Client Care Coordinator

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.