Client Services Coordinator, Brock Sports

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

We are one of Canada’s outstanding comprehensive universities, where excellence and innovation thrive! Brock has been proudly recognized as a Hamilton-Niagara Top Employer for eight consecutive years. Brock continues to earn recognition as one of Canada’s Best Employers and one of Canada’s Best Employers for Diversity in 2026. For the second consecutive year, Forbes, in partnership with Statista, also named Brock one of Canada’s Top Employers for Company Culture. At Brock, you will find a welcoming, inclusive community and an exciting range of meaningful career opportunities.

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Post End Date:

November 22, 2026 at 11:59 PMThis job advertisement is to fill an existing vacancy in the Administrative Professional (Employee Group)

This is a part-time, hourly contract position of up to 30 hours per week, commencing in January 2027 and concluding in December 2027.

The position will operate on a seasonal basis, with work periods from January to April and August to December. No hours of work will be scheduled between May and July.

Please note: Evening availability may be required based on operational needs.

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; and

• 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;

• Experience in working with Telus Health PS Suite EMR and Jane EMR

• Health benefit insurance direct billing

• 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; and

• Capacity to handle unexpected and potentially emergency/crisis situations in consultation with student life personnel.

Salary and Total Rewards:

• Job Grade I, Salary Scale ($52,798 - $84,476);

• Target Hiring Rate: $29.01 - $31.32* per hour

*The final salary is based on experience, internal equity, and budget considerations within the target hiring range.

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact [email protected] if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

Learn more about Brock University by visiting www.brocku.ca.