Job description
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 stands at the forefront of this mission, delivering exceptional care to ensure our clients experience the highest standard of support. Over the past year alone, their dedication has been instrumental in facilitating more than 41,000 sessions for Canadians, making significant strides in enhancing mental health outcomes.
Reporting to the Customer Support Manager, we’re looking for a full-time (remote) Care Coordinator to join our award-winning team within a rapidly expanding Canadian company, contributing to meaningful work that truly makes a difference. The ideal candidate will have flexibility to work full-time, Monday through Sunday, with evening availability to meet the diverse needs of our clients.
Responsibilities
Demonstrate advanced empathy and clinical insight, effectively handling complex situations to deliver exceptional client care and support
Proactively engage with potential clients to maintain high standards of care and support, applying your advanced skills to manage client relationships and expectations effectively
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 assessments via phone or video, utilizing your expertise to build strong rapport and guide clients through the process of meeting with multiple therapists to find the best fit within our clinic
Oversee all incoming communications, including email, phone calls, and live chats from clients, referral sources, and therapists, leveraging your extensive experience to ensure effective and professional interactions
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 for smooth online sessions, applying your technical expertise to handle adjustments and troubleshoot issues with minimal disruption
Provide high-level administrative support to therapists, streamlining client care processes and enhancing overall clinic efficiency
A proven track record and passion for high-quality customer service
Empathetic and understanding approach to client interactions
Over 5 years of experience in the healthcare sector, including roles such as medical receptionist, service navigator, intake specialist, or similar positions
Experience with nurturing a lead into a client and retaining existing clients
Training in healthcare customer service, serving vulnerable populations, and medical administration
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 with occasional weekends and public holidays
Salary ranging from $52,000-$60,000
Remote first, with occasional in-person team meetings in Toronto
Health, dental, and vision benefits eligibility
Wellness days in addition to vacation and your birthday off
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.
Important Note
Please do not apply if you are currently pursuing or planning to pursue training as a therapist. This role is not a fit for those currently enrolled in or pursuing an education or career path in therapy. We are seeking candidates dedicated to the administrative and client care aspects of the role.
