Client Care & Intake Coordinator

Feel Your Way Therapy

Location: 455 Spadina Ave, Unit 202, Toronto, ON M5S 2G8 (In-person)

Job Type: Part-time, 24 hours per week

Schedule: Tuesday, Wednesday, and Thursday, 10:00 a.m.–6:00 p.m.

Potential to transition to full-time as clinic needs evolve.

About Feel Your Way Therapy

Feel Your Way Therapy is a values-driven psychotherapy clinic offering compassionate, inclusive, and client-centred care. Our team supports individuals, couples, children, and families across a wide range of mental health concerns. We are committed to accessibility, collaboration, clinical excellence, and ethical practice.

We are seeking a highly organized, proactive, and detail-oriented Client Care & Intake Coordinator to join our growing team. This role is ideal for someone who combines a warm and professional communication style with strong administrative skills, sound judgment, and a high degree of personal accountability.

We are looking for someone who takes pride in their work, communicates professionally, anticipates routine needs, and takes personal responsibility for completing tasks thoroughly and on time.

Role Overview The Client Care & Intake Coordinator is often the first point of contact for prospective and current clients and plays an essential role in ensuring a positive client experience and the timely, accurate completion of the clinic's daily administrative processes.

This position is responsible for managing client inquiries and intake, follow-ups, billing coordination, daily schedule oversight, documentation, and administrative workflows. The coordinator works closely with therapists, the Client & Media Relations Manager, and clinic leadership to ensure that client communications are handled promptly, records are accurate, and outstanding tasks are completed thoroughly and on time.

This is a detail-oriented role with high expectations for accuracy, reliability, initiative, accountability, and follow-through. The successful candidate must be able to carry out assigned responsibilities independently and to a consistently high standard, without requiring constant supervision or repeated reminders. All work must be completed in accordance with established clinic procedures and management direction, with questions, exceptions, and decisions outside the scope of the role referred to the appropriate manager.

Key Responsibilities

* Client Intake & Follow-Ups

- Respond promptly and professionally to new client inquiries via email, phone, website forms, and referral partners.
- Track and manage inquiries, consultations, and follow-ups to ensure no prospective client is overlooked.
- Conduct intake screenings and eligibility checks (including insurance and program eligibility, where applicable).
- Support therapist matching based on client needs, preferences, clinical fit, and availability.
- Coordinate and schedule consultation calls, initial appointments, and follow-up sessions.
- Provide clear, professional, and compassionate communication throughout the intake and onboarding process.
- Follow up with prospective clients who have not booked after an initial inquiry or consultation.
- Monitor client engagement and follow up with clients who have become inactive, supporting re-engagement or appropriate discharge processes.
- Follow up with clients who miss appointments or cancel late, as appropriate, to support rescheduling and communicate clinic policies.
- Ensure all client communications and follow-up actions are documented and tracked appropriately.

* Billing & Financial Coordination

- Process client payments in accordance with clinic procedures.
- Submit and manage direct billing claims to insurance providers where applicable.
- Follow up on declined payments, outstanding balances, and missing or expired payment information.
- Communicate payment requirements and outstanding balances to clients professionally and clearly.
- Ensure credit card and insurance information is collected, recorded, and maintained accurately.
- Verify insurance information and coverage requirements where applicable, recognizing that coverage must be confirmed rather than assumed.
- Identify billing discrepancies and take appropriate steps to resolve or escalate them.
- Maintain accurate billing records and follow established financial procedures.





* Schedule & Documentation Oversight

- Conduct daily schedule audits to ensure clients booked for the current and following day have completed the required intake and consent forms, valid payment information on file, and applicable insurance documentation.
- Identify missing information and follow up promptly to resolve outstanding requirements before appointments.
- Review appointment schedules for discrepancies, incomplete records, and administrative issues.
- Maintain accurate and up-to-date client records in JaneApp and related systems.
- Review internal tracking sheets for inquiries, consultations, cancellations, follow-ups, and other administrative workflows.
- Ensure outstanding tasks are tracked through to completion rather than left unresolved.
- Maintain organized records and ensure information is entered accurately and consistently.

* Clinic Coordination & Administration

- Support therapists with scheduling, administrative requests, and day-to-day coordination.
- Track consultations, intakes, referrals, waitlists, and ongoing follow-ups.
- Monitor incoming communications and ensure client inquiries and internal requests receive appropriate attention.
- Assist with documentation processes and administrative workflows.
- Work collaboratively with the Client & Media Relations Manager and clinic leadership.
- Identify recurring administrative issues, discrepancies, and gaps in existing processes, and bring them to the attention of the appropriate manager.
- Share suggestions for improving administrative workflows and implement approved changes as directed by management.
- Assist with special projects related to clinic growth, systems development, and quality improvement.
- Maintain a professional, organized, and welcoming in-person clinic environment.

Performance Expectations We hold high standards for the quality, accuracy, and timeliness of our administrative operations. Success in this role requires reliability, accountability, attention to detail, and consistent follow-through on assigned responsibilities.

The successful candidate will be expected to demonstrate the following:

*Independence and self-direction

- Manage routine responsibilities independently without requiring constant supervision, repeated instructions, or reminders.
- Follow established clinic policies, procedures, and instructions from management consistently.
- Recognize what tasks need attention and take appropriate action within the scope of assigned responsibilities.
- Seek clarification or approval when a situation falls outside established procedures or requires a management decision.
- Communicate issues promptly rather than making unauthorized decisions or changes to established processes.

*Exceptional attention to detail

- Identify errors, discrepancies, and missing information before they create larger problems.
- Handle client records, scheduling, billing, and documentation accurately.
- Complete tasks thoroughly and verify important details rather than relying on assumptions.

*Accountability and follow-through

- Take responsibility for completing assigned tasks from beginning to end.
- Track outstanding items, meet deadlines, and ensure follow-ups are completed.
- Communicate proactively when an issue arises and take appropriate steps to correct errors within established procedures.
- Accept feedback professionally and apply instructions consistently.

*Prioritization and time management

- Handle multiple competing demands in a fast-paced clinical workplace.
- Prioritize tasks according to established procedures, urgency, and management direction.
- Maintain an organized workflow and ensure important responsibilities are not overlooked.
- Communicate promptly when priorities conflict or deadlines may be affected.

*Initiative within established procedures

- Anticipate routine administrative needs and identify potential problems before they escalate.




- Use sound judgment when carrying out established procedures and handling routine administrative situations.
- Bring forward suggestions for improvements to management for consideration; implement changes only once approved.
- Refer decisions outside established procedures, policy exceptions, and matters requiring authorization to the appropriate manager.

*Professionalism and communication

- Communicate warmly, respectfully, and professionally with clients, therapists, colleagues, and management.
- Maintain appropriate professional boundaries when handling sensitive or challenging situations.
- Provide timely updates, ask questions when clarification is needed, and communicate concerns early.
- Follow management instructions and communicate respectfully when additional clarification is required.

*Confidentiality and discretion

- Understand the sensitive nature of mental health and financial information.
- Follow clinic procedures for privacy, confidentiality, documentation, and secure information handling.

We value a warm and collaborative approach alongside reliability, efficiency, accuracy, and accountability. The successful candidate must balance compassionate client care with the operational discipline required to support a busy psychotherapy practice, consistently completing assigned responsibilities to a high standard while working within established procedures and management direction. Qualifications & Skills

*Required:

- Previous experience in a psychotherapy clinic, multidisciplinary healthcare clinic, or similar clinical front-desk or administrative coordination setting.
- Familiarity with JaneApp or a comparable electronic health record and practice management system. Working knowledge of JaneApp is strongly preferred.
- Experience managing client inquiries, intake coordination, CRM systems, consultation tracking, or follow-up workflows.
- Basic understanding of extended health insurance, psychotherapy coverage, reimbursement, and benefit verification.
- Excellent written and verbal communication skills.
- Strong organizational skills, exceptional attention to detail, and demonstrated reliability, accountability, and initiative.
- Ability to complete assigned responsibilities independently, follow established procedures and management direction, and recognize when guidance or approval is required.
- Ability to exercise sound judgment, manage competing priorities, and meet deadlines.
- Ability to handle confidential and sensitive information with discretion.
- Availability to work in person every Tuesday, Wednesday, and Thursday from 10:00 a.m. to 6:00 p.m.

*Preferred:

- Experience with insurance direct billing and claims management.
- A degree in Psychology or a related mental health field.
- Experience working in a busy private practice or multidisciplinary healthcare environment.
- Experience improving administrative processes and maintaining internal tracking systems.

What We Offer

- A supportive and collaborative team environment
- Meaningful work supporting access to mental health care
- Structured onboarding and training support
- Clear processes and expectations
- Opportunities to contribute ideas and improve clinic operations
- Opportunities for professional growth as the clinic expands
- The potential for increased hours as clinic needs evolve

Application Process Please submit your resume and cover letter via the application.

As part of your application, please also complete the Big 5 Personality Test (https://www.123test.com/personality-test/) and include your results with your resume and cover letter.

We encourage applicants to provide examples in their cover letters demonstrating their organizational skills, attention to detail, initiative, accountability, and experience managing competing priorities in a clinical or administrative setting.

For more info on our practice, check out our website: www.feelyourwaytherapy.ca

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Pay: $20.00 per hour

Expected hours: 24.0 per week

Application question(s)

- Do you have any experience using JaneApp, and insurance direct billing?

Education:
- Bachelor's Degree (required)

Experience:
- healthcare front desk: 1 year (preferred)

Work Location: In person

📌 Client Care & Intake Coordinator (Toronto)
🏢 Feel Your Way Therapy
📍 Toronto