(*_NOTE) _*Candidates will only be considered if they have at least 3+ years of experience in either healthcare or medical administration). Those that apply without the necessary experience will not be considered for the role.
Location
Remote – Ontario Based
Schedule
- Remote position (must be a resident in Ontario)
- Monday to Friday
- 25 hours/week to start (not flexible)
- Hours of work: 2 PM - 7 PM EST (FIXED)
Responsibilities
Working in client care at a busy therapy clinic can sometimes feel a little like being an air traffic controller. Multiple needs may arrive at once, each requiring a different level of urgency, care, and attention.
A therapist may call in sick with several clients needing to be contacted, a new client may be waiting to book their first consultation, an insurance claim may require follow-up, and multiple emails may be awaiting a response. The successful candidate will remain calm, determine what needs attention first, and ensure that nothing important is overlooked.
In this dynamic role, you may be:
- Responding to up to 100 emails per day
- Receiving and managing 30+ incoming calls per day
- Scheduling and liaising with more than 30 therapists providing virtual and in-person services
- Assisting clients with booking, changing, and coordinating both virtual appointments and in-person sessions at our six locations across Ontario
- Shifting priorities throughout the day while maintaining a warm, organized, and professional client experience
- Keen eye for detail, as you will be doing direct billing to insurance and other tasks that require attention to detail
This role is ideal for someone who is highly organized, compassionate, comfortable making sound decisions, and able to adapt quickly in a fast-paced healthcare environment.
Key Responsibilities
- Respond to client inquiries professionally, promptly, and compassionately
- Assess competing priorities and respond appropriately to urgent and time-sensitive matters
- Support client intake and consultation-booking processes
- Coordinate appointments, therapist schedules, and clinic calendars
- Contact clients and reorganize appointments when unexpected scheduling changes occur
- Follow up with prospective clients and referral sources as needed
- Assist with insurance verification, claims, and direct-billing administration
- Maintain accurate client records, administrative documentation, and internal tracking systems
- Communicate clearly and consistently using Slack, Google Workspace, and JaneApp
- Collaborate with therapists and clinic leadership to resolve scheduling and client-care concerns
- Support operational initiatives, administrative processes, and special projects
- Help ensure that every client experiences a smooth, responsive, and supportive journey with the clinic
What Success Looks Like
You do not simply complete tasks in the order they arrive. You can recognize when a client-facing issue requires immediate attention, when something can be scheduled for later, and when additional information or support is needed. Like an effective air traffic controller, you stay composed, communicate clearly, anticipate potential problems, and keep many moving pieces progressing safely and efficiently.
Qualifications
- At least 3+ years of experience in healthcare, mental health, or medical administration
- Strong written and verbal communication skills
- Exceptional attention to detail and organizational skills
- Comfortable managing multiple tasks and competing priorities
- Ability to work independently in a remote environment
- Professional, emotionally regulated, and client-centred
- Comfortable learning and navigating multiple software systems
- Experience with JaneApp, EMRs, Slack, Google Workspace, or direct billing platforms is considered an asset
What We're Looking For
We are looking for someone who:
- Communicates calmly and professionally
- Takes initiative and ownership
- Is reliable and accountable
- Can navigate emotionally sensitive conversations appropriately
- Learns quickly and adapts well to change
- Values teamwork, growth, and professionalism
- Wants to contribute to meaningful mental health work
Compensation
Compensation starts at $27.00 per hour and may be adjusted based on relevant experience, qualifications, and demonstrated fit for the role.
To Apply
Please submit to our online form here: https://tally.so/r/9q0dxQ
- Your resume
- A brief cover letter outlining your relevant experience and interest in the role
- A short description of why you are interested in working in a mental health setting
Please include the word "grounded" somewhere in your cover letter so we know you have read the full posting.
About First Step Men's Therapy
First Step Men's Therapy is a growing men's mental health clinic providing individual and couples therapy across Ontario. Our mission is to help men develop healthier relationships with themselves and others through compassionate, evidence-based care.
We are currently seeking a highly organized, emotionally intelligent, and professional Client Care & Healthcare Administrator to support our growing team and client base.
This role is ideal for someone who enjoys meaningful work, thrives in a fast-paced environment, communicates professionally, and takes pride in creating a positive client experience.
Accessibility
First Step Men's Therapy is committed to creating an inclusive and accessible hiring process. Accommodations are available upon request for candidates participating in any stage of the recruitment process.
We thank all applicants for their interest. Only candidates selected for an interview will be contacted.
First Step Men's Therapy
Pay: From $27.00 per hour
Benefits:
Work Location: Remote
