Business Operations & Clinic Administrator
Employer: Vital Minds Holdings Inc.
Location: Hamilton, ON
Job Type: Full-Time
Compensation: $25.00–$30.00 per hour (based on experience)
About Us
Vital Minds Psychotherapy is a rapidly growing private psychotherapy practice with multiple clinic locations across Ontario. We are committed to delivering exceptional, evidence-based mental health care while providing an outstanding experience for every client from their very first interaction with our team.
This position is employed by Vital Minds Holdings Inc. and supports the daily business operations and continued growth of Vital Minds Psychotherapy.
We are looking for a confident, business-minded professional who is passionate about customer service, relationship building, sales, and helping people take the first step toward therapy.
About the Role
This is not a traditional reception position.
As our Business Operations & Clinic Administrator, you will be one of the first points of contact for prospective clients. Your ability to build rapport, understand each client's needs, confidently communicate the value of our services, and guide individuals toward booking the right therapist will directly contribute to the continued growth and success of the clinic.
We are looking for someone who genuinely enjoys speaking with people and is comfortable with sales in a client-centred environment. Success in this role is about creating trust, helping prospective clients feel confident taking the next step, and converting inquiries into booked appointments through exceptional communication and customer service—not high-pressure sales tactics.
While this role includes administrative responsibilities, we are looking for someone who understands that exceptional client service, strong communication, and the ability to convert inquiries into appointments are just as important as staying organized.
Success in this position will be measured by client experience, responsiveness, inquiry-to-booking conversion rates, administrative accuracy, and your ability to contribute to the ongoing growth of the clinic.
Responsibilities
- Respond promptly to new client inquiries by phone, email, and online with professionalism, empathy, and confidence.
- Build trust and rapport with prospective clients while identifying their needs and matching them with the therapist or service best suited to support them.
- Confidently communicate the value of our services and guide prospective clients through the booking process.
- Convert inquiries into booked consultations and appointments while delivering exceptional customer service.
- Follow up with prospective clients who have not yet booked and re-engage individuals who may still be considering therapy.
- Deliver an outstanding client experience from the initial inquiry through the booking process.
- Coordinate therapist schedules and manage appointments across multiple clinic locations.
- Support the day-to-day administrative operations of the clinic.
- Track key business metrics, including inquiry volume, response times, booking rates, conversion rates, and client satisfaction.
- Identify trends and opportunities to improve inquiry conversion, client experience, and administrative processes.
- Maintain accurate documentation while handling confidential information with professionalism and discretion.
- Work closely with leadership to support the continued growth and success of the organization.
QualificationsRequired
- Minimum 2 years of experience in administration, customer service, sales, client relations, or a similar role.
- Exceptional verbal and written communication skills.
- Strong interpersonal skills with the ability to quickly build trust and rapport.
- Excellent organizational and time-management skills.
- Ability to multitask and thrive in a fast-paced environment.
- Strong attention to detail and problem-solving abilities.
- Proficiency with Microsoft Office and the ability to quickly learn new software.
Preferred
- Degree or diploma in Business Administration, Commerce, Marketing, Management, or a related field.
- MBA is considered an asset.
- Experience in sales, client success, customer service, business development, or client intake.
- Experience working toward measurable sales or service-related key performance indicators (KPIs).
- Demonstrated success converting inquiries, consultations, or leads into appointments, clients, or sales.
- Experience in a healthcare or professional services environment is considered an asset.
What We're Looking For
We're looking for someone who:
- Naturally enjoys talking to people and building relationships.
- Has a strong customer service and sales mindset.
- Is confident discussing services and helping prospective clients make informed decisions.
- Is motivated by achieving measurable goals and continuously improving performance.
- Takes initiative and looks for opportunities to improve systems and processes.
- Is organized, dependable, professional, and accountable.
- Thrives in a fast-paced environment.
- Wants to contribute to the continued growth and success of a high-performing organization.
Why Join Us?
- Join one of Ontario's growing private psychotherapy practices.
- Work alongside an ambitious leadership team committed to excellence.
- Play a meaningful role in helping people access quality mental health care.
- Directly contribute to the growth of the organization through exceptional client service and inquiry conversion.
- Opportunities for professional development and career growth.
How to Apply
If you are passionate about customer service, sales, communication, and helping people while contributing to the growth of a successful organization, we would love to hear from you.
Please submit your resume and a cover letter explaining why you would be an excellent fit for our team.
Pay: $25.00-$28.00 per hour
Benefits:
Application question(s):
- How many years of experience do you have in administration, business operations, sales, office coordination, or a similar role?
- How many years of customer service or sales experience do you have?
- Have you worked in a role where you were responsible for responding to client inquiries and helping convert those inquiries into booked appointments, sales, or new clients?
- Do you have experience working in a fast-paced environment where you were required to manage multiple priorities simultaneously?
- Imagine a prospective client calls feeling overwhelmed and unsure about booking therapy. How would you approach that conversation to make them feel comfortable and help them move forward?
Work Location: In person
