Client Services Supervisor

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Student Wellness Hub

The Student Wellness Hub provides a range of health services to McGill students with a focus on awareness, prevention, and early intervention. The Student Wellness Hub has a variety of clinicians that provide one-on-one appointments, therapy groups and other services. Within the Student Wellness Hub, the Healthy Living Annex focuses on health promotion and offers peer support programs for both the Macdonald and downtown campuses. 

Position Summary:

Responsible for the day-to-day administration of client services for the Student Wellness Hub. Trains and on-boards clerical staff.  Coaches, mentors and delegates work to the team.  Ensures that existing administrative procedures, policies and processes are followed. Implements administrative systems in support of the Hub’s operations to ensure that administrative services meet University standards. Makes recommendations to improve communication with students, faculty and staff. Responds to parent, academic staff and advisor enquiries. Prepares reports and/or presentations.
Primary Responsibilities:

• Responsible for the day-to-day administration of the client services portion of the Student Wellness Hub, including training, mentoring, coaching and delegating work to clerical staff.
• Troubleshoots client services schedule, which includes work location.
• Responsible for responding to parent enquiries, frequently of a sensitive, confidential and complex nature; suggests possible solutions and facilitates appropriate referrals (e.g., lost allergy medication, renewal of cross border prescriptions etc.).
• In conjunction with the Client Services Manager, responsible for the development and implementation of administrative policies and procedures to enhance the efficiency of the Hub.
• Ensures all policies in regards to confidentiality are respected.
• Acts as resource person on University policies as well as service policies and procedures.
• Represents the Hub at appropriate internal and external meetings and/or events (e.g., Health and Safety, Open House, Parent Information Sessions), to promote the Student Wellness Hub. Develops presentations, as required.
• Implements new procedures.
• Liaises with other universities, hospitals, department of public health and/or other clinics, as required.
• In conjunction with the Peer support manager, leads weekly team meetings, helps with onboarding of the Hub Peer Supporter team and oversees the sub team of peer supporters who fill the greeter positions.
• In conjunction with the Scheduling Administrator, manages relevant scheduling and appointment openings to ensure that they meet the needs of the Hub. Reports under-used categories, informs of more urgent needs, and assists in planning future openings.
•  In conjunction with Hub clinicians and management team arranges necessary steps for urgent safety appointments, hospital transfers, and rescheduling students
• Meet with students, parents and McGill staff through scheduled and impromptu meetings regarding the services of the Hub

Other Qualifying Skills and/or Abilities

• Experience in a supervisory role and knowledge of University policies and procedures.
• Strong knowledge of medical terminology. Strong understanding of various medical insurances (BX, OOP, RAMQ)
• Must be self-directed and able to work autonomously and as part of a team in a dynamic and deadline-oriented environment.
• Demonstrated skills in implementing process improvements. 
• Must be approachable and composed under pressure. 
• Proven verbal and written communication skills including the writing of reports and other publications.
• Attention to detail.
• Student-focused and service-oriented with a demonstrated ability to build constructive and effective relationships with all levels of staff, students and the public.
• Interpersonal skills with a proven ability to deal with confidential and/or sensitive situations with tact and diplomacy.
• Demonstrated ability to work in a Microsoft environment using Word, Excel, PowerPoint, Banner, Minerva, Medesync, Titanium, internet search engines and email.
• Demonstrated problem solving and organizational skills with a proven ability to administer multiple activities and projects
• Demonstrated skills in implementing process improvements. 
• Must be approachable and composed under pressure. 
• Proven verbal and written communication skills including the writing of reports and other publications.
• Strong attention to detail.
• Student-focused and service-oriented with a demonstrated ability to build constructive and effective relationships with all levels of staff, students and the public.
• Interpersonal skills with a proven ability to deal with confidential and/or sensitive situations with tact and diplomacy.
• Demonstrated ability to work in a Microsoft environment using Word, Excel, PowerPoint, Banner, Minerva, Medesync, Titanium, internet search engines and email.
• Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.

Minimum Education and Experience:

DEC III 3 Years Related Experience /

Annual Salary:

(MPEX Grade 03) $52,210.00 - $65,260.00 - $78,310.00

Hours per Week:

33.75 (Full time)

Supervisor:

Client Service Manager

Position End Date (If applicable):

Deadline to Apply:

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, accessibilityrequest.hr@mcgill.ca .