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Operations Supervisor

Date: October, 2015
Reports to (Job Title): Manager, Wellness Administration
Jobs Reporting (Job Titles): Finance Coordinator' Health Information Assistant; Resources Assistant
Department: Campus Wellness


Health Services/Counselling Services


35 hr/wk

Primary Purpose

The Campus Wellness Administration team serves the University of Waterloo community by supporting Health Services and Counselling Services with effective, efficient, collaborative, client-focused administrative service.


The Operations Supervisor leads the Campus Wellness Operations Team. The Operations Supervisor is accountable to the Manager, Wellness Administration to ensure effective day-to-day operations of all Wellness departments, focusing on financial, operations, and facilities. This position is regarded as one of the senior staff positions in Campus Wellness administration


Key Accountabilities:

1.  Financial Operations



2.  Operations Oversight / Administration



3.  Building / Facilities



4.  Human Resources Administration




5.  Health Records Management

Position Requirements


MSc in Business Administration in a healthcare setting, diploma in Health Administration, or equivalent experience


At least five years of Operations and Human Resources management experience in healthcare facility (preferably post-secondary setting)


MS Word Excel PowerPoint Other
working knowledge extensive knowledge working knowledge

Extensive knowledge of:

1. Financial management system (FORE preferred)

2. electronic health records system (Clinic Information System (CIS) preferred)

Nature and Scope

Interpersonal Skills:

Proven ability to influence and motivate others, to promote, justify, settle and respond to highly sensitive matters pertaining to the clinic operation.  Attention to detail and the ability to perform in a fast-paced and varied environment are necessary in this role.





Problem Solving

The Operations Supervisor engages others to collaboratively solve systemic problems ranging from lack of compliance with department policy or procedure to ineffectiveness of department processes or systems. Solutions to such problems can include development of new systems, acquisition of software or hardware, process or systems changes that affect the department, clients, staff, and clinicians. Problems are often complex and require balancing competing priorities and competing needs of stakeholders.


Internal and External Contacts


Communicates with administrative and clinical staff in all groups in all Campus Wellness venues.



This position will have contacts with relevant community partners, professional associations and regulators to ensure consistent and compliant client care.

Level of Responsibility:

Responsible for all aspects of daily and general operational side of Campus Wellness.

Decision-Making Authority:

The Operations Supervisor has final decision-making authority for all areas described above and is fully accountable for decisions within the Wellness Operations Team, including hiring decisions and performance evaluations. This individual uses judgement to determine when and how to escalate issues to the Manager, Wellness Administration or elsewhere within Campus Wellness.

Physical and Sensory Demands:

Possibility for multiple interruptions and competing priorities on a daily basis.  Flexibility and responsiveness to a variety of administrative and clinical staff regarding day-to-day and long-term issues are required. Ample opportunity for movement within various areas in at least two on-campus buildings where Wellness services are delivered. May require moderate physical demands, including light lifting and moving of equipment/material.

Working Environment:

Exposure to regular disagreeable conditions typical of a senior staff position. Normal stress and pressure associated with this level of position. Located indoors in comfortable, fast-paced office environment populated by clinical, administrative staff, as well as clients (University of Waterloo students, staff and faculty and their families). There may be unusual hours or schedules, multiple and/or tight deadlines beyond one’s control and constant interruptions (e.g. phone calls, e-mails, unplanned but urgent support requests, varying student volumes at different times of year). At times, hours of operation include from 8:00 a.m. to 8:00 p.m. Position requires flexibility to occasionally shift working hours to include evenings.