Intermediate Administrator, Student Health and Wellness Services

University of Ottawa•Ottawa, ON

1d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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 role’s ongoing responsibilities.
Support the onboarding, training, and informal coaching of new staff and student employees to ensure safe and effective front-line service delivery.