Office Administrator

Inner Balance Solutions Inc.

Job Summary

Inner Balance Solutions Inc. is seeking a highly organized, personable, reliable and proactive Office Administrator to join our growing mental health practice.

The Office Administrator plays an important role in the day-to-day functioning of our clinic and is often the first point of contact for clients, referral partners and members of our community. This position supports clients throughout the administrative side of their care while also providing essential administrative support to our clinical team.

A key responsibility of this position is client onboarding and follow-through. The Office Administrator helps coordinate the administrative client journey from the time a client first contacts or is referred to Inner Balance Solutions through to the time they attend their first appointment with their clinician.

The ideal candidate is warm and professional, highly organized, comfortable with technology, able to manage multiple priorities, and committed to providing exceptional client service within a confidential and trauma-informed mental health environment.

We are looking for someone who takes ownership of their responsibilities, notices when something requires attention, follows tasks through to completion, and is willing to continue learning as our clinic grows and evolves.

ResponsibilitiesClient Services & Front Desk

- Provide a welcoming, compassionate and qualified first point of contact for clients and visitors.
- Answer and manage incoming telephone calls, voicemail, text messages, general clinic email and other approved clinic communication channels.
- Monitor incoming client communications and ensure messages are responded to or appropriately directed in a timely manner.
- Respond to client inquiries regarding clinic services, clinicians, fees, scheduling and general administrative information.
- Communicate calmly, compassionately and professionally with clients who may be experiencing distress or difficult circumstances.
- Create and maintain accurate client profiles.
- Schedule, reschedule and cancel appointments.
- Assist with clinician schedule changes, absences and client rescheduling.
- Process client check-ins, payments, invoices and receipts.
- Maintain a professional, welcoming and organized reception and client-service environment.

Client Onboarding, Referrals & Follow-Up The Office Administrator is responsible for coordinating the administrative client journey from initial contact or referral through to the client's first appointment with their clinician.

Responsibilities include

- Receive and process incoming referrals and new-client inquiries.
- Ensure referral and intake information is complete, accurate and entered into the appropriate systems.
- Respond to new clients and referral sources and provide clear information regarding next steps.
- Assist with matching clients with an appropriate clinician according to established clinic processes, clinician availability and service requirements.
- Contact clients to arrange their initial appointment.
- Follow up with clients when required, including when a client has not responded to initial contact, has outstanding intake requirements, needs to confirm an appointment, or requires additional administrative information before beginning services.
- Make reasonable follow-up attempts according to established clinic procedures and accurately document client contact and attempts to contact.
- Ensure required intake forms, consents, funding information and other administrative requirements are completed before the client's first appointment when applicable.
- Verify that third-party funding or authorization requirements have been addressed when applicable.
- Maintain client waitlists and follow up with clients regarding appointment availability.
- Track outstanding referrals and new-client inquiries to help ensure clients do not unintentionally become lost in the intake process.
- Communicate with clients, clinicians and referral partners regarding administrative aspects of referrals and onboarding.
- Support internal referrals and client transfers between clinicians.
- Maintain awareness of clinician availability and capacity to support effective referral management.
- Identify administrative barriers preventing a client from completing the intake process and escalate them appropriately when required.
- Ensure the administrative portion of onboarding is complete so that the clinician has the necessary information when the client attends their first appointment.

Jane Practice Management




- Develop a high level of proficiency with Jane Practice Management and serve as a primary administrative resource for routine Jane questions within the clinic.
- Maintain accurate client profiles, clinician schedules, appointment types, forms and other administrative information within Jane.
- Use Jane to support client intake, scheduling, communication, billing and administrative follow-up.
- Assist clinicians with routine Jane, scheduling and administrative questions.
- Troubleshoot routine Jane issues and contact Jane support when required.
- Stay current with Jane updates and features relevant to clinic administration.
- Identify opportunities to use Jane effectively to improve administrative processes and reduce unnecessary administrative work.

Billing & Third-Party Funding
- Process client payments, invoices and receipts accurately.
- Monitor outstanding client accounts and follow up as required.
- Support third-party billing and funding administration, including programs such as FNHA, CVAP, ICBC, WorkSafeBC, Medavie Blue Cross and other funded or contracted services used by the clinic.
- Track funding authorizations, approved sessions, expiry dates and other administrative requirements.
- Identify funding or authorization issues requiring follow-up.
- Submit required administrative billing information and follow up on rejected, delayed or outstanding claims.
- Maintain accurate records relating to third-party funding and billing.
- Assist clients and clinicians with routine billing and funding questions.
- Support preparation and verification of administrative information required for clinician payments/payroll.

Clinician & Team Support
- Provide day-to-day administrative support to clinicians.
- Respond to routine clinician questions regarding referrals, schedules, clients, billing and Jane.
- Communicate relevant administrative information to clinicians promptly.
- Assist with administrative components of clinician and student onboarding, including Jane setup, scheduling and basic clinic orientation.
- Support client transitions when clinicians join the practice, leave the practice or change their availability.
- Assist with administrative projects as required.
- Work collaboratively with clinic leadership and other administrative and operations team members.

General Office Administration
- Maintain organized electronic and administrative filing systems.
- Complete accurate data entry and maintain administrative records.
- Scan, upload, file and appropriately route incoming documents.
- Proofread administrative correspondence and documents for accuracy and professionalism.
- Monitor inventory of routine office, kitchen, washroom and client supplies and proactively replenish or order items before supplies are depleted, including items such as coffee/tea supplies, cream, paper products, printer paper, toner/ink, stationery and other routine clinic necessities.
- Maintain appropriate stock levels across clinic spaces and ensure commonly used supplies are accessible and replenished as needed.
- Identify unusual, higher-cost or non-routine purchasing needs and bring these forward for approval.
- Support general organization of clinic spaces and administrative resources.
- Assist with photocopying, filing, document preparation and other clerical duties as required.
- Monitor outstanding administrative tasks and ensure appropriate follow-through.
- Identify administrative issues or inefficiencies and bring them forward proactively.
- Maintain clear documentation of routine administrative procedures and processes.
- Support the smooth day-to-day functioning of the clinic.

Privacy, Confidentiality & Skilled Boundaries
- Maintain strict confidentiality of client and clinician information.
- Handle sensitive and personal information with discretion and sound professional judgment.
- Follow clinic privacy, documentation and information-management policies and procedures.
- Maintain appropriate professional boundaries when communicating with clients and accessing confidential information.
- Understand the importance of privacy and confidentiality within a mental health practice.

Qualifications
- Previous administrative, reception or office experience required.




- A certificate or diploma in Applied Business Technology (ABT), Office Administration, Medical Office Administration, Business Administration or a related field is considered an asset.
- Additional education or certification related to office administration, medical administration, healthcare administration, bookkeeping or business technology is an asset.
- Experience or training in trauma-informed practice, trauma-informed customer service, mental health or working with vulnerable populations is considered an asset.
- Experience in a counselling, mental health, medical, dental or other healthcare environment is an asset.
- Experience with Jane Practice Management is a strong asset.
- Experience with an electronic medical record (EMR), healthcare practice-management, scheduling or billing system is preferred.
- Proficiency with Microsoft Office, including Outlook, Word and Excel.
- Strong computer skills and demonstrated ability to learn new technology and software.
- Experience with third-party billing, insurance billing or healthcare funding programs is an asset.
- Experience with QuickBooks or similar bookkeeping software is an asset but not required.
- Excellent written and verbal communication skills.
- Strong telephone, email, text and client-service communication skills.
- Ability to communicate calmly, compassionately and professionally with clients who may be experiencing distress.
- Strong understanding of professional boundaries, privacy and confidentiality.
- Excellent organizational and time-management abilities.
- Strong attention to detail and accuracy.
- Ability to manage multiple priorities in a busy environment.
- Ability to work independently while also functioning effectively as part of a collaborative team.
- Demonstrated ability to take initiative, problem-solve and follow tasks through to completion.
- Ability to receive feedback, adapt to change and implement new processes and systems as the clinic evolves.

Training & Professional Development A willingness to participate in ongoing learning and professional development is required. The successful candidate must be open to clinic-provided or clinic-required training that may include:
- Trauma-informed practice
- Mental health and working with clients experiencing distress
- Cultural safety and culturally responsive practice
- Privacy and confidentiality
- Professional boundaries
- Jane Practice Management
- Third-party billing and funding programs
- Client service and communication
- Clinic policies and procedures
- Technology and administrative systems

Previous training in these areas is an asset; however, we are also interested in candidates who demonstrate a solid willingness and ability to learn.

Who We're Looking For

We are looking for someone who genuinely enjoys helping a busy office run well.

You are warm, approachable and compassionate while maintaining excellent professional boundaries. You understand that the person calling, emailing or texting our clinic may be having a difficult day and that the way they are treated from their very first interaction with us matters.

You are organized and dependable. You notice when something hasn't been completed, follow up when necessary and don't require repeated reminders to finish routine responsibilities.

You understand that follow-up is part of excellent client care. When a client reaches out to Inner Balance Solutions, you take ownership of the administrative process and help move that person through the necessary steps so they can access the appropriate service.

You are comfortable with technology and willing to learn new systems rather than avoiding them. You ask questions when you don't know something, accept feedback and are interested in continuing to develop your skills.

You don't need to know everything on your first day. We are looking for someone who brings a strong administrative foundation, excellent judgment, a willingness to learn and a genuine commitment to providing exceptional service to our clients and clinical team.

About Inner Balance Solutions

Inner Balance Solutions Inc. is a growing mental health practice serving individuals, couples, families and communities. Our multidisciplinary clinical team provides a range of counselling and mental health services and works with private clients, community partners and a variety of third-party funding programs.

We are committed to creating an environment that is professional, collaborative, trauma-informed and welcoming for both clients and team members.

Pay: $21.00-$25.00 per hour

Work Location: In person

📌 Office Administrator (Chilliwack)
🏢 Inner Balance Solutions
📍 Chilliwack