Care Coordinator (full-time, remote)

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.