Manager, Integrated Clinical Operations

Summary

The University of Waterloo is seeking a Manager, Integrated Clinical Operations to provide strategic oversight and leadership for front-line client service operations within Campus Wellness. This role reports to the Campus Wellness Director and University Medical Director, overseeing Health Services, Specialized Care, Counselling Services, and Health Promotion to ensure effective, efficient, and client-focused service delivery. The Manager will supervise Client Service Representatives, optimize administrative workflows, and ensure adherence to privacy, accessibility, and service quality standards. Key responsibilities include leading operational improvements, developing standard operating procedures, managing electronic health records (EHR) systems, and optimizing scheduling and resource allocation. The role also involves people leadership, including recruitment, performance management, coaching, and fostering a safe and inclusive workplace. Additionally, the Manager will oversee administrative accounting, manage financial transactions, and collaborate with clinical staff and community partners to ensure coordinated service delivery and manage escalated concerns. Continuous improvement of systems and processes, along with analysis of client feedback, are also critical aspects of this position.