Job Description
Shift Collab is one of Canada’s largest therapy practices, operating virtually to support Canadians from coast-to-coast. We believe going to therapy should feel empowering, and we are on a mission to make therapy human by providing mental health care that’s approachable, meaningful, and designed to make a real impact. Founded in 2016, we’re a family-owned business that has grown from a small clinic to over 125 teammates across Canada, and we’re only getting started.
We Are Hiring a Part-Time Care Coordinator!
At Shift Collab, we are on a mission to make a positive impact on people’s lives by facilitating their journey towards better mental health. Our Care Team plays a central role in how clients experience therapy. Care Coordinators are often the first human connection someone has with our team, helping people navigate the process of starting therapy and ensuring they feel supported from their first conversation through their ongoing care.
We’re looking for someone who understands that great care coordination is both human and operational, helping clients navigate our systems and ensuring each step of the care journey feels simple and accessible. Someone who brings empathy, organization, and clear communication to every interaction. You will work closely with our clinical and operations teams to ensure everything flows smoothly while keeping track of the details that help a fast-growing practice run effectively. This role is essential to supporting our clients, therapists, and the overall care experience we provide.
The ideal candidate will have the flexibility to work approximately 20 hours per week on a rotating schedule between Monday and Sunday, including regular evening and weekend availability to meet the needs of our clients.
Who you are:
You genuinely enjoy helping people and know how to build trust quickly with clients who may feel vulnerable or unsure about starting therapy.
You are organized and dependable, comfortable managing multiple priorities while ensuring nothing falls through the cracks.
You are a strong communicator who brings both warmth and clarity to conversations with clients, therapists, and referral partners.
You enjoy working as part of a collaborative team and care about contributing to an experience that supports both clients and therapists.
Most importantly, you are aligned with Shift Collab’s mission and want to play a meaningful role in making mental health care more accessible and human for Canadians.
Responsibilities:
- Demonstrate advanced empathy and clinical insight, effectively handling complex situations to deliver exceptional client care and support
- Engage with potential clients and support them through the intake process while managing expectations with care and clarity
- Take an active role in engaging and supporting clients who may be hesitant to attend therapy, helping them explore the benefits of taking that important step
- Conduct client intake conversations via phone or video, building rapport and guiding clients toward the therapist who best fits their needs
- Manage incoming communications including email, phone calls, and live chat from clients, referral partners, and therapists
- Coordinate and optimize the clinic’s and therapists’ schedules, monitor the waitlist, and employ advanced scheduling strategies to ensure efficient appointment management
- Ensure all therapy sessions and consultations are scheduled and resolve any scheduling issues promptly, using your experience to anticipate and address potential conflicts
- Monitor and manage client insurance verification and billing communications, ensuring smooth administrative processes that support the clinical team.
- Manage video therapy rooms to ensure smooth online sessions and troubleshoot technical issues when needed
- Provide high-level administrative support to therapists, streamlining client care processes and enhancing overall clinic efficiency
Requirements:
- A proven track record and passion for high-quality customer service
- Empathetic and understanding approach to client interactions
- 5+ years of experience in healthcare, such as medical receptionist, service navigator, intake specialist, or a similar client care role
- Experience with nurturing a lead into a client and retaining existing clients
- Training or experience in healthcare customer service, medical administration, or supporting vulnerable populations
- Experience working in mental health services is considered an asset
- Strong interpersonal and communication skills
- Experience working with therapists or other allied health professionals, with proficiency in technology and software for scheduling, communication, and video conferencing
- Experience with Jane and HubSpot is an asset
- Ability to multitask, manage schedules, and troubleshoot technical issues
- Ability to work both independently and collaboratively within a team
- Ability to work on a rotating schedule, including weekends and evenings
Benefits:
- Hourly rate of $25.00 with an average of 20 hours per week
- Fully remote work environment
- Health, dental, and vision benefits eligibility
If you’re ready to join a compassionate team dedicated to providing the highest level of mental health care, we encourage you to explore this opportunity further and apply. Join us on our mission to help Canadians build the lives they want - one session at a time. Please note that this role is designed for professionals focused on client care and administrative support. It is not intended for individuals who are currently pursuing or planning to pursue training or a career path as a therapist. We are seeking candidates dedicated to the administrative and client care aspects of the role.
Our Hiring Philosophy
Our organization is deeply committed to employment equity and diversity in the workplace. We wholeheartedly welcome applications from women, members of racialized groups, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity, or gender expression. We are also committed to ensuring that each individual will have genuine, open, and unhindered access to employment opportunities within our company. Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please let us know.
