Service Assistant - Referrals

Department: Student Wellness Services
Position covered by the Collective Agreement with USW Local 4120

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant. 
Career Opportunities (sapsf.com) 

General Purpose

Reporting to the Operations Supervisor, the Service Assistant-Referrals position is responsible for the management of a high volume of incoming and outgoing health-related referrals, diagnostics and release of information requests within Student Wellness Services. Working within current collaborative health records and scheduling systems, the incumbent serves as a liaison between students, clinicians, specialists, hospitals, diagnostic imaging facilities, community healthcare providers, and campus partners to support continuity of care and timely access to services.

In addition to referral and health information management responsibilities, the incumbent provides support to the integrated front desk services across Student Wellness Services as required.

In fulfilling the role of Service Assistant with a focus on referrals, the position requires a thorough understanding of health information management. The ability to handle highly sensitive personal health information with careful attention to confidentiality is essential in accordance with PHIPA and University policies, while ensuring the accuracy, integrity, and timely processing of health records and related documentation.

Duties and Responsibilities

• Process, monitor and track incoming and outgoing referrals, diagnostic requests, consultation reports and related correspondence; assigning to student charts and clinician as appropriate.
• Administer and process Release of Information (ROI) requests in accordance with PHIPA, University policies, and established departmental procedures including requests from healthcare providers, hospitals, insurance companies, legal representatives, government agencies, and other authorized third parties.
• Maintain the accuracy and security of health records and fulfill tracking requirements for the IPC.
• Respond to inquiries and assist students who are seeking services across the department of Student Wellness Services;
• Use of Collaborative Health Record and scheduling systems to schedule appointments, receive clients who wish to be seen for same day services, direct calls and answer questions for Student Accessibility Services (SAS), Counselling Services and Health Services;
  
  

The ability to multi-task and prioritize, deal with numerous interruptions, accurately track detailed information, and work in a fast-paced environment is imperative to the effective operation of this area. Strong interpersonal and communication skills, sound judgement, strict attention to confidentiality as well as a professional, compassionate, client-centered, and trauma-informed approach when interacting with students and clients are essential. 

Requirements

• One (1) year Community College certificate in Health Office Administration, Medical Administration, or a related field, along with one (1) year experience in a health care or medical office setting. An equivalent combination of education and experience may be considered;
• Experience working with electronic health record systems, medical billing, scheduling, and electronic health record systems;
• Excellent organizational skills with a high degree of accuracy, attention to detail, discretion, and confidentiality when managing sensitive health-related information;
• Demonstrated ability to prioritize competing demands, problem solve independently, and work effectively within a fast-paced environment;
• Strong computer, technical, and communication skills, with the ability to work collaboratively within a multidisciplinary, student-centered health care setting.
  

Employee Type: Regular 
Position Number: 10078094 
Classification: USW, Local 4120 Salary: Band 3  
USW Local 4120 Wage Grid

*Tentative evaluation; subject to committee review.

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 07/08/2026  
Closing Date: 07/15/2026