Care Coordinator

Summary

Join Shift Collab's award-winning team as a full-time remote Care Coordinator, contributing to meaningful work in mental health. Reporting to the Customer Support Manager, you will provide exceptional client care and support, managing client relationships and expectations. Responsibilities include client intake assessments, communication management, scheduling coordination, insurance verification, and administrative support to therapists. The ideal candidate will have over 5 years of experience in the healthcare sector and strong interpersonal and communication skills. This role offers a competitive salary, remote work flexibility, and comprehensive benefits.

Requirements

• 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
• 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
• 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

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

Preferred Qualifications

• Experience with Jane and HubSpot
• Experience working in mental health services
• Being located within 2 hours of Toronto

Benefits

• 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