Office Administrator / Intake Coordinator

About us:

Toronto Brain Health is a psychology practice serving adults aged 18 years and older. We provide assessment and treatment for concussion, moderate-to-severe traumatic or acquired brain injury, ADHD, psychological conditions, age-related changes, and early dementia. We also accept third-party referrals and conduct independent medical examinations. We are committed to providing high quality, compassionate, evidence-based services.

Our work environment is warm and collegial. We are in North York near major highways and a 3-minute walk from Sheppard West subway. There is paid parking onsite.

About the role:

Reporting directly to the two clinic directors, the administrator / intake coordinator is integral to both our client services and to the smooth operation of our business. As the primary point of contact for prospective clients, the administrator/ intake coordinator is responsible for overseeing and administering the intake process, from completing new client phone screens, facilitating client-psychologist assignment based on fit, booking appointments, and managing the waitlist. The ideal candidate is a seasoned, motivated, and organized individual with a customer satisfaction focus. The role further includes provision of administrative support in many aspects of business operation, and tag teaming with the other administrator/ intake coordinator to cover off clinic processes.

Position: Administrator / Intake coordinator, part-time, hybrid.
Work hours / week: 10 hrs total, split between Tuesdays and Thursdays
Pay: $21 – 24/ hr.

Responsibilities:

• Manage incoming referrals via phone, email, fax, and website.
• Conduct intake phone screens of new clients to gather relevant information and assess their needs.
• In consultation with the clinic directors, optimize caseloads for psychologists based on their availability, areas of practice, and the specific needs of clients.
• Generate new ideas to optimize intake processes, systems, templates, and office administration.
• Track intake metrics and provide regular reports to the clinic directors.
• Manage incoming assessment referrals, scheduling, and maintaining communication with third-party referral sources.
• Ensure excellent customer service throughout with professionalism, prompt replies, and proactively responding to and resolving client concerns.
• Promote a positive and accepting work environment.
• Troubleshoot and test software systems that support intake processes and initial client appointments.
• Maintain and update digital client files with incoming documents and communications.
• Assist in compiling clinical notes and records for third-party records requests.
• Assist in the collection of outstanding payments.
• Assist in HCAI administration, including submission of billing and receivables to insurance companies.
• Process online service payments and send invoices to clients.
• Assist psychologists with administrative needs including faxing reports, correspondence, and invoices, to referral sources.
• Take inventory of and order office and clinical supplies.
• Maintain professional appearance of the office.

Requirements:

• College diploma in medical administration or a related field, or undergraduate degree.
• Minimum 3 years of experience as an intake coordinator and/or in client care, preferably in a health-related or psychology clinic.
• Minimum 3 years of experience in an administrative role.
• Excellent computer software knowledge (MS Word, Excel, Outlook, Teams, patient management software, PDF editors), ability to troubleshoot and learn new programs quickly.
• Experience in customer service and/or a high-pressure, multitasking, and competing-deadline work environment.
• Demonstrated ability to take initiative and act independently using sound judgement, as well as accepting direction or seeking guidance when needed.
• Good interpersonal skills, with tact and discretion in dealing with arising sensitive and confidential matters.
• Excellent verbal and written communication skills.
• High degree of professionalism, courteous, warm, and patient manner toward clients.
• Maintain and handle personal health information in a confidential way and in accordance with provincial regulations.
• Perform duties with the highest level of confidentiality and integrity.
• Highly organized with strong attention to detail.
• Criminal record check.

Assets:

• Current / prior experience in an administrative and/ or intake coordinator role at a psychology practice.
• Experience working with mental health populations.
• Experience with Owl Practice.

Interested candidates are encouraged to send a cover letter and resume addressed to Drs. Svoboda and Lombardi at contact@torontobrainhealth.com