Date posted: October 19, 2026 Pay: $20.00 - $23.00 per hour

About Trillium Counselling

Trillium Counselling is a growing and inclusive private practice based in Waterloo, Ontario. Our team of 20+ therapists provides trauma-informed counselling to individuals, couples, and families, both in person and virtually across Ontario. We are guided by kindness, equity, and compassion - values that shape both our therapeutic approach and our internal culture.

About the Role

We are seeking a Client Care Coordinator to provide warm, responsive administrative support to our current clients and therapists.

You will be a primary point of contact for clients already receiving care at Trillium, assisting with scheduling, appointment changes, forms, questions, and other day-to-day administrative needs. You will also support our therapists and help ensure client and therapist requests are followed through from start to finish.

Our administrative team is intentionally cross-trained so we can support one another during planned vacations and absences. You will receive training in our new-client intake and therapist-matching processes to provide coverage when needed, while other team members are similarly trained to cover your responsibilities when you are away.

This role is ideal for someone who is kind, compassionate, highly organized, dependable, and comfortable working in a fast-paced environment. It offers the flexibility of working entirely from home, consistent weekday daytime hours, no evenings or weekends, and the opportunity to grow into a larger role as our clinic continues to expand.

Key Responsibilities

- Respond promptly to current-client inquiries by phone and email, including voicemail monitoring and callbacks
- Manage the general office inbox and provide warm, responsive support with routine client questions and administrative needs
- Manage current-client scheduling, including booking, rescheduling, cancellations, recurring appointments, and cancellation-opening outreach
- Monitor upcoming appointments and follow up on missing intake/consent forms, payment information, appointment details, and other required information
- Review daily and upcoming schedules and resolve routine administrative issues
- Communicate therapist schedule changes and contact affected clients as needed
- Provide day-to-day administrative support to therapists, including scheduling and client-contact requests
- Maintain accurate client records, communication notes, profiles, and CRM information
- Monitor outstanding client and therapist requests and follow through to ensure nothing is missed




- Recognize concerns requiring additional support and escalate them appropriately
- Follow established clinic policies and procedures while maintaining the highest standards of confidentiality, professionalism, and compassionate client care

Qualifications & Skills

- Must be Ontario-based
- 3+ years of experience in health administration, customer service, client care, or working with vulnerable populations
- Proven experience working with confidential or sensitive information
- Post-secondary education in Psychology, Social Work, Health Administration, Business Administration, or a related field - or an equivalent combination of education and relevant experience
- Excellent written and verbal communication skills in English
- Strong telephone communication skills and confidence handling frequent incoming calls
- Demonstrated ability to remain calm, compassionate, and nonjudgmental during emotional or stressful conversations
- Highly organized, detail-oriented, and able to multitask effectively
- Strong follow-through and the ability to independently track multiple outstanding tasks through to completion
- Able to prioritize time-sensitive responsibilities while managing competing demands
- Comfortable temporarily shifting responsibilities during planned team absences
- Comfortable following established procedures while recognizing when something needs to be escalated
- Comfortable learning and using a variety of online administrative, scheduling, communication, and client management systems
- Must have a quiet, private home office with high-speed internet and a working webcam

Work Hours & Requirements

- Regular working hours are 9:00 a.m. to 5:00 p.m.
- Initially 3 days per week, with the intention and opportunity to expand toward 5 days per week as training is completed, performance is demonstrated, and the role develops
- Availability for up to 4 training days per week during the initial onboarding period is preferred
- Must be available to answer incoming phone calls promptly throughout scheduled working hours
- Weekday daytime hours only
- No evenings or weekends

Why Join Trillium Counselling?

- 100% remote - no commute




- Consistent weekday daytime hours with no evenings or weekends
- Opportunity to grow from 3 to 5 days per week
- Meaningful work supporting people accessing mental health care
- Comprehensive training and onboarding
- A cross-trained team that provides coverage during approved vacations and planned absences
- Supportive, collaborative, and inclusive team culture
- Opportunity to grow with an expanding private mental health practice

Position classification and probationary terms will be confirmed with the successful candidate.

How to Apply

To be considered, please submit:

- Your resume
- A short cover letter describing your interest in the role and relevant experience

Apply via Indeed or email your application to: [email protected]

Subject: Application - Client Care Coordinator

Job Type: Part-time, with chance to expand

Benefits: Casual dress; Company events; Work from home

Schedule: 8-hour shift; Day shift; Morning shift; No weekends

Work Location: Remote

Application Deadline: October 30, 2026

Expected Start Date: November 2026

Pay: $20.00-$23.00 per hour

Expected hours: 21.0 – 35.0 per week

Perks:

- Company events
- Paid time off
- Work from home

Application question(s):

- Do you have a private, quiet home office setup with no children, loud pets, or other people in the background during work hours? (Calls will be recorded for quality assurance and training purposes)
- Are you available to answer incoming phone calls promptly throughout your scheduled working hours?
- Are you located in Ontario and legally eligible to work in Canada?
- Do you have 3 or more years of experience in health administration, client services, customer service, or other relevant experience working with vulnerable populations?
- Do you have high-speed internet and a working webcam?
- Are you comfortable managing incoming phone calls while simultaneously monitoring email, scheduling requests, and other time-sensitive administrative tasks?
- Are you comfortable learning and working with a variety of online administrative, scheduling, communication, and client management systems?
- This position requires strong attention to detail and follow-through. Please briefly describe how you keep track of multiple outstanding requests or tasks to ensure nothing is missed.
- Are you available to work regular scheduled hours from 9:00 a.m. to 5:00 p.m. on your assigned weekdays, with the potential to expand to five weekdays as the role develops?
- Are you willing to complete a Vulnerable Sector Check if offered the position?

Work Location: Remote

📌 Client Care Coordinator - Remote (Canada)
🏢 Trillium Counselling
📍 Canada