[Hiring] Bilingual Care Coordinator @Shift Collab

Role Description

At Shift Collab, we are on a mission to make a positive impact on people's lives by facilitating their journey towards better mental health. Our Care Team plays a central role in how clients experience therapy. Care Coordinators are often the first human connection someone has with our team, helping people navigate the process of starting therapy and ensuring they feel supported from their first conversation through their ongoing care.

This is a bilingual role: you'll support clients in both English and French, so fluency in both languages is required. This is an hourly role of 25 to 35 hours per week. The ideal candidate has consistent weekend availability (Saturday and Sunday) along with midweek evening availability, as our extended hours will run until 8 PM Pacific Time.

Who you are:

• You genuinely enjoy helping people and know how to build trust quickly with clients who may feel vulnerable or unsure about starting therapy.
• You are organized and dependable, comfortable managing multiple priorities while ensuring nothing falls through the cracks.
• You are a strong communicator who brings both warmth and clarity to conversations with clients, therapists, and referral partners.
• You take pride in a polished, professional client experience, and you understand that every call and message is a reflection of the care we provide.
• You enjoy working as part of a collaborative team and care about contributing to an experience that supports both clients and therapists.
• Most importantly, you are aligned with Shift Collab's mission and want to play a meaningful role in making mental health care more accessible and human for Canadians.

Responsibilities

• Demonstrate advanced empathy and clinical insight, effectively handling complex situations to deliver exceptional client care and support.
• Engage with potential clients and support them through the intake process while managing expectations with care and clarity.
• Take an active role in engaging and supporting clients who may be hesitant to attend therapy, helping them explore the benefits of taking that important step.
• Conduct client intake conversations via phone or video, building rapport and guiding clients toward the therapist who best fits their needs.
• Manage incoming communications including email, phone calls, and live chat from clients, referral partners, and therapists, in both English and French.
• Coordinate and optimize the clinic's and therapists' schedules, monitor the waitlist, and employ advanced scheduling strategies to ensure efficient appointment management.
• Ensure all therapy sessions and consultations are scheduled and resolve any scheduling issues promptly, using your experience to anticipate and address potential conflicts.
• Monitor and manage client insurance verification and billing communications, ensuring smooth administrative processes that support the clinical team.
• Manage video therapy rooms to ensure smooth online sessions and troubleshoot technical issues when needed.
• Complete your shift's task queue, inbox, and daily tracking so the next teammate starts each shift with a clean handoff.
• Provide high-level administrative support to therapists, streamlining client care processes and enhancing overall clinic efficiency.

Qualifications

• Fluency in English and French, both written and spoken.
• A proven track record and passion for high-quality customer service.
• Empathetic and understanding approach to client interactions.
• 5+ years of experience in healthcare, such as medical receptionist, service navigator, intake specialist, or a similar client care role.
• Experience with nurturing a lead into a client and retaining existing clients.
• Training or experience in healthcare customer service, medical administration, or supporting vulnerable populations.
• Experience working in mental health services is considered an asset.
• Strong interpersonal and communication skills.
• Experience working with therapists or other allied health professionals, with proficiency in technology and software for scheduling, communication, and video conferencing.
• Experience with Jane and HubSpot is an asset.
• Ability to multitask, manage schedules, and troubleshoot technical issues.
• Ability to work both independently and collaboratively within a team.
• Consistent availability on Saturdays and Sundays, plus midweek evenings (our extended hours run until 8 PM Pacific Time).
• A private, quiet, dedicated workspace and a reliable internet connection. Client calls include personal health information, so all calls must be taken from a closed, private space using a headset.

Benefits

• Hourly rate of $25.00, with 25 to 35 hours per week.
• Fully remote work environment.
• Health, dental, and vision benefits eligibility.