Client Care & Intake Coordinator
Feel Your Way Therapy
Location: 455 Spadina Ave, Unit 202, Toronto, ON M5S 2G8 (In-person)
Position Type: Part-time (with potential for growth)
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About Feel Your Way Therapy
Feel Your Way Therapy is a values-driven psychotherapy clinic offering compassionate, inclusive, and client-centred care. Our team supports individuals, couples, children, and families across a wide range of mental health concerns. We are deeply committed to accessibility, collaboration, clinical excellence, and ethical practice.
We are currently seeking an Client Care & Intake Coordinator to join our growing team. This role is ideal for someone who is highly organized, warm and professional in their communication style, and passionate about supporting clients and clinicians behind the scenes.
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Role Overview
The Client Care & Intake Coordinator is often the first point of contact for prospective and current clients and plays a key role in shaping their experience with the clinic.
This position is responsible for managing client intake, inquiry follow-ups, billing coordination, and daily schedule oversight to ensure communication, documentation, and financial processes are handled accurately and compassionately. The role also supports day-to-day clinic operations and therapist coordination.
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Key Responsibilities
* Client Intake & Follow-Ups
- Respond to new client inquiries via email, phone, website forms, and referral partners
- Track and manage all inquiry follow-ups to ensure continuity of care and timely engagement
- Conduct intake screenings and eligibility checks (including insurance and program eligibility, where applicable)
- Support therapist matching based on client needs, preferences, clinical fit, and availability
- Coordinate and schedule consultation calls and initial sessions
- Provide clear, professional, and compassionate communication throughout the intake and onboarding process
- Follow up with clients who have not booked in a while to support re-engagement or facilitate discharge as appropriate
- Follow up with clients who no-show or late cancel to reschedule and reinforce clinic policies as needed
* Billing & Financial Coordination
- Process client payments following sessions
- Submit and manage direct billing to insurance providers where applicable
- Follow up with clients who have outstanding balances to obtain payment and/or update payment information
- Ensure credit cards and insurance information are accurately collected and maintained in the system
* Schedule & Documentation Oversight
- Conduct daily schedule audits to ensure clients booked for the current and following day have: Completed intake and consent forms, A valid credit card on file, Insurance information submitted (if applicable)
- Follow up promptly with clients who have incomplete documentation or missing information
- Conduct daily reviews of internal tracker sheets (inquiries, consults, cancellations, etc.) to ensure all information is accurate and follow-ups are completed in a timely manner
* Clinic Coordination & Administration
- Maintain accurate and up-to-date client records in JaneApp and related systems
- Support therapists with scheduling and administrative coordination as needed
- Track consultations, intakes, referrals, and ongoing follow-ups
- Manage waitlists and ensure no inquiries or client communications are missed
- Assist with documentation processes and administrative workflows
- Work closely with the Client & Media Relations Manager and leadership team
- Support internal processes and contribute to workflow improvements
- Assist with special projects related to clinic growth, systems development, and quality improvement
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Qualifications & Skills
- Degree in Psychology or a related mental health field preferred
- Previous experience in healthcare, mental health, intake coordination, or administrative roles required
- Excellent written and verbal communication skills
- Strong organizational skills with exceptional attention to detail
- Proactive approach to managing tasks and anticipating needs
- Ability to manage confidential and sensitive information with discretion
- Capacity to manage multiple priorities in a fast-paced environment
- Familiarity with JaneApp or similar EHR systems is an asset
- Alignment with the clinic’s values of inclusivity, compassion, and professionalism
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What We Offer
- A supportive and collaborative team environment
- Meaningful work supporting access to mental health care
- Structured onboarding and training support
- Flexible scheduling
- Opportunities for growth within the clinic
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Application Process
Please submit your resume and cover letter via the application.
In addition to submitting a resume and cover letter, please complete the Big 5 Personality Test (https://www.123test.com/personality-test/) and share your results during the hiring process.
For more info on our practice, check out our website: www.feelyourwaytherapy.ca
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We thank all applicants for their interest. Only those selected for an interview will be contacted.
Pay: $20.00 per hour
Education:
- Bachelor's Degree (required)
Work Location: In person
