Mental Health Intake Coordinator 💙🌱💬 (Psychotherapy, Therapy, Medical, Healthcare, Clinics | Intake, Scheduling, Coordination, Billing Support, Admin Support, Phone, Email | EMR, Jane App | Remote)

About the Company

We're a Toronto psychotherapy clinic group offering modern, responsive mental health care with a down-to-earth wellness approach—not a traditional medical model. We're warm, friendly, and collaborative in everything we do. Our mission: We're dedicated to nurturing, healing, and empowering individuals through genuine connection. We meet clients exactly where they are—whether feeling stuck, scared, or overwhelmed—and support them in taking the next brave step forward on their mental health journey.

In a city that thrives on hustle culture and burnout, mental health concerns get brushed off as "being in your busy era." We see it constantly: high-functioning anxiety, emotional fatigue, the pressure to always be "on." It's time to choose something different. With over 50 compassionate
*Therapists*
across three Toronto locations, we help children, adults, and families find healing and lasting change through individual, child, adolescent, couples, and family therapy—from ADHD support to anxiety, depression, trauma recovery, grief, parenting, and more.

We serve Ontario residents—primarily in Toronto—both in-person and online, with 7-day support. What stands us apart: clients can always talk to a human. We answer our phones, follow up after sessions, and walk with clients through their entire journey. Our match guarantee means if a client's first
*Therapist*
isn't the right fit, we cover their next session at no charge. We handle insurance billing directly, and our
*Therapists*
are chosen from the top 1% of applicants for their skill, warmth, and experience.

Featured as "
*Best of Toronto*
" and covered by The Kit, Beach Metro, Toronto Sun, CTV News, Toronto Star, and Global News.

OUR COMPANY VALUES
guide our team and shape our culture:

- 🌱
Growth Mindset & Lifelong Learning:
We say "growth is good" and "here we grow"—we want people excited about growing professionally and learning from mistakes
- 🤝
Community, Humanity & Connection:
We're all human; we touch base with the community and stay connected to each other
- 💙
The 5 S's:
Seen, Safe, Significant, Secure, Soothed
- ⚖️
Integrity, Ethics & Equity:
Doing the right thing, always
- 🧘
Wellbeing & Professional Growth:
Supporting our team's mental health while they support others

We're a hybrid organization with 8 admin staff members (
*Operations Manager*
,
*Intake Team Lead*
,
*Intake Coordinators, Billing Administrator*
), fractional HR and accountant, a
*Clinical Team Lead*
, our
*Co-Founders*
, and over 50 contract
*Therapists*
delivering care online and in-person across three Toronto clinic locations. Our core team is based in East Toronto and the Midtown Toronto Area.

We're hands-on with close leadership and frequent check-ins. We have daily meetings and regular 1:1s, move fast, and stay connected through thorough communication throughout the day. We use a lot of emotional intelligence and a growth mindset throughout all our admin and client facing roles. We run on EOS (
*Entrepreneurial Operating System*
) to keep everyone aligned and accountable. We say "growth is good" and "here we grow"—we want people excited about growing and evolving as professionals, learning from mistakes along the way.

About the Role

We're looking for a
remote Mental Health Intake Coordinator
to be the warm, empathetic first point of contact for clients seeking mental health support. You'll be the voice clients hear when they're ready to take their first brave step—answering phones, managing emails, guiding them through intake, and eventually matching them with the right Therapist.

Some clients may be distressed or overwhelmed. You will use scripts and deescalation steps when needed, and ensure every person who reaches out feels seen, heard, and supported. You'll start with
*Tier 1*
client communications, phones, emails, scheduling, documentation, basic service questions, follow ups, and have a clear growth path into
*Tier 2*
intake counseling calls —we actively train and promote from within for candidates with psychology backgrounds.

Your day includes handling the morning email surge, coordinating with
*Clinicians*
and the
*Intake Team*
via group chat, and participating in our 5-6 PM wrap-up where we cross-check completions together. You'll be part of our 7-day support coverage—because healing doesn't stop on weekends.

Our IDEAL CANDIDATE
brings 3-5 years of experience in client coordination, intake roles, medical reception, or healthcare customer service, plus a degree in psychology, counseling, social work, or mental health support. You're skilled at managing high-volume communications (20-40 emails daily, thousands of phone minutes), following structured processes while thinking creatively when crises require it, and maintaining meticulous documentation. You have the training to understand mental health emergencies and the emotional maturity to hold space for vulnerability without losing professional boundaries. You are calm, organized, warm on the phone, and strong with written English. You follow SOPs and scripts closely, document accurately, and communicate proactively with the team. You're coachable and motivated to grow into more advanced intake support over time.

Performance Metrics:
Your performance will be measured by intake call completion and documentation accuracy (colour-coded), email response completeness with no outstanding items, and timely follow-ups with clients.

Reporting Structure:
You'll collaborate with
*Clinicians*
,
*Billing Administrators*
, and other
*Intake Team*
members through our group chat system. This position reports directly to our
*Operations Manager*
.

You’ll be doing things like:

- Inbound Communications & Client Follow-Ups (Tier 1)
: Answering phones using our VoIP system and managing 20-40 daily emails (18-20 on weekends); responding to web contact form submissions and internal referrals; logging all referrals in Google Sheets; sending 3-day follow-up emails to clients who completed consultations or first sessions but haven't rebooked; providing information about services,
*Therapist*
availability, and next steps; handling approximately 4,500 phone minutes per month across the team
- Billing Support:
Processing e-transfers as they come in; assisting with direct insurance billing claims through Jane app EMR software; supporting the billing team with payment follow-ups as needed; maintaining accurate financial documentation
- Intake Counseling Calls (Tier 2 - With Training):
Conducting scripted intake consultations to understand client needs and presenting issues; asking thoughtful questions to assess best
*Therapist*
fit based on specialization, approach, and personality; matching clients with appropriate Therapists; booking initial therapy sessions; documenting conversations accurately with colour-coding systems
- Team Coordination & Systems Management:
Updating
*Clinicians*
on new bookings, client cancellations, and rescheduling requests via Voxer group chat/email; coordinating with the Intake Team on daily task distribution (phones, emails, intake calls); participating in daily team meetings and end-of-day wrap-up (5-6 PM ET) to cross-check task completion; maintaining organized Google Workspace files; updating SOPs and process documentation; suggesting process improvements

Skills & Qualifications

- 3-5 years of prior experience in
*Intake Coordinator, Medical Receptionist, Clinic Coordinator, Healthcare Administrator*
, or similar healthcare/mental health admin roles
- Background in counseling, psychology, social work, mental health support, or related field (required)
- Ability to work assigned shifts (8AM - 4PM ET OR 12PM - 8PM ET) with consistent on-time attendance and strong reliability
- Experience with client management systems, scheduling, and maintaining accurate documentation (including color-coding and tracking)
- Excellent English communication—clarity and comprehension are essential (accent is fine)
- Strong ability to follow structured processes, scripts, SOPs, and decision frameworks with attention to detail
- Deep empathy and sensitivity to clients seeking mental health services; comfort handling crisis calls with discretion when they arise
- Warm team player who stays composed under pressure and thinks creatively in difficult situations
- Reliable internet connection and comfort learning new technology systems
- Proactive communication and willingness to learn best practices for Canadian mental health care

Bonus if you also have:

- Experience with Jane app (EMR software)
- Crisis line, helpline, or client support background
- Direct insurance billing exposure
- Remote/international team experience
- Familiarity with our tools:
VoIP phone system, Jane App (EMR), Google Workspace (Gmail, Drive, Docs, Sheets), Zoom, Voxer (team chat)

Position Details

Working Hours:
Choose one shift:

- *Option 1:*
Monday-Friday, 8:00 AM–4:00 PM ET
- *Option 2*
: Monday-Friday, 12:00 PM–8:00 PM ET

Adjusts with Daylight Saving Time.

Employment Type:
Full-time (40 hours/week), Exclusivity Preferred

Education:
 Degree in psychology, counseling, social work, mental health, or related field required

Level:
Junior (1-2 years of relevant work experience)

Compensation:

~ CAD $943-1,107 (IDR 11.5M-13.5M)
per month, based on experience. Structured as a
*Consultant Agreement*
(independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance.

Benefits of working with us:

- 🚀 Work directly with a forward-thinking Canadian company leading mental health innovation
- 🏡 Work from the comfort of your home
- 🏆 Incredibly talented teammates who care deeply about the work
- 🧘🏾‍♀️ Work-life balance: 8 hours a day, 5 days a week
- 💰 Above-market compensation
- 👩‍💼 Women-owned business with values-driven leadership
- 🧠 Professional development trainings on mental health topics (when timing allows)
- 📈 Clear growth path—Opportunities to learn, grow, and expand your role as the clinic continues to scale
- 🎉 Ongoing team recognition that highlights core values in action, with occasional rewards
- 🤝 Friendly, supportive culture rooted in emotional intelligence and psychological safety