Service Representative

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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 with End Date: September 30, 2027.

Position Summary:
Under the direction of the immediate supervisor, performs duties related to admissions and registration, and student accounts. Provides information and explanations concerning programs, policies and procedures. Processes admission applications, registrations, transcript requests and activities related to student account fee payments. Maintains files and records and resolves related problems.

Major Duties and Responsibilities:

• Provides excellent customer service to all students accessing the student the Wellness Hub.

• Acts as the first point of contact for the Hub. Responds to general inquiries; provides information on activities, procedures and services offered, e.g., group counselling, workshops, types of appointments available (physician, nurse, therapist, dietitian, etc.). Responds to emergency walk-in situations as per Hub protocols.

• Schedules appointments for professionals. Registers clients for scheduled

• professional appointments. Verifies student status and eligibility to use the Hub when making appointments or checking in.

• Responsible for the delivery of mail and faxes to appropriate individuals.

• Processes requests for “Release of Information” including requesting existing (paper) charts from archives.

• Processes debit and credit card payments for no show, late fees and appointment fees as required. Issues receipts. Closes batch of Moneris transactions at the end of the day.

• When necessary, directs clients to alternate Montreal clinics and/or specialists.

• Responsible for scanning existing paper files into the electronic record management system. Scans various other documents for inclusion in client files.

• Provides secretarial support to the unit.

• Transmits referrals or other required documents using appropriate methods (faxing, scanning, mailing).

• Maintains and enters up to date student information using the electronic medical system. Ensures the accuracy and completeness of information. Investigates and follows up on discrepancies. Consults appropriate documentation or resource persons to obtain and provide information. Resolves problems. Refers complex problems to resource persons.

• Explains and demonstrates the use of computerized information systems such as an automated registration system and student accounts system. Provides assistance in completing various forms.

• Uses standard office equipment such as computer and photocopier.

• Changes signs on door and replenishes ticket dispenser if needed.

• Performs other related duties as required.

The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks, which may be performed by an employee whose position has been matched to this generic job description.

Other Qualifying Skills and/or Abilities:

• Must be customer focused and service oriented, which includes but is not limited to being approachable, responsive, attentive and helpful.

• Assists all clients with a positive attitude, tact and diplomacy while maintaining a professional manner and competence at all times.

• Demonstrated ability to clearly receive, retain and transmit information with a proven ability to communicate clearly and effectively at all levels.

• Proven ability to work autonomously and as a member of a team. Demonstrated ability to take initiative, problem-solve and organize work within area of responsibility.

• Proven ability to be proactive and devote full attention to clientele. Demonstrated ability to answer calls with professionalism and tact while dealing patiently and calmly with clients who are anxious.

• Strong organizational skills with ability to multi-task, prioritize and work under pressure to meet multiple deadlines.

• Proven discretion in dealing with confidential information.

• Ensure that clients from diverse cultures, ethnic origins, sexual and gender identifications, religious or faith backgrounds and all types of abilities receive equitable treatment and access to Services.

• Demonstrated ease with technological applications with a proven ability to work in a PC environment using MS Word, Excel and Outlook.

• Demonstrated ability to work with clinical and administrative information systems such as Titanium, Medesync, etc is a very strong asset.

• English, spoken and written. French, spoken and read. 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. The level of English required for this position has been assessed at a level 4 (fluent) on a scale of 0-4.

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance)
• Defined contribution pension plan (with employer contribution up to 10%)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waiver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.

For a definition of our language proficiency levels, please click here.

Minimum Education and Experience:

DEP - Office Systems 3 Years Related Experience / DEP - Secretarial Studies

Hourly Salary:

(MUNACA Level F) $29.42 - $36.46

McGill University is committed to equity and diversity within its community and values academic rigour and excellence. We welcome and encourage 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 engage productively with diverse communities.

At McGill, research that reflects diverse intellectual traditions, methodologies, and modes of dissemination and translation is valued and encouraged. Candidates are invited to demonstrate their research impact both within and across academic disciplines and in other sectors, such as government, communities, or industry.

McGill further recognizes and fairly considers the impact of leaves (e.g., family care or health-related) that may contribute to career interruptions or slowdowns. Candidates are encouraged to signal any leave that affected productivity, or that may have had an effect on their career path. This information will be considered to ensure the equitable assessment of the candidate’s record.

McGill implements an employment equity program and encourages members of designated equity groups to self-identify. It further seeks to ensure the equitable treatment and full inclusion of persons with disabilities by striving for the implementation of universal design principles transversally, across all facets of the University community, and through accommodation policies and procedures. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence,[email protected].

All qualified applicants are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadians and permanent residents will be given priority.