Manager, Integrated Clinical Operations
uwaterloo · Waterloo, Ontario, Canada
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Job Requisition ID:
2026-03316
Time Type:
Full time
Employee Group:
Staff
Job Category:
Operations
Employment Type:
Permanent
Department:
Campus Wellness - Clinical Services
Hiring Range:
$67,688.63 - $84,610.79
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 s