Client Service Representative

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Term: 6 months

This position is an external contract.

Job Description:

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;

• Monitor incoming emails to ensure prompt replies and accurate information sharing; coordinating with team members to address time sensitive and complex inquires;

• 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 release of information requests, including production orders, requests involving multiple clinicians.

• Compile health information for release of information requests, including complex requests (ex. involve multiple clinicians/departments, electronic and archived records stored off-site), assisting clinicians in completing responses where necessary; and redacting unrelated material as necessary;

• Compile required reporting for annual IPC reports

Accounts Receivable

• Ensure all financial transactions are accurate and reviewed for errors

• Receive and document incoming client payments in EHR for a range of healthcare related services (ex. forms and documents, verification of illness forms, pre-payment for services, non-insured immunizations, etc.), via variety of payment methods (ex. cash, credit, point of-sale terminals etc.); adhering to financial protocols and ensuring electronic and hard copy documentation accurately reflects services rendered and incoming payments;

• Accurately document and upload verification of illness forms to the University of Waterloo portal;

• Ensure detailed, consistent documentation in EHR regarding changes in payment status

• Verify insurance coverage; assist with patient inquiries related to fee for service appointments, billing or insurance claims;

• Balance and reconcile all daily transactions and perform end-of-shift reconciliations, adhering to financial best practices and procedures

• Manage change fund;

• Act as the primary point of contact for complex cases when students require care within University of Waterloo and/or in-patient care (GRH), collaborating with Campus Wellness clinical staff members (ex. Associate Director of Clinical Services, Clinical Case Manager, Mental Health Nurse) to ensure proper coverage is available or seeking other methods for payment;

Schedule Coordination and Referrals

• Distribute clinician schedule requests, collect and clarify information, and input schedule templates into Accuro each term;

• Monitor preferences and restraints on clinician schedules; review implemented schedule changes for accuracy;

• Coordinate multiple schedules to accommodate meetings; add Senior Management Team meetings into Accuro;

• Support short-notice staff absences by updating schedules, addressing scheduling implications, and communicating changes to affected parties

• Work closely with the Campus Wellness Administrative Assistant to assure continuity in Senior Management Team schedules, meeting times, and locations.

• Process requests and referrals for external assessments, diagnostic testing and specialist appointments, collecting and sending required documentation;

• 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);

• Coordinate all aspects of external referrals from clinicians for client/patient care for diagnostic/medical testing

• Maintain accurate and up-to-date client records, including documentation of referrals and dispositions

• Research external service providers to expand access to specialists;

• Maintain an accurate and up-to-date address book of external service providers;

• Provide external referrals support for multi-disciplinary team of clinicians.

• Monitor outgoing faxes for referrals and specialized care providers, ensuring that any failed or undeliverable faxes are promptly reviewed and resent to the correct recipient.

Collaboration and Relationship Management

• Foster a positive and supportive work environment by collaborating with colleagues in Campus Wellness

• Engage with various departments and partners across campus to provide comprehensive support and resources for students requiring additional supports; Collaborate with the Client Service Manager to support Campus Wellness programs and initiatives, fostering a healthy and engaged workplace.

Required Qualifications

Education

• College diploma or University degree in Health administration, Medical terminology or related field preferred

• Equivalent combination of education and/or experience will be considered

Experience

• Two years of receptionist/customer service work experience in healthcare facility (preferably post-secondary setting)

• Experience working in both mental health and physical health care settings preferred, with the proven ability to deal with highly confidential and sensitive information;

• Experience working with individuals who have a variety of accessibility needs, socioeconomic backgrounds, and cultural backgrounds

• Experience working within PHIPA and FIPPA guidelines preferred

Knowledge/Skills/Abilities

• Extensive experience with an electronic health records system is essential; experience with Accuro preferred

• Extensive knowledge of Ministry of Health codes and restriction rules

• In-depth understanding of various insurance companies, their policies, and their software platforms

• Exceptional client service orientation, professionalism and assertiveness

• Demonstrated commitment to teamwork, attention to detail, flexibility, and accuracy

• Ability to respond to competing demands in a fast-paced environment

• Working knowledge of MS Word, Excel, PowerPoint

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg, and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.