Manager, Integrated Clinical Operations

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Posting Information:This posting is for an existing vacancy.

The internal posting deadline for this position is October 29, 2026 at 11:59PM..

Job Description:

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. 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.

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 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.

Scheduling & Resource Optimization

• Oversee the schedule creation of client service representatives, ensuring fair shift distribution, alignment with clinic hours, and compliance with employment standards and internal policies.

• Manages consistent and equitable client service representative coverage across all Campus Wellness locations by developing and adjusting schedules based on operational needs, including client volume, staff absences, and emergencies.

• Directs the input and optimization of provider schedules within the system, including configuring appointment types, booking preferences, and availability to ensure efficient, client-centered scheduling.

• Proactively identifies and communicates gaps in provider coverage (e.g., intake specialists, triage specialists) to relevant managers and staff, providing data-driven recommendations to minimize disruptions.

• Provides direction to client service representatives on rescheduling or canceling appointments due to clinic closures, absences, or other disruptions, and confirms affected clients are informed of alternate arrangements.

• Monitors appointment utilization trends to assess scheduling efficiency and service capacity, providing feedback and recommendations to the Associate Directors and Directors to improve access and reduce waiting times.

People Leadership & Supervision

• Leads the recruitment, onboarding, coaching and performance management of client service representative staff, aligning efforts with immediate operational needs and long-term workforce planning.

• Establishes role clarity, accountability, and standard expectations of client service representatives to support consistent performance and client service delivery.

• Fosters a respectful, inclusive, and psychologically safe workplace by modeling professional conduct, addressing conflicts through coaching and mentoring, and promoting collaboration and mutual respect.

• Manages staff performance through a balanced approach, combining formal evaluations, informal feedback, one-on-one coaching, and developmental conversations.

• Offers opportunities for professional development for team members, supporting continuous learning and career progression.

• Champions professional growth by co-creating individualized performance goals, identifying learning opportunities, and guiding employees in building clear, achievable career pathways.

• Ensures staff are equipped with the necessary tools, context, and information to perform their roles effectively, promoting autonomy, accountability, and confidence in decision-making.

• Accountable for cross-training of client service representatives to guarantee operational flexibility and continuity of service.

• Ensures client service representative compliance with privacy legislation (e.g., PHIPA, FIPPA) and confidentiality protocols, safeguarding client information across all systems and processes.

• Trains and empowers client service representatives in identifying and escalating complex or high-risk client interactions, including those involving potential harm, while providing second-tier triage support and consulting with clinical staff as needed.

• Enforces safety protocols to maintain a secure clinical environment, ensuring staff are current with required safety training and understand their responsibilities in maintaining a safe workplace.

Administrative Accounting Oversight

• Oversee client payments for a range of healthcare related services (ex. forms and documents, verification of condition forms, pre-payment for services, non-insured immunizations, etc.), via variety of payment methods (ex. cash, credit, point of-sale terminals etc.); adhering to financial protocols and ensuring electronic and hard copy documentation accurately reflects services rendered and incoming payments.

• Accountable for ensuring all financial transactions are accurate, reviewed for errors, and balanced at end of day.

• Oversee client service representatives to ensure detailed and consistent documentation in EHR regarding changes in payment status, insurance, and decisions related to payment arrangements; make recommendations for improvement.

• Manages the liaising between community in-patient care (GRH) and Campus Wellness clinical staff members (e.g. Associate Director, Clinical Case Manager, Mental Health Nurse) to ensure proper student insurance coverage or other methods for payment.

• Oversee physician’s renumeration systems, including fee-for-service billings and direct payments to physicians from clients.

• Process and maintain all WSIB claims seen by Campus Wellness providers; collaborate with the Health and Safety Office.

Collaboration & Strategic Partnerships

• Builds and maintains strong, collaborative relationships within Campus Wellness, across university departments, and with community partners to ensure coordinated, student-centered service delivery.

• Effectively communicates changes brought forward from Associate Directors to relevant team members in a timely and clear manner.

• Contributes to Campus Wellness committees and initiatives by providing administrative leadership and operational insight that support continuous improvement and service excellence.

• Provides leadership in planning and executing new Campus Wellness initiatives, ensuring timely completion, effective resource use, and alignment with departmental priorities.

• Works with clinical staff to refine protocols for crisis response, ensuring administrative processes enable timely, coordinated, and compassionate support for students in distress.

• Manages escalated concerns or complaints from faculty, clients, parents, and community members, resolving issues with professionalism, discretion, and a focus on service recovery.

• Represents Campus Wellness as a knowledgeable and approachable liaison to the broader community, providing accurate, empathetic, and solutions-oriented support

Evaluation & Continuous Improvement

• Leads the ongoing evaluation and improvement of systems and processes that impact client service, implementing enhancements that increase service quality, responsiveness, and operational efficiency.

• Provides high-level oversight in the design, execution, and analysis of client feedback initiatives, integrating stakeholder insights into service planning and quality improvement efforts.

• Presents data-driven analysis and reports on processes, workflows, and service metrics to inform evidence-based decision-making and resource allocation.

• Serves as a change leader, guiding staff through organizational transitions, fostering adaptability, and supporting the successful adoption of new initiatives, technologies, and service models.

Required Qualifications

Education

• University or College degree in Health Administration, Medical Administration, Business Administration, or a related field; equivalent combination of education and relevant management experience will also be considered.

Experience

• 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 at comparable and higher levels of responsibility.

• Experience working with individuals from diverse accessibility, socioeconomic, and cultural backgrounds.

• Experience managing staff and operational workflows while ensuring compliance with privacy/confidentiality legislation and institutional policies (e.g. PHIPA, FIPPA, professional regulatory requirements).

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, with the ability to resolve highly sensitive or confidential matters effectively.

• Demonstrated collaboration, delegation, and leadership skills, with the flexibility to adapt leadership approach to different situations (e.g., collaborative, directive, supportive).

• Extensive knowledge of Electronic Health Record (EHR) systems (Accuro preferred), MS Office suite, and SharePoint.

• Ability to manage multiple priorities and competing demands while maintaining accuracy, discretion, and service quality.

• Excellent oral and written communication skills, with professionalism, discretion, and the ability to effectively engage and influence stakeholders at all levels.

• Knowledge of employment policies, supervisory best practices, and client service standards within a healthcare or wellness setting.

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 land granted to the Six Nations that includes six miles on each side of the Grand River. 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+.
Positions are open to qualified candidates who are legally entitled to work in Canada.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at [email protected] or 519-888-4567, ext. 45935.