Service Assistant

University of Guelph • Guelph, ON

1d • Onsite

About The Position

Reporting to the Operations Supervisor, this position supports the integrated front desk of Student Wellness Services. The incumbent is the first point of contact for students, staff, faculty, parents, off-campus healthcare providers, colleagues at other educational institutions, and the general public regarding the services offered by the department which include Health Services, Counselling Services, Student Accessibility Services and the Health and Performance Centre.

As the central hub of daily operations, the Service Assistants:

Respond to inquiries and assist students who are seeking services across the department of Student Wellness Services;
Receive clients who wish to be seen for Drop-in Clinic/Same-day services in Health Services and Counselling Services;
Schedule appointments, direct calls and answer questions for Student Accessibility Services (SAS), Counselling Services and Health Services;
Management of the Collaborative Health Record (Input Health and AIM) as well as scheduling system for SAS including student portals and incoming documents, schedules of physicians, nurses, counsellors, advisors and student wellness navigators;
Facilitate access to groups and other services that require a referral;
Manage a large volume of information that supports the functioning of more than 60 professionals spanning multiple disciplines.
Assist with tasks across each unit, including but not limited to intake support (SAS), health information management, external referrals, receiving payments and responding to billing inquiries.

When students present themselves to the front desk, they may be confused, distressed or mistrusting of mental health and disability-related services. Many of our clients experience stigma, situational distress, financial insecurity and many have met barriers to health care and support requiring the Service Assistants to always interact with an open mind and without judgement. Through this approach, the Service Assistant will listen compassionately, discern which services are needed, and accurately convey complex information to the appropriate resource.

The ability to multi-task and prioritize, deal with numerous interruptions, accurately track detailed information, and work in a fast-paced environment is imperative to the effective operation of this area. In addition, the procedures used by the front desk change from week to week/day to day as the pressures experienced by students change over the course of the University’s 12-week semester.

Finally, the Service Assistants ensure that routine clerical support is maintained at a high standard, including opening and closing the office area, answering phones and email, filing, distribution of mail, electronic data management, billing and receiving payments, etc.

Requirements

• One (1) year Community College (Health Office Administration Certificate), or equivalent along with six (6) months experience in a health profession setting. A combination of relevant education and experience may be considered.
• Knowledge and direct experience working with electronic medical billing and scheduling systems
• Excellent interpersonal and communication skills, including experience working with people dealing with a range of health-related issues, including mental health
• Ability to set priorities and organize time effectively
• Excellent skills with computer software including technical problem-solving when required
• Ability to work collaboratively within a multidisciplinary, student-centered health care setting
• Demonstrated commitment to providing accessible, inclusive, and compassionate customer service
• Strong understanding of privacy and confidentiality responsibilities, including a working knowledge of the Personal Health Information Protection Act (PHIPA)

Responsibilities

• Respond to inquiries and assist students who are seeking services across the department of Student Wellness Services
• Receive clients who wish to be seen for Drop-in Clinic/Same-day services in Health Services and Counselling Services
• Schedule appointments, direct calls and answer questions for Student Accessibility Services (SAS), Counselling Services and Health Services
• Management of the Collaborative Health Record (Input Health and AIM) as well as scheduling system for SAS including student portals and incoming documents, schedules of physicians, nurses, counsellors, advisors and student wellness navigators
• Facilitate access to groups and other services that require a referral
• Manage a large volume of information that supports the functioning of more than 60 professionals spanning multiple disciplines
• Assist with tasks across each unit, including but not limited to intake support (SAS), health information management, external referrals, receiving payments and responding to billing inquiries
• Interact with an open mind and without judgement, listen compassionately, discern which services are needed, and accurately convey complex information to the appropriate resource
• Ensure that routine clerical support is maintained at a high standard, including opening and closing the office area, answering phones and email, filing, distribution of mail, electronic data management, billing and receiving payments

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree