Manager, Integrated Clinical Operations

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Primary Purpose

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.

Key Accountabilities

• Strategic & Operational Leadership
  • 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.
  • Develops and implements standard operating procedures for client services that ensure an inclusive and welcoming experience.
  • Ensures procedures, protocols and workflows are electronically documented, maintained and adhered to by the client service representatives.
  • Collaborates with other Campus Wellness managers to improve coordination and collaboration across units.
  • Partners with Associate Directors of Health Services and Counselling Services to offer strategic input and administrative leadership.
  • Ensures communication updates are shared with the University of Waterloo communications team.
  • Oversee the end-to-end workflow of client service representatives with the Electronic Health Records (EHR) system.
  • Leads the implementation and optimization of clinical and administrative software systems.
  • Acts as the primary point of contact for technical support issues.
• Scheduling & Resource Optimization
  • Oversee the schedule creation of client service representatives.
  • Manages consistent and equitable client service representative coverage across all Campus Wellness locations.
  • Directs the input and optimization of provider schedules within the system.
  • Proactively identifies and communicates gaps in provider coverage.
  • Provides direction to client service representatives on rescheduling or canceling appointments.
  • Monitors appointment utilization trends to assess scheduling efficiency.
• People Leadership & Supervision
  • Leads the recruitment, onboarding, coaching and performance management of client service representative staff.
  • Establishes role clarity, accountability, and standard expectations of client service representatives.
  • Fosters a respectful, inclusive, and psychologically safe workplace.
  • Manages staff performance through a balanced approach.
  • Offers opportunities for professional development for team members.
  • Champions professional growth by co-creating individualized performance goals.
  • Ensures staff are equipped with the necessary tools, context, and information.
  • Accountable for cross-training of client service representatives.
  • Ensures client service representative compliance with privacy legislation.
  • Trains and empowers client service representatives in identifying and escalating complex client interactions.
  • Enforces safety protocols to maintain a secure clinical environment.
• Administrative Accounting Oversight
  • Oversee client payments for a range of healthcare related services.
  • Accountable for ensuring all financial transactions are accurate.
  • Oversee client service representatives to ensure detailed documentation in EHR.
  • Manages the liaising between community in-patient care and Campus Wellness clinical staff members.
  • Oversee physician’s renumeration systems.
  • Process and maintain all WSIB claims seen by Campus Wellness providers.
• Collaboration & Strategic Partnerships
  • Builds and maintains strong, collaborative relationships within Campus Wellness.
  • Effectively communicates changes brought forward from Associate Directors.
  • Contributes to Campus Wellness committees and initiatives.
  • Provides leadership in planning and executing new Campus Wellness initiatives.
  • Works with clinical staff to refine protocols for crisis response.
  • Manages escalated concerns or complaints from faculty, clients, parents, and community members.
  • Represents Campus Wellness as a knowledgeable and approachable liaison.
• Evaluation & Continuous Improvement
  • Leads the ongoing evaluation and improvement of systems and processes.
  • Provides high-level oversight in the design, execution, and analysis of client feedback initiatives.
  • Presents data-driven analysis and reports on processes, workflows, and service metrics.
  • Serves as a change leader, guiding staff through organizational transitions.

Required Qualifications

• University or College degree in Health Administration, Medical Administration, Business Administration, or a related field.
• At least five years of recent supervisory or management experience in a client service context.
• Experience working in mental health and physical health care setting.
• Demonstrated experience collaborating with other administrators.
• Experience managing staff and operational workflows while ensuring compliance with privacy/confidentiality legislation.

Knowledge/Skills/Abilities

• Proven ability to lead, motivate, and support teams in a multi-disciplinary, client-focused environment.
• Strong decision-making, problem-solving, and judgment skills.
• Demonstrated collaboration, delegation, and leadership skills.
• Extensive knowledge of Electronic Health Record (EHR) systems, MS Office suite, and SharePoint.
• Ability to manage multiple priorities and competing demands.
• Excellent oral and written communication skills.
• Knowledge of employment policies, supervisory best practices, and client service standards.

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 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.