Client Care Coordinator

About the job

Position Summary

We are seeking a Client Care Coordinator to join our online therapy platform. The ideal candidate should have prior experience in supporting clinical care and be values-first. The Client Care Coordinator will play a pivotal role in facilitating the daily administrative operations, directly engaging with clients and therapists. Their responsibilities will include matching clients with our therapist team based on their individual needs, managing client appointments, and handling billing processes. Additionally, they will be responsible for maintaining and updating client records, collaborating closely with therapists to support their client base and workload.

Responsibilities

• Serve as the initial point of contact for clients, maintaining a friendly and welcoming presence through phone and email interactions.
• Conduct brief intakes with new clients and match them with suitable therapists.
• Utilize our technical setup for tasks such as appointment scheduling, billing, and rescheduling to ensure accuracy and efficiency.
• Support clients to navigate the online therapy platform, providing orientation and technical troubleshooting support.
• Follow up with clients regarding missed payments and appointments, and address any outstanding issues via emails, texts and/or phone calls
• Securely handle billing processes associated with client care.
• Ensure the online platform contains up-to-date information on services and therapist availability.
• Support clients in navigating extended health benefit plans, including communicating with insurance providers as needed.
• Support therapists by assisting with tasks like managing files, client communications, and referrals.
• Develop and update resources to support client care experience.
• Manage client waitlist system.

Requirements

• Knowledge or experience working in the mental health sector.
• Clinical intake experience is an asset.
• Prior training or experience in clinical administration, with a willingness to acquire new skills.
• Strong customer service and communication skills, with the ability to professionally and compassionately interact with clients.
• Self-motivated, capable of independent work, and effective problem-solving skills.
• Experience working effectively with multiple sources of data in different databases and software
• Demonstrate attention to detail, the ability to apply newly acquired skills, and effective time management.
• Flexible hours, with the ability to commit 40 hours per week. Ideal work hours are 9 am-5 pm EST, Monday through Friday, and some weekends as needed.
• Flexibility to work some evening and weekend hours if necessary.
• Work-from-home, open to anyone worldwide.
• Bonus - degree in Psychology or Social Work with at least two years experience in a helping profession, or equivalent level of education or experience.