Client Care Coordinator

About the Organization

EHN Canada operates the country’s largest private network of leading mental health, trauma, and addiction treatment centres. With more than a century of combined experience, the organization provides inpatient, outpatient, and online care across Canada, with a focus on compassionate support for patients and their families.

The organization is committed to delivering care that is both high-quality and accessible to people across the country. The work in this role supports programs that help change lives.

Role Overview

The Client Care Coordinator will report to the Client Care Coordinator Team Lead and oversee client administration and coordination throughout a client’s time in an outpatient program. This position works closely with teams across the outpatient division to help ensure clients receive organized, timely, and supportive care during treatment.

The role calls for excellent communication, strong organization, and the ability to manage multiple priorities and deadlines in a remote environment.

Client Communication and Intake Coordination

• Welcome clients into their scheduled outpatient programs and complete registration in the electronic client scheduling portal.
• Work with the admissions team on intake coordination, including scheduling, creation of e-health records, onboarding, and billing support.
• Coordinate readmissions for existing outpatient clients across EHN outpatient programs and manage transitions from inpatient care into outpatient services when needed.
• Support clients as they move into alternative programs, where appropriate.

Referral and Reporting Support

• Act as the main contact for client referrals and third-party funders, making sure communication is prompt and accurate.
• Prepare and share ongoing reports, including attendance information, missed sessions, and early discharge details.
• Partner with clinicians to complete and submit discharge summaries.
• Create and distribute attendance reports as required.
• Support the Quality Assurance Specialist with third-party report templates.

Records, Systems, and Data Management

• Maintain e-health records and ensure documentation is entered into the Electronic Medical Record on time.
• Keep CRM records in Salesforce current so outpatient data is captured accurately and efficiently.
• Manage client flow within the electronic scheduling portal, including assignment of the appropriate task packages.
• Update SharePoint spreadsheets and become familiar with related documents and guides needed for the role.

Administrative Support

• Serve as a knowledge resource for staff regarding outpatient programming.
• Make sure tasks are completed in the electronic client scheduling portal.
• Handle administrative requests from clients, including Letters of Completion, discharge summaries, and matters connected to legal requests.
• Escalate client issues to the appropriate program manager.
• Help assign group coverage for clinicians who are absent, whether scheduled or unscheduled.
• Provide administrative coverage for other programs as needed.
• Support client access to the outpatient medical care physician as directed.

Additional Duties

• Use professional email and phone etiquette while directing and assisting clients.
• Help coordinate drug monitoring for clients through Soberlink and Sure Hire.
• Carry out other duties as assigned.

Required Skills and Experience

Success in this role requires someone who can work independently from home, manage a busy workload, and adapt quickly in a fast-moving setting. Strong customer service, organizational, and time-management abilities are essential, along with excellent attention to detail.

Applicants should be comfortable using MS Office tools such as Excel, Word, Outlook, and PowerPoint. A minimum of 2 years of experience in an administrative position is required. Experience with electronic medical records, customer relationship management systems, and healthcare or mental health environments would be an advantage.

Education

Post-secondary education or equivalent relevant experience is needed. Background in medical or mental health administration is considered an asset.

Benefits and Perks

• Comprehensive benefits that include a yearly allowance of $2,000 for mental health and addiction services, plus $600 for paramedical services such as massage and physiotherapy.
• 24/7 employee assistance support through GreenShield Health.
• Competitive paid time off, including an extra paid birthday day off for eligible employees.
• Float days and recognized statutory holidays for added flexibility and time away from work, for eligible employees.
• Access to on-site fitness facilities or reduced-rate gym memberships.
• Discounts through Perkopolis on entertainment, insurance, and other offerings.
• Opportunities for development through the Education Support Assistance program.
• Relocation support opportunities across the organization’s nationwide network.
• A defined benefit pension plan with employer contributions of up to 4%.
• Maternity and parental leave top-up.
• Discounted daycare access through Kids & Co.

Additional Information

Artificial intelligence may be used to screen, evaluate, or help select applicants by reviewing application materials and generating recommendations for human review.

EHN Canada is an equal opportunity employer. Accommodation during the interview process can be requested through Human Resources.