Healthy Minds Psychotherapy welcomes applications from people of all backgrounds. Accommodations are available on request at any stage of the hiring process.

Client Care Navigator
About The Role:
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 new-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 workflows, templates, and tracking tools

Take ownership of small projects that improve the client experience from first contact to first session

Help put new processes into practice and support the team through changes

Who Thrives In This Role
You notice what needs doing before you're asked. You take initiative, follow things through,



and enjoy bringing order to a busy day. When something isn't working well, you suggest a better way and help make it happen.

At Healthy Minds Psychotherapy, we are always improving, and so are our processes. Continuous improvement is part of how you think, and you are comfortable with change. You can adapt as the clinic grows and see new systems as a chance to do things better.

You are warm and calm with people who may be reaching out at a difficult time, and you know when something needs to go to the Clinical Director.

Qualifications
Education and experience

At least 2 years of experience in a client-facing role in a medical, mental health, or similar setting

Degree or diploma in psychology, social work, counselling, or a related field preferred

Comfort and/or experience speaking with people who may be distressed, and knowing when to elevate concerns

Knowledge of and experience working within PHIPA and confidentiality requirements

Skills

Clear, warm, and professional communication by phone, email, and in writing

Strong organization and follow-through, with the ability to manage multiple priorities

Comfort learning new systems; experience with OWL Practice, OceanMD, or Google Workspace is an asset

Sound judgment and the ability to work independently while knowing when to check in

Interest in data, tracking, and finding ways to make processes work better

Remote Work Requirements

Ontario-based candidates preferred

A private, quiet workspace where calls and client information cannot be seen or overheard

Your own computer and phone (the clinic does not provide devices)

Successful completion of a background checkPreferred Qualifications:

Role Details And Growth
This role begins part-time, with a planned pathway to full-time as the clinic grows. The responsibilities will evolve over time, with opportunities to take on greater responsibility and help shape how the clinic runs.

Hours: 10 to 20 hours per week to start, weekday daytime (about 2 to 4 hours per day)

Reports to: Clinical Director

Compensation: $23 to $27 per hour, depending on experience

Why Work With Us
At Healthy Minds Psychotherapy, you'll be the person who helps someone take their first step into therapy. That first conversation matters, and you'll see the difference your work makes every day.

Flexibility: Work remotely with weekday daytime hours that fit around your life

Meaningful work: Help reduce barriers to mental health care for people across Ontario

Training and support: Thorough onboarding and ongoing guidance from the Clinical Director

A growing practice: Join a team that is expanding, with real opportunities for your role to grow alongside us

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