Program Assistant

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

Under the umbrella of Western University’s Faculty of Health Sciences and the School of Communication Sciences and Disorders (CSD), the H.A. Leeper Speech and Hearing Clinic (Clinic) provides speech, language and audiology services to people in the community, including ministry funded Preschool Speech and Language Initiative (tykeTALK program) and the Ontario Infant hearing Program (IHP). SLP and Audiology students can be involved in the these SLP and audiology programs to gain clinical education.

Responsibilities

Working within the H.A. Leeper Speech and Hearing Clinic, the Program Assistant provides customer service, administrative, record management, reporting, and billing support. The incumbent serves as a liaison among clients, and works closely with clinical Audiologists, clinical Speech-Language Pathologists, Communicative Disorder Assistants, graduate students, and allied care providers to ensure timely delivery of care and exceptional services.

The Program Assistant provides efficient support to all clinical programs under the School of Communication Sciences and Disorders including Fee for Service Speech; Audiology Services, the tykeTALK Preschool Speech and Language program and the Infant Hearing Program (IHP).

The Program Assistant acts as the first point of contact for clients receiving services at the clinic. The position primarily supports the Audiology and Infant Hearing Programs, while also providing regular support to the Speech Fee for Service and tykeTALK programs. The Program Assistant also works collaboratively with allied health professionals (i.e., SLPs and Audiologists) at the clinic and at Thames Valley Children’s Centre.

Responsibilities:

1. Customer Service: Acts as the initial contact person for clients within all clinic services. Ensures that appropriate waivers, disclosure statements, consents, and other paperwork are distributed, signed and filled correctly before the delivery of services. Ensures and safeguards the privacy and security of clients’ records according to Clinic privacy policies. Act as a resource person and troubleshoots client’s needs (i.e. appointments, sales, service fees and fee reductions).
2. Scheduling Communication: Manages up to 8 clinical schedules for Speech Language Pathologists and Communicative Disorder Assistants while following protocols with a high level of accuracy. Communicates cancellations and/or scheduling conflicts to clients, students, clinical faculty and management as needed. Communicates with external agencies regarding client referrals and monthly statistics. Monitors waitlists for services and triages as needed. Manages clients’ scheduling needs and wait time expectations. Books all assessment appointments and provides clients with appropriate clinical forms to complete prior to appointments for all speech programs. Assists with scheduling, preparation, and intake for multiple summer camps. Arranges interpreters to support families in their appointments.
3. Clinical Record Management: Creates, compiles and maintains accurate and up-to-date client health records (hard copy and electronic format). Tracks, processes and enters client interactions and service utilization data (i.e. clinical report distribution, chart notes, hearing aid sales, repairs, etc.) into the clinic’s electronic database with high levels of accuracy. Safeguards health information and ensures compliance with all privacy, college and Western’s University regulations (e.g. PHIPA, CALSPO, UWO). Assists with yearly archiving of clients’ records and retrieves clients’ records from Central or Clinic archives as needed. Works with the Clinic Manager to develop and modify admin and clinic procedures that align with clinic and program goals.
4. Administrative Support: Supports and collaborates with clinical faculty, SLPS, CDAs, Audiologists, students, work-study students, admin, clinic manager, and director in the review and development of clinical policies and procedures. Demonstrates and provides ongoing supports to students and work-study students with clinical and administrative policies and procedures. Generates and posts the weekly schedule of appointments, completes weekly client records review and prepares and ensures completion any documentation needed (i.e. ADP forms, Billing Claims, payment plans, intake forms, Consents, etc.). Processes, daily courier delivery and shipment of products. Ensures an orderly inventory and monitor stock levels of products (i.e. hearing aid batteries, dry-aidkits, accessories, etc.). Responds to students’ daily requests for information and/or assistance. Each term, completes JANE EMR audits to ensure SLP students are following clinic policies and procedures.
5. Billing Support: Oversees and tracks daily clinic sales, generates invoices, collects payment, tracks and completes funding request forms to third-party funding agencies (i.e. ADP, ACSD, ODSP, WSIB, and VAC). Informs clients of service and product fees and reviews available fee reduction and installment programs. Works with manufacturers to process hearing aid repairs, returns and warranty concerns. Oversees and handles the cash box and petty cash transactions. Completes weekly reconciliation of Point-Of-Sale (POS) transactions and processes month-end online journal.
6. Audiology Support: Demonstrates and provides instructions to clients and their families in the proper use, insertion, removal and cleaning of hearing aids and other hearing-related equipment. Assist clinical audiologists with minor hearing aid repair, troubleshooting, cleaning, maintenance on amplification systems and basic calibration checks of equipment (e.g. Verifit). Sanitizes assessment and treatment room materials consistent with infection control polices.

Qualifications:

Education:
- 3 year Community College Diploma in an administrative field

Experience:
- 4 year of experience providing customer service in a business office setting, preferably in a health care/ clinic setting.

Skills, Abilities & Expertise:
- Knowledge of general office procedures including records management systems
- Ability to establish effective routines for excellent communication with all members of the team to maximize productivity
- Proven ability and natural inclination to interact with people in professional, respectful and diplomatic manner
- Self-motivated multi-tasker with strong organizational skills
- Positive, outgoing attitude with genuine customer service orientation
- Demonstrated ability to work independently, take initiative and follow through on work assignments
- Familiarity with University policies and procedures preferred
- Written and verbal communication skills to clearly express ideas in an objective manner, and adapt communication style to suit the situation and audience
- Customer service skills to understand customer needs and expectations, with a desire to deliver helpful and reliable service to the University community

Why Western?

Western offers a broad and exciting variety of part-time and temporary employment opportunities with ample room for job exploration and growth. Within our beautiful campus, you are part of a progressive work environment that promotes work/life balance including access to our state-of-the-art recreation centre. Apply for an opportunity to be part of the Western community and contribute to its success!

Applying at Western

To ensure that your application is given full consideration, please complete all relevant sections of the application. In addition, you can choose to supplement your application with a cover letter and current resume.

Consideration of applicants will include an assessment of previous performance, experience, and qualifications. Applicants should have oral communication skills in English.

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

Please Note:

This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.