About this role
Role Overview
- Conduct initial intake assessments with new clients over the phone
- Review client request form and assign clinic clinicians to clients
- Explain clinic policies, procedures, and available services to clients
- Maintain confidentiality and sensitivity when discussing client information
- Coordinate scheduling of appointments for new clients according to clinicians schedules
- Create new client files in our EHR system and ensure it fully completed and intake documents are sent correctly
- Communicate appointment details to new clients, including date, time, location, and any necessary preparation instructions
- Reschedule appointments as needed, accommodating both client and clinician availability
- Serve as the primary point of contact for clients, addressing inquiries, concerns, and requests in a timely and professional manner (phone and email)
- Provide assistance and support to clients in navigating clinic services and resources
- Communicate with clinicians regarding client needs, appointment changes, and other relevant information
- Input payment details into EHR system and client file
- Updating credit card information as needed
- Following up on unpaid client sessions
- Ensuring client billing and invoicing is done accurately
- Managing client or clinician inquiries regarding billing
- Tracking inbound referrals & following up
- Creating & updating waiting lists
- Calculating monthly conversion rates
- Updating weekly or monthly key performance indicators (KPIs)
- Provide assistance and support to clinic clinicians in following clinic administrative procedures
- Sending weekly reports to therapists for missing or unlocked notes
- Helping to screen and onboard new hires
- Calculating & preparing monthly payroll for clinicians
- Maintain accurate and up-to-date client records in the clinic database
- Collaborate with administrative staff to ensure smooth clinic operations
- Maintain accurate and complete records of SOPs (standard operating procedures) and clinic training materials
- Complete additional administrative tasks as assigned by clinic management (as needed)
- Assist clinic director in business development efforts and additional clinic projects (as needed)
- Developing high-quality and engaging content, including text and images, most relevant to your ideal clients
- Planning and scheduling posts in advance using a social media management tool to maintain a consistent posting schedule
- Actively engaging with the audience through comments, likes, shares, and direct messages to build relationships and boost visibility
Requirements
- French and English Proficiency
- Bachelor's degree in psychology, social work, counseling, or related field preferred
- Previous experience in a similar role, preferably in a healthcare or mental health setting
- Strong organizational skills with the ability to manage multiple tasks simultaneously
- Excellent interpersonal skills and a compassionate approach to client interactions
- Proficiency in computer applications, including Microsoft Office, Google workspace, and electronic medical records systems
- Knowledge of HIPAA regulations and ability to maintain confidentiality of client information
- Flexibility to adapt to changing priorities and work collaboratively within a team environment
- Curiosity, transparency, and drive to continuously improve processes and results
Benefits
- Work-from home with flexible work arrangements
- Competitive salary commensurate with experience
- Dynamic and fulfilling work context (mental health)
- Opportunities for professional development and growth
- Autonomy and space to creatively contribute towards company goals
- We value work-life balance