Manager, Integrated Clinical Operations

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Hiring Range: $67,688.63 - $84,610.79

Time Type:
Full time

Employee Group:
Staff

Job Category:
Operations

Employment Type:

Permanent

Department:
Campus Wellness - Clinical Services

The Manager, Client Services and Operations, provides strategic oversight and day-to-day leadership of front-line client service operations. Reporting to the Campus Wellness Director and the University Medical Director, the Manager supports all units within Campus Wellness (Health Services, Specialized Care, Counselling Services and Health Promotion) to deliver effective, efficient, collaborative, and client-focused service. This includes supervising a team of Client Service Representatives (CSR’s) to optimize administrative workflows, communication and collaboration across various settings, and ensuring consistent adherence to privacy, accessibility, and service quality standards.

The Manager must maintain a thorough understanding of all front-line operations, systems, and processes, to ensure uninterrupted service delivery. They also serve as a key liaison between administrative and clinical teams, ensuring that client service operations are aligned with institutional priorities, regulatory requirements, and the evolving needs of the department.

• Leads and continually improves the operations of client services, ensuring efficient and professional execution of day-to-day administrative functions.
• Establishes clear expectations for client service standards that align with Campus Wellness’ mission and the University’s strategic goals of fostering a culture of excellence, equity and responsiveness.
• Develops and implements standard operating procedures for client services that ensure an inclusive and welcoming experience for all individuals seeking information or services, reflecting the values of student-centered care and accessibility.
• Ensures procedures, protocols and workflows are electronically documented, maintained and adhered to by the client service representatives to ensure consistency and accessibility across all Campus Wellness locations.
• Collaborates with other Campus Wellness managers to improve coordination and collaboration across units, ensuring clear communication and streamlined operations.
• Partners with Associate Directors of Health Services and Counselling Services to offer strategic input and administrative leadership on cross-functional initiatives and emerging priorities.
• Ensures communication updates are shared with University of Waterloo communications team, particularly when information needs to be disseminated to students (e.g. clinic closures etc.).
• Oversee the end-to-end workflow of client service representatives with the Electronic Health Records (EHR) system, ensuring accuracy, compliance, and efficiency.
• Leads the implementation and optimization of clinical and administrative software systems, including end-user testing, workflow mapping, training, and troubleshooting.
• Acts as the primary point of contact for technical support issues, coordinating with central IST teams to resolve system-related concerns, particularly with the EHR and integrated platforms.

• Oversee the schedule creation of client service representatives, ensuring fair shift…