Intermediate Administrator, Student Health and Wellness Services

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The Student Wellness sector at the University of Ottawa is an integral part of a stepped-care approach with a mission to promotion prevention provide health care and increase health literacy for optimal student wellness and academic success. Through collaborative efforts we design and offer innovative programs initiatives and services tailored to address the diverse needs of our student population. From awareness campaigns to specialized wellness services we aim to empower students to make informed choices about their health and wellness.

Position Purpose:

Reporting to the Operations Supervisor the Wellness Assistant (WA) provides comprehensive medical reception and administrative and reception support across multiple clinical and non-clinical wellness services within the Student Wellness sector including the Student Health and Wellness Centre mental health services case management academic accommodations health promotion and medical services.

As the first point of contact for students the WA provides an accessible welcoming and efficient experience. This position contributes directly to student safety service quality and the effective operation of a high-volume clinical environment. The role requires sound judgment discretion and a high degree of coordination to support interdisciplinary clinical teams ensure continuity of care protect personal health information and respond appropriately to students

Responsibilities:

• Reception Non-clinical Triage Support: Serve as the primary point of contact for students in person by telephone and through digital platforms. Assess student needs at first contact and determine the most appropriate service pathway within established administrative safety and service guidelines. Exercise judgment to identify urgency indicators and service complexity and facilitate timely access to appropriate supports. Identify and respond to students experiencing distress or medical or mental health emergencies and connect them with appropriate internal or external resources in accordance with defined escalation protocols. Register students for appointments verifying eligibility for services across multiple electronic systems and update electronic records at check-in. Respond to general inquiries and provide accurate information regarding services and programming processes and next steps.

• Booking Scheduling and billing coordination : Schedule modify and rebook appointments for a range of health and wellness services balancing student needs provider availability and service priorities. Supports clinicians and practitioners with time-sensitive administrative requests to ensure continuity of care. Collect and verify private insurance information. Generate invoices for insured and uninsured services and process payments using point-of-sale systems. Submit claims for direct billing through insurance portals and liaise with insurance providers to resolve billing issues. Reconcile payments and support accurate financial reporting.

• Medical Records Administration Maintain accurate and complete patient records in accordance with PHIPPA university policies and applicable legislation. Ensure confidentiality and secure handling of personal health information at all times. Receive process and appropriately route medical documentation including referrals lab results and test reports ensuring accurate entry into the electronic medical record (EMR). Flag urgent or sensitive information and ensure timely follow-up by the appropriate provider Support audits and reporting requirements by maintaining well-organized and reliable documentation.

• Communication Safety and Conflict Management: Manage complex or challenging interactions using de-escalation techniques and professional judgment. Respond appropriately to safety concerns and coordinate with university Protection Services emergency services or clinical staff as required. Maintain composure empathy and professionalism in emotionally charged situations. Open and close service locations ensuring adherence to safety security and operational protocols at each location.

• Documentation and process improvement: Draft and update internal procedures job aids and administrative documentation related to front-end operations to ensure consistency risk mitigation and compliance. Prepare administrative financial and activity reports. Identify operational gaps and recommend improvements to workflows service delivery and client experience as part of the roles ongoing responsibilities. Support the onboarding training and informal coaching of new staff and student employees to ensure safe and effective front-line service delivery.

What You Will Bring:

• Postsecondary education in medical reception health administration or a related field or an equivalent combination of education and relevant work experience.

• Minimum three (3) years of experience in a medical reception health services or comparable high-volume client service environment.

• Bilingualism (English and French oral and written).

• Demonstrated experience providing front-line customer service in a complex service environment.

• Proven ability to handle exchange and safeguard highly confidential information.

• Experience using electronic medical record (EMR) systems and client or case management databases.

• Strong interpersonal communication and organizational skills.

• Sound judgment reliability and attention to detail.

• Ability to manage competing priorities and perform effectively under pressure.

• Proficiency with standard office software and systems including financial and scheduling tools.

• Demonstrated problem-solving skills and ability to work independently with minimal supervision.

• Flexibility to work evenings and weekends as required by operational needs and to work across multiple campus locations including occasional assignments at Lees and RGN campuses.

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect teamwork and inclusion where collaboration innovation and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply we welcome applications from qualified Indigenous persons racialized persons persons with disabilities women and LGBTQIA2S persons. The University is committed to creating and maintaining an accessible barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1 2022 the University required all students faculty staff and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 Covid-19 Vaccination. This policy was suspended effective May 1 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.