The Client Care Navigator plays a central role at Healthy Minds Psychotherapy, a multi-clinician, trauma-informed group practice offering individual and couples therapy in person in Toronto and virtually across Ontario.

This person supports individuals at the moment they reach out for care and guides them through their first steps into psychotherapy. The role centres on helping clients feel heard, supported, and informed, while also building trusted connections with physicians, student health services, fertility clinics, and community organizations, etc.

Working closely with the Clinical Director and Office Manager, the Client Care Navigator supports smooth clinic flow, strong referral relationships, and an excellent client experience. All work is carried out within college regulatory and PHIPA guidelines. Any questions involving clinical decision-making or risk are escalated promptly to the Clinical Director, or to a designated clinical lead when the Clinical Director is unavailable. This is not a crisis service role, and the Navigator will be trained on how to respond if a client in distress reaches out.

Key responsibilities

In the initial part-time phase, the focus will be on intake, follow-up, and referral coordination, with other responsibilities growing as hours increase.

1. Client-centred intake and care navigation

- Serve as the first point of contact for individuals reaching out to the clinic by phone, email, fax, OceanMD, and the website
- Provide warm, timely, trauma-informed communication that reduces barriers to care
- Guide clients through intake steps and available options using clear, non-clinical language




- Collect required intake information and identify stated concerns at an administrative level
- Support thoughtful matching to clinicians based on availability, expressed preferences, and logistics
- Schedule consultations and first appointments, with confirmation and next-step guidance
- Escalate any information suggesting potential risk or safety concerns to the Clinical Director immediately

2. Ongoing client support and continuity

- Maintain a responsive, compassionate presence across all communication channels
- Follow up respectfully and without pressure on inquiries that have not booked, incomplete intakes, and missed consultations
- Reach out to clients the clinic has not heard from as part of attentive, client-centred care
- Answer non-clinical questions about insurance, benefits, and scheduling
- Monitor the client experience from first contact to first session
- Track and manage waitlists for clinicians, programs, and groups
- Provide periodic updates and gentle check-ins to keep clients connected
- Coordinate transitions from waitlist to active care as space opens up

4. Physician and referral partner connections

- Serve as a consistent point of contact for referring physicians, clinics, and organizations
- Acknowledge and coordinate referrals promptly using PHIPA-compliant systems (OWL, OceanMD, secure fax)
- Support continuity of care through clear, non-clinical communication,



with documented client consent
- Help build and maintain referral relationships through timely follow-up and reliable, responsive communication
- Coordinate referral materials and clinic updates with the Clinical Director
- Track inbound and outbound referrals, including external referrals where appropriate

5. Clinic flow and operational support

- Support current-client scheduling, cancellations, and rescheduling
- Monitor clinician availability and caseload capacity, and share insights with leadership
- Maintain accurate records using Google Workspace, OWL, and internal tracking tools
- Support clinicians with administrative coordination related to onboarding and group readiness

6. Group program navigation

- Support registration, onboarding, and waitlists for therapy groups
- Communicate start dates, expectations, and documentation clearly and compassionately

7. Data, insights, and growth support (non-clinical)

- Track inquiry and referral sources, including physicians, organizations, the website, social media, and word of mouth
- Maintain an organized referral and intake pipeline
- Prepare simple monthly summaries on inquiry volume, conversion trends, referral patterns, and capacity
- Share observations with leadership to support thoughtful growth and access planning
- Work with the Social Media Coordinator to share aggregate, non-identifying trends from inquiries and referrals that help improve our marketing strategies

8. Process improvement

- Notice where intake, referral, and scheduling processes could work better, and bring forward practical ideas
- Help develop and refine workfl

📌 Client Care Navigator (Mississauga)
🏢 Healthy Minds Psychotherapy
📍 Mississauga