At the University of Waterloo, we create and promote a culture where everyone can reach their full potential. As an employee, you get support & opportunities that empower you to advance your career. The University is a welcoming workplace for those of all abilities, interests, and expertise.

Time Type: Full time Customer Service Employment Type: Permanent Department: Campus Wellness - Customer Service Posting Information: This posting is for an existing vacancy. The internal posting deadline for this position is July 23, 2026 at 11:59PM 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 workplace 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.

Client Support

Act as a first point of contact for clients accessing Campus Wellness services, supporting a safe and welcoming environment. 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, programmes 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. 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
- 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
- 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
- Access non-clinical databases to support clinic functions (e.g. Quest, SharePoint, UW Portal). Adhere to Campus Wellness’ administrative and operational processes related to privacy, confidentiality, and health information management; involve multiple clinicians/departments, electronic and archived records stored off-site), assisting clinicians in completing responses where necessary; and redacting unrelated material as necessary
- Accounts Receivable Accurately document and upload verification of illness forms to the University of Waterloo portal; assist 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 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. 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.



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

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 Two years of receptionist/customer service work experience in healthcare facility (preferably post-secondary setting) Extensive experience with an electronic health records system is essential

- In-depth understanding of various insurance companies, their policies, and their software platforms Exceptional client service orientation, professionalism and assertiveness 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 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+. The University of Waterloo is committed to accessibility for persons with disabilities. At the University of Waterloo, we think differently, we act with purpose, and we work together. We advance learning and knowledge through teaching, research, and scholarship, nationally and internationally, in an environment of free expression and enquiry. We are a leading global research-intensive university, renowned for entrepreneurship and innovation, providing co-op and work-integrated learning at scale with impact.

📌 Remote Spanish Speaking Customer Support Representative (Ontario)
🏢 University of Waterloo
📍 Ontario