Client Care Coordinator

Healthcare
Edmonton
10 March 2025
Full-Time Permanent
Urgent
Application deadline closed.

Job Description

Job Description

Job Title: Client Care Coordinator (PLEASE NOTE: This is an evergreen role that we hire for various clients. If it is posted on the website, that means we are still hiring.)

Location: Edmonton

Travel Requirements: Less than 10%

Employment Type: Full-time and Permanent role (32 to 40 hours a week)

About Us:

RecRoot Agency is a premier staffing and recruitment agency dedicated to connecting talented professionals with opportunities that make a meaningful impact. We are currently recruiting on behalf of our esteemed client in the Mental Healthcare sector.

Position Overview:

Our client, a leading healthcare organization in Edmonton, is seeking a passionate and experienced Client Care Coordinator. In this role, you will serve as a key role within the organization, bringing optimism and organizational skills to the forefront. Your primary focus will be ensuring the delivery of exceptional experiences to clients for mental health services. While taking a hands-on approach to the supervision of our team, you will also actively participate in frontline customer service operations, ensuring a positive and collaborative work atmosphere. The position involves acting as a supervisor to the receptionist and front desk volunteers, making it a unique opportunity for a compassionate administrator to contribute to the well-being of individuals seeking mental health support.

Job Responsibilities:

  • Team Leadership: Provide daily supervision and leadership to our Care Team, cultivating a positive and collaborative work atmosphere.
  • Care Coordination: Serve as a Care Coordinator, offering assistance to new and existing clients and addressing scheduling gaps resulting from vacations, illnesses, or client needs.
  • Administrative Oversight: Enhance the management of email inboxes, phone calls, live chats, and other communications. Assist therapists in various administrative tasks, allowing them to concentrate on client care. Troubleshoot issues related to IT access for telehealth platforms.
  • Recruitment and Onboarding: Recruit, hire, and train new team members, including volunteers and interns. Coordinate interviews and facilitate the onboarding process for student interns, team leads, volunteers, and group facilitators.
  • Data Management and Reporting: Oversee the generation of regular reporting metrics, supporting data requests crucial for clinic operations and decision-making.
  • Client Interaction: Supervise client inquiries and intake assessments, guiding the team in establishing rapport with potential clients. Address any issues related to scheduled therapy sessions and consultations to ensure smooth operations.
  • Scheduling and Outreach: Ensure efficient scheduling and allocation of appointments by managing the Care Team’s schedule and therapists’ schedules, while monitoring the waitlist. Lead proactive outreach efforts to guarantee potential clients receive exceptional service, even if they are not yet clients.
  • Policy and Procedure Updates: Collaborate with other managers to update and implement policies and procedures that enhance the overall customer experience.
  • Customer Service Excellence: Demonstrate and uphold exceptionally high standards for customer experience in all interactions with the Care Team to ensure clients feel welcomed, supported, and have their needs met proactively.
  • Issue Resolution: Effectively resolve escalated or challenging issues concerning the client’s experience to ensure client satisfaction.
  • Communication Management: Enhance the management of email inboxes, phone calls, live chats, and other communications from clients, referral sources, and therapists.
  • Administrative Support: Provide guidance and support to therapists on various administrative tasks, enhancing their ability to focus on client care.
  • Documentation and Compliance: Ensure compliance with documentation standards and regulations.
  • Social Media and Website: Contribute to social media content and website updates.
  • Reception Team Interviews: Conduct interviews for the reception (Volunteers) team.
  • Client Intake: Supervise the client intake process, ensuring a smooth experience for potential clients.

Qualifications:

  • Minimum of 5 years of experience in a client coordination role, preferably in a healthcare or related setting.
  • Bachelor’s degree in Social Work or Psychology, or related field (an experienced Mental Health Practitioner)
  • Proven ability to multitask, prioritize daily work alongside larger projects, and effectively manage employees.
  • Strong organizational and administrative skills.
  • Strong communication skills, demonstrating empathy, responsiveness, and resourcefulness in client interactions.
  • Compassionate and empathetic attitude towards clients and colleagues.
  • Ability to work collaboratively in a team-oriented environment.
  • Demonstrate “Can-do” attitude
  • Proven experience in team management.
  • Tech-savvy with the ability to handle office management and reception responsibilities.

The starting pay range for this role is $50,000-$60,000. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

How to Apply:

If you are passionate about mental healthcare and possess the qualifications outlined above, we invite you to apply through RecRoot Agency. Please submit your resume detailing your relevant experience and interest in this role.

You may also email your resume at info.recroot@gmail.com

RecRoot Agency is proud to be an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. Application deadline: September 20th, 2025

Employment Type

Full-time