Client Care Coordinator

About NuVista Mental Health

NuVista Mental Health operates a nationwide network of mental health clinics across Canada, emphasizing accessible, evidence-based, and patient-centered services. The organization’s expanding range of specialized branches supports diverse community needs from coast to coast.

Position Overview

As a Client Care Coordinator, you will play a pivotal role in supporting the multidisciplinary clinic's operations. Reporting directly to the Clinic Operations Manager, you serve as the initial contact for all clients visiting the clinic.

Primary Areas of Responsibility

• Client service management and front desk duties
• Appointment scheduling, coordination, and ensuring smooth clinic flow
• Handling billing processes, administrative tasks, and medical records upkeep
• Maintaining operational standards, compliance, and general office management

Detailed Responsibilities

• Provide exceptional client support both face-to-face and via virtual platforms
• Manage reception duties including greeting clients, check-in/out procedures, and creating a welcoming atmosphere
• Efficiently handle phone inquiries and email correspondence in a professional and timely manner
• Facilitate client intake and the booking of clinic programs
• Offer immediate troubleshooting assistance and support for clients and clinicians
• Co-ordinate clinician appointment calendars and monitor client arrivals to maintain clinic flow
• Collaborate closely with clinicians for seamless daily operation adjustments
• Adapt responsively to shifting clinic priorities and needs
• Process billing for both federal and private insurance plans and collect payments accurately
• Verify coverage details, manage insurance approvals, and follow up on billing inquiries
• Ensure precise data entry and maintain all digital records thoroughly
• Manage documentation including forms, scanning, and professional correspondence
• Adhere to standard operating procedures upholding confidentiality and professional conduct
• Keep the clinic environment neat, orderly, and well-managed
• Handle reception of mail, deliveries, and the organization of office and medical supplies
• Support ongoing administrative functions and contribute to staff training
• Participate actively in continuous improvement efforts enhancing clinic operations

Required Qualifications and Skills

• Preferred: Certification in medical administration or equivalent relevant experience
• Advanced proficiency with Microsoft Office applications—Word, Excel, Outlook, PowerPoint, SharePoint—and other office software and communication technologies
• Solid background in customer service with the capability to manage sensitive scenarios tactfully and professionally
• Experience with third-party insurance billing such as Blue Cross, VAC, or Canada Life is advantageous
• Familiarity with Jane EMR system is beneficial
• Exceptional verbal and written communication skills
• Strong ability to maintain confidentiality and accuracy in record keeping
• Excellent organization, time management, prioritization, and multitasking capabilities
• Detail-oriented with a strong dedication to quality work and problem-solving
• Quick adaptability and a proactive, positive work approach
• Effective working both independently and collaboratively within a team

Core Competencies

• Clear and effective communication, including active listening and presentations
• Technological proficiency and swift mastery of new tools to improve efficiency
• Building positive client relationships and responding promptly to their concerns
• Dependability with reliability in meeting deadlines and being accountable
• Upholding high ethical standards and maintaining confidentiality rigorously
• Strong interpersonal skills fostering collaboration and teamwork
• Ability to prioritize workload with a strong sense of urgency to meet timelines