Intermediate Administrator, Student Health and Wellness Services

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Posting Reason:

Replacement of a regular position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

N/A

Job Family:

Health and Wellness

# of Open Positions:

1

Faculty/Service - Department:

Student Affairs, Health and Wellness Centre, Reception

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2026/05/07

Applications must be received BEFORE (YYYY/MM/DD):

2026/05/18

Hours per week:

35

Salary Grade:

SSUO Grade 07

Salary Range:

$59,038.00 - $74,574.00About Student Affairs:

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enroll for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

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.

Position Purpose:

Reporting to the Operations Supervisor, the Wellness Assistant (WA) provides comprehensive medical reception and administrative and reception support across multiple clinical and non-clinical wellness services within the Student Wellness sector including the Student Health and Wellness Centre, mental health services, case management, academic accommodations, health promotion, and medical services.

As the first point of contact for students, the WA provides an accessible, welcoming, and efficient experience. This position contributes directly to student safety, service quality, and the effective operation of a high-volume clinical environment. The role requires sound judgment, discretion, and a high degree of coordination to support interdisciplinary clinical teams, ensure continuity of care, protect personal health information, and respond appropriately to students

In this role, your responsibilities will include:

• Reception, Non-clinical Triage Support: 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.

• Booking, Scheduling and billing coordination : 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.

• Medical Records Administration 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.

• Communication, Safety, and Conflict Management: 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.

• Documentation and process improvement: 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.

What you will bring:

• 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.

• 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.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.