Job Description

Please submit your application through the following link to be considered: https://brocku.wd3.myworkdayjobs.com/brocku_careers/job/St-Catharines-Main-Campus/Client-Services-Coordinator--Brock-Sport-Medicine-Clinic_JR-1022309

Please note: This is a part-time (30 hours per week), ongoing seasonal position that will run from September to April. Evening availability may be required.

About the Role:

Reporting to the Associate Director, Sports Performance, the Client Services Coordinator welcomes and greets clients and callers, gathers relevant information, and provides guidance in a customer-centered, empathetic, knowledgeable, and courteous manner. Serving as the initial point of contact for individuals accessing Brock Sport Medicine Clinic services, the incumbent assesses client needs and directs them to the appropriate services, ensuring a helpful and timely experience.

The Client Services Coordinator will:

In a professional manner, interact, welcome and direct clients considering their perspective and needs, acting in a liaison contact with Brock Sport Medicine Clinic services colleagues, ensuring students get connected to the right professional; Provide helpful and supportive information about Brock Sport Medicine Clinic services to clients, staff, faculty and community members; Record and document details of interactions with clients (referrals to external & campus partners); Triage inquiries or refer them to the correct professional within the Brock Sport Medicine Clinic keeping in mind client centered services; Track, monitor and report in a verbal or written report format, client service issues and concerns to their supervisor and outline suggested practices and policy; Maintain awareness and apply the mission and vision of the broader environment in which the department operates, including the University, community resources and current demographics; Provide, coordinate and act as a focal point of support to the Brock Sport Medicine Clinic team including providing accurate information to all contacts and monitoring schedules for conflicts (staff absences) and bringing to the attention to those affected ensuring there is no interruption of services to students; Maintain the front desk service procedure manual and communicate any details for clients wishing to dispute their missed appointment fee to the Manager; Handle and trouble shoot client needs for same day services with the supervisor while ensuring service flow for those with booked appointments; Submit computer access requests, security codes, key transfers, office logistics setup and setting up appointments; Develop, maintain and support filing system for Brock Sport Medicine Clinic services in keeping with PHIPA and FIPPA; Arrange and attend meetings pertaining to client services, book rooms and equipment, take notes, prepare formatted minutes in a timely fashion for the managers' approval and circulate minutes to appropriate parties after meetings; Follow policies and procedures for dealing with confidential information respecting student privacy and yet ensuring that the right service is provided.

Key Skills and Experience:

Social Services/Clinic/or Medical office Worker Diploma; Demonstrated front line experience in a service role in a related field (e.g., health sciences, social work); Knowledge of wellness and accessibility issues; Knowledge and sensitivity to a range of medical issues and legal requirements for the provision of disability services; Knowledge of characteristics of specific health and social concerns and disabilities particularly within the post-secondary context; Solid computer competency including word processing, spreadsheet, database and web-based applications; Strong document management, attention to detail, accuracy, and administrative skills; Ability to operate efficiently and effectively in a fast-paced environment, switching constantly from task to task; Ability to work independently to problem-solve customer requests; Ability to de-escalate situations using empathetic listening and motivational interviewing skills; Capacity to handle unexpected and potentially emergency/crisis situations in consultation with student life personnel; Ability to conceptualize new ideas to help streamline procedures to ensure efficiencies; Capacity to handle unexpected and potentially emergency/crisis situations in consultation with student life personnel.

Salary and Total Rewards:

Job Grade I, Salary Scale ($52,093-$84,476); Target Hiring Salary: $52,093 pro rated to reflect the seasonal duration; This is a part-time seasonal position that includes:

Health & Dental Benefits:

Comprehensive extended health, dental, and vision coverage.

Pension Plan:

Enrollment eligibility in the Brock University Pension Plan.

Vacation:

Up to 3 weeks per year, in addition to university holidays.

Professional Development:

Eligibility for the Brock Tuition Waiver Program.
The final salary is based on experience, internal equity, and budget considerations within the target hiring range.*

Job Type: Seasonal
Contract length: 8 months

Pay: $52,093.00-$84,476.00 per year

Work Location: In person