Wellbeing Service Specialist

GRADE: 28E

CONTEXT OF THE JOB:

The Wellbeing Center at Warner Hall houses the Center for Counseling and Student Development (CCSD), Student Wellness and Health Promotion (SWHP). Warner Hall is located next to Laurel Hall, where Student Health Services (SHS) is located. Together, these units make up Student Wellbeing, which supports holistic and lifelong student wellbeing. This position primarily serves the Student Wellbeing units located in the Wellbeing Center at Warner Hall.

Under the general supervision of the Administrative Specialist, the Wellbeing Service Representative performs a variety of complex administrative duties for which independent judgment, initiative and problem-solving skills are required, as is the ability to work independently and as part of a team. The position handles sensitive and confidential information, inquiries, files and policy-related matters requiring the utmost discretion, tact and professionalism. The position provides both “Front of Office” and “Back of Office” administrative support leading to excellent customer service and efficient office management. This position has shared responsibilities for responding in-person or by phone to inquiries from students, parents, stakeholders, and the general University community. The position requires excellent interpersonal skills including keen listening skills and problem-solving skills and maintaining sensitivity to the student’s privacy at all times.

MAJOR RESPONSIBILITIES:

• Serve as first point of contact for Student Wellbeing; greet visitors; route traffic; answer service and appointment questions with professionalism.
• Screen requests per eligibility rubric; apply same-day/urgent scheduling rules; document outcomes in EMR.
• Communicate department practices and procedures to students and families with clarity and empathy, using active listening and supportive communication techniques.
• Apply established de-escalation strategies and departmental procedures to help calm emotionally charged situations and guide individuals toward appropriate resources.
• Provide guidance on check-in and services; answer sensitive but non-clinical questions; escalate per protocol.
• Ensure adequate welcome-desk coverage and request or schedule backup when needed.
• Exercise independent judgement in critical or urgent situations; determine which issues to bring to the supervisor's attention and communicate them appropriately. Contact Public Safety to arrange student transport services when necessary.
• Arrange student transport services in coordination with the Office of Public Safety; follow emergency protocols and notify supervisor as required.
• Identify and triage non-routine requests and communicate with clinical staff as needed. Assist students in distress and respond to emergencies following established policies and procedures.
• Make, cancel and reschedule routine and crisis appointments using the electronic medical record software; provide questionnaires to client/student as needed for various appointment types.
• Communicate with clinical staff and follow special instructions related to client/student appointments.
• Input client/student documentation and add correspondence into the electronic medical record.
•  Maintain counseling and psychiatry waitlists; run weekly reports; flag delays to Associate Directors for action.
• Handle highly sensitive and confidential information. Follow FERPA and HIPAA privacy rights, where applicable.
• Open, maintain, and close office spaces; assist with smooth day-to-day operations within the office environment.
• Receive and screen calls, emails, and office mail; respond to inquiries in a timely and appropriate way; take messages and triage as needed.
• Manage/purchase office supplies, equipment, and other Student Wellbeing expenses; maintain proper expense documentation records; allocate expenses in procurement system.
• Process electronic forms/payments, e.g., journal vouchers, vendor payments, honorariums, reimbursements, as needed.
• Provide back-up support and office coverage for all administrative staff, including at Laurel Hall, when needed.
• Send sensitive and confidential information by mail or fax following approved medical release.
• Create, organize, and maintain confidential files.
• Provide project and scheduling support to staff as delegated by a supervisor.
• Assist with logistics for regular meetings, special programming, candidate interviews, and professional speakers – such as room reservations, catering, transportation, lodging, and technical assistance with displays and presentations.
•  Perform miscellaneous job-related duties as assigned.

QUALIFICATIONS:

• Bachelor’s Degree required wi