Front Desk Lead, Counselling Services - Vancouver, Canada - University of British Columbia

University of British Columbia

Verified Company

Vancouver, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Clinic Secretary/Clerk (Gr7)

Job Title

Front Desk Lead, Counselling Services

Department

Administrative Support | Counselling Services | Student Health and Wellbeing | VP Students

Compensation Range

$4, $4,686.00 CAD Monthly

Posting End Date

March 27, 2024

Note:
Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

**_Please note:_ A Medical Office Assistant certificate is not required for this position.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students.

Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

**_Please note:_ A Medical Office Assistant certificate is not required for this position.

This position performs a full range of front desk reception services and processes for Counselling Services including working with UBC's community to best meet students needs through Early Alert, appointments and providing referral information as appropriate; appointment scheduling; phone inquiries; data entry and file management.

The incumbent provides administrative support for Counselling Services staff and has responsibility for a wide range of general office administrative functions.

Duties range from complex to routine and include maintaining a highly confidential client record-keeping system, correspondence, communications, project tracking and coordination, organizing meetings, and supplies ordering.

This position requires a thorough knowledge of counsellors activities, as well as campus resources.

Also requires good judgment, the ability to work independently in a complex and high paced environment, a high level of interpersonal skill, the ability to respond with tact and sensitivity to highly distressed students, the ability to make decisions at times of high stress using analytical and situational methods.

This position requires the ability to successfully manage a large amount of administrative responsibility while responding in a calm, caring and professional manner to student needs.

Organizational Status

Reports to the Clinic Manager and works closely with the Clinical Coordinator as well as counselors, trainees, and Work Learn students.

Work Performed

Supervision of CUPE Staff_

- oversees the daily operations of the clinic(s) to ensure administrative staff and providers have the personnel, facilities, and technical support needed to work effectively
- resolves day-to-day operational issues in the clinic with providers and administrative staff.
- provides backup to administrative staff
- supervises administrative clerks regarding workload; ensures appropriate coverage in cases of staff absences
- identifies and makes recommendations to the Manager for operational improvements

creates, updates, amends, and communicates changes to administrative staff and provider schedules on a continuous basis

Supervises administrative staff to ensure that clinical reception areas and waiting room space are well maintained.
Participates in the hiring of staff.
Trains permanent and temporary administrative staff; provides onboarding and ongoing training for staff
Reports problems, discrepancies and office issues to the Manager; new or unusual problems would be discussed with the Manager
Coordinates work processes, establishes work schedules and priorities, and resolves complex issues.
Provides excellent, seamless and accessible reception service, and provides customer service to clients as required.
Works collaboratively within a service team context to ensure high standards of service provision.
Handles complex customer service complaints or inquiries, and implements corrective actions or identifies processes and systems that require improvement. Makes recommendations for changes.
Responds consistently in a calm, caring and respectful manner to students presenting with a wide range of levels of distress and complexity of concern.
Multitasks effectively in a very high paced work environment.
Determines the urgency of requests for services and works closely with the Clinical Coordinator to manage smooth flow of clients in dropin periods in order to maximize student s access to resources.
Schedules counselling appointments and maintains an integrated scheduler/data base and file management system for all client contacts.
Registers students for group and psychoeducational programs.
Responds to requests for information, schedules appointments for clients, assists with crisis intervention and connecting clients with appropriate clinical resources/staff.
Administrative Support_
Performs data processing and prepares statistical reports.
Tabulates responses from evalu