Client Care Coordinator
True North Psychological Services & NuVista Mental Health
Full Time – In Office
Reports to: Clinic Operations Manager
About NuVista
NuVista Mental Health is a national network of mental health clinics serving communities across Canada. With locations from coast to coast and a growing portfolio of specialized sub-brands, NuVista is committed to accessible, evidence-based, and patient-centred care.
The Opportunity
The Client Care Coordinator will provide ongoing support for a multidisciplinary clinic. Reporting to the Clinic Operations Manager, you will be the first point of contact for clients coming into the clinic.
This role is responsible for:
- Client Service & Front Desk Operations
- Scheduling, Coordination & Clinic Flow
- Billing, Administration & Records Management
- Operations, Compliance & Office Management
Key Responsibilities
Client Service & Front Desk Operations
- Deliver excellent client service in person and virtually
- Manage reception (greeting, check-ins/outs, welcoming environment)
- Handle phone calls and emails professionally and promptly
- Support client intake and program booking processes
- Provide real-time troubleshooting and client/clinician support
Scheduling, Coordination & Clinic Flow
- Schedule appointments and coordinate clinician calendars
- Monitor client arrivals and support clinic flow
- Liaise with clinicians to ensure smooth daily operations
- Adapt to changing clinic needs and priorities
Billing, Administration & Records Management
- Process billing (federal/private insurance) and collect payments
- Verify coverage, manage approvals, and follow up on billing issues
- Perform accurate data entry and maintain digital records
- Handle documentation, forms, scanning, and correspondence
Operations, Compliance & Office Management
- Follow SOPs and uphold confidentiality and professional standards
- Maintain a clean, organized clinic environment
- Manage mail, deliveries, and office/medical supplies
- Support general administrative tasks and ongoing training
- Contribute to overall clinic operations and continuous improvement
Qualifications
- Medical administration certification or equivalent experience preferred
- Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint) and strong technical skills with office systems and communications tools
- Proven customer service experience
- Ability to build rapport while handling sensitive situations with professionalism and tact
- Experience with third-party insurance billing (e.g., Blue Cross, VAC, Canada Life) an asset
- Familiarity with Jane EMR an asset
- Excellent written and verbal communication
- Maintain strict confidentiality and accurate records
- Strong time management, prioritization, and multitasking abilities
- Detail-oriented with a strong work ethic and problem-solving mindset
- Quick learner with a positive, proactive attitude
- Works effectively both independently and within a team
Core Competencies
- Communication: Communicates clearly and effectively; strong presentation and active listening skills.
- Computer Skills: Proficient with technology; quickly learns new tools and leverages systems to improve efficiency and performance.
- Customer Service: Builds positive relationships and responds effectively to customer needs and concerns.
- Dependability: Reliable, accountable, and consistently meets deadlines and commitments.
- Ethics & Integrity: Demonstrates honesty, accountability, and maintains strict confidentiality.
- Interpersonal Skills: Builds strong relationships and works collaboratively with others.
- Sense of Urgency: Prioritizes effectively and meets deadlines in a timely manner.
