Post-secondary education and/or equivalent education in related administrative field, or equivalent experience At least two years’ experience in HR management in client service context, health care setting preferred Experience working in close collaboration with other administrators at comparable and higher levels of responsibility Experience working in both mental health and physical health care settings preferred Experience working with individuals who have a variety of accessibility needs, socioeconomic and cultural backgrounds Experience working within multiple privacy/confidentiality guidelines, requirements and directives from a range of sources (ex. legislation, UWaterloo guidelines, professional regulatory bodies’ requirements) Interpersonal: Proven ability to support and motivate others. Ability to respond to and resolve highly sensitive matters pertaining to Campus Wellness services, functions, and profile on campus, with the proven ability to deal with highly confidential and sensitive information Demonstrate superior collaboration and mutual delegation skills. Demonstrate and model exceptional client service to all stakeholders Problem solving: Ability to engage others to collaboratively solve a wide range of client service problems, with a wide range of leadership approaches (ex. collaboration, directive, delegation); solutions may include training protocols regarding process or systems changes. Problems are often complex and require balancing competing priorities and competing needs of stakeholders. Ability to balance deadlines and responsibilities while accommodating interruptions to deal with a wide range of questions and issues as they arise Technical: Extensive knowledge of an electronic health records system (Accuro preferred); extensive knowledge of MS Office Products, working knowledge of SharePoint Administrative: Multi-tasking and problem management skills are essential, as is the ability to assess, analyze and resolve issues. Ability to provide leadership for staff working in various Campus Wellness contexts and venues, different assignments with varying working schedules. Ability to work independently and collaboratively as part of a team Communication: Ability to communicate with tact, judgement and diplomacy, both orally and in written format, at all levels of the organization is essential Management: Ability to adhere to relevant UW policies relating to staff employment and supervision required

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