Client Care Coordinator

Client Care Coordinator

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.