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. Explore how we can bring big ideas to life, together. The University is a welcoming workplace for those of all abilities, interests, and expertise. As part of our workforce, you can do what you do best, every day. Learn more about our recruitment process. Job Requisition ID: Time Type: Full time Employee Group: Staff Job Category: Customer Service Employment Type: Permanent Department: Campus Wellness - Customer Service Hiring Range: $51,306.48 - $64,133.10 Posting Information: This posting is for an existing vacancy. The internal posting deadline for this position is July 23, 2026 at 11:59PM There are 4 open positions. There is a qualified internal in the role. 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 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. 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, 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. 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 andstreamline 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 dailyreports 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 toclient 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 unrelatedmaterial 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-

📌 Client Service Representative (Alton)
🏢 Waterloo International
📍 Alton