Client Care Navigator

About The Role:

The Client Care Navigator plays a central role at Healthy Minds Psychotherapy, a multi-clinician, trauma-informed group practice offering individual and couples therapy in person in Toronto and virtually across Ontario.

This person supports individuals at the moment they reach out for care and guides them through their first steps into psychotherapy. The role centres on helping clients feel heard, supported, and informed, while also building trusted connections with physicians, student health services, fertility clinics, and community organizations, etc.

Working closely with the Clinical Director and Office Manager, the Client Care Navigator supports smooth clinic flow, strong referral relationships, and an excellent client experience. All work is carried out within college regulatory and PHIPA guidelines. Any questions involving clinical decision-making or risk are escalated promptly to the Clinical Director, or to a designated clinical lead when the Clinical Director is unavailable. This is not a crisis service role, and the Navigator will be trained on how to respond if a client in distress reaches out.

Key Responsibilities:

In the initial part-time phase, the focus will be on intake, follow-up, and referral coordination, with other responsibilities growing as hours increase.

1. Client-centred intake and care navigation

•      Serve as the first point of contact for individuals reaching out to the clinic by phone, email, fax, OceanMD, and the website

•      Provide warm, timely, trauma-informed communication that reduces barriers to care

•      Guide clients through intake steps and available options using clear, non-clinical language

•      Collect required intake information and identify stated concerns at an administrative level

•      Support thoughtful matching to clinicians based on availability, expressed preferences, and logistics

•      Schedule consultations and first appointments, with confirmation and next-step guidance

•      Escalate any information suggesting potential risk or safety concerns to the Clinical Director immediately

2. Ongoing client support and continuity

•      Maintain a responsive, compassionate presence across all communication channels

•      Follow up respectfully and without pressure on inquiries that have not booked, incomplete intakes, and missed consultations

•      Reach out to clients the clinic has not heard from as part of attentive, client-centred care

•      Answer non-clinical questions about insurance, benefits, and scheduling

•      Monitor the client experience from first contact to first session

3. Waitlist navigation

•      Track and manage waitlists for clinicians, programs, and groups

•      Provide periodic updates and gentle check-ins to keep clients connected

•      Coordinate transitions from waitlist to active care as space opens up

4. Physician and referral partner connections

•      Serve as a consistent point of contact for referring physicians, clinics, and organizations

•      Acknowledge and coordinate referrals promptly using PHIPA-compliant systems (OWL, OceanMD, secure fax)

•      Support continuity of care through clear, non-clinical communication, with documented client consent

•      Help build and maintain referral relationships through timely follow-up and reliable, responsive communication

•      Coordinate referral materials and clinic updates with the Clinical Director

•      Track inbound and outbound referrals, including external referrals where appropriate

5. Clinic flow and operational support

•      Support new-client scheduling, cancellations, and rescheduling

•      Monitor clinician availability and caseload capacity, and share insights with leadership

•      Maintain accurate records using Google Workspace, OWL, and internal tracking tools

•      Support clinicians with administrative coordination related to onboarding and group readiness

6. Group program navigation

•      Support registration, onboarding, and waitlists for therapy groups

•      Communicate start dates, expectations, and documentation clearly and compassionately

7. Data, insights, and growth support (non-clinical)

•      Track inquiry and referral sources, including physicians, organizations, the website, social media, and word of mouth

•      Maintain an organized referral and intake pipeline

•      Prepare simple monthly summaries on inquiry volume, conversion trends, referral patterns, and capacity

•      Share observations with leadership to support thoughtful growth and access planning

•      Work with the Social Media Coordinator to share aggregate, non-identifying trends from inquiries and referrals that help improve our marketing strategies

8. Process improvement

•      Notice where intake, referral, and scheduling processes could work better, and bring forward practical ideas

•      Help develop and refine workflows, templates, and tracking tools

•      Take ownership of small projects that improve the client experience from first contact to first session

•      Help put new processes into practice and support the team through changes

Who Thrives In This Role

You notice what needs doing before you're asked. You take initiative, follow things through, and enjoy bringing order to a busy day. When something isn't working well, you suggest a better way and help make it happen.

At Healthy Minds Psychotherapy, we are always improving, and so are our processes. Continuous improvement is part of how you think, and you are comfortable with change. You can adapt as the clinic grows and see new systems as a chance to do things better.

You are warm and calm with people who may be reaching out at a difficult time, and you know when something needs to go to the Clinical Director.

Qualifications

Education and experience

•      At least 2 years of experience in a client-facing role in a medical, mental health, or similar setting

•      Degree or diploma in psychology, social work, counselling, or a related field preferred

•      Comfort and/or experience speaking with people who may be distressed, and knowing when to escalate concerns

•      Knowledge of and experience working within PHIPA and confidentiality requirements

Skills

•      Clear, warm, and professional communication by phone, email, and in writing

•      Strong organization and follow-through, with the ability to manage multiple priorities

•      Comfort learning new systems; experience with OWL Practice, OceanMD, or Google Workspace is an asset

•      Sound judgment and the ability to work independently while knowing when to check in

•      Interest in data, tracking, and finding ways to make processes work better

Remote Work Requirements

•      Ontario-based candidates preferred

•      A private, quiet workspace where calls and client information cannot be seen or overheard

•      Reliable, secure internet connection

•      Your own computer and phone (the clinic does not provide devices)

•      Successful completion of a background checkPreferred Qualifications:

Role Details And Growth

This role begins part-time, with a planned pathway to full-time as the clinic grows. The responsibilities will evolve over time, with opportunities to take on greater responsibility and help shape how the clinic runs.

•      Employment type: Part-time employee

•      Location: Remote

•      Hours: 10 to 20 hours per week to start, weekday daytime (about 2 to 4 hours per day)

•      Reports to: Clinical Director

•      Compensation: $23 to $27 per hour, depending on experience

Why Work With Us

At Healthy Minds Psychotherapy, you'll be the person who helps someone take their first step into therapy. That first conversation matters, and you'll see the difference your work makes every day.

•      Flexibility: Work remotely with weekday daytime hours that fit around your life

•      Meaningful work: Help reduce barriers to mental health care for people across Ontario

•      Training and support: Thorough onboarding and ongoing guidance from the Clinical Director

•      A growing practice: Join a team that is expanding, with real opportunities for your role to grow alongside us

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