Client Services Coordinator

DIVISION: Virtual Intensive Outpatient Program

REPORTS TO: Client Services Manager

POSITION STATUS: Part-Time Permanent

LOCATION: Virtual

HOURS: 25 hours per week

REFERENCE NO: GNS 194

Position Summary

The Client Services Coordinator plays an essential role in supporting the daily operations of the VIOP. This position is responsible for assisting with client intake, scheduling, billing coordination and administrative support to maintain a smooth and client-centered experience. The ideal candidate is detail-oriented, organized, and passionate about providing compassionate care in a virtual environment. The Client Services Coordinator reports directly to the Client Services Manager.

Key Responsibilities

1. Process intake documentation, including forms and consent agreements.
2. Ensure accurate client setup in the EMR system.
3. Oversee clinician schedules to ensure efficient appointment flow.
4. Communicate changes, cancellations, or updates promptly to clients and staff.
5. Monitor program calendars and coordinate group sessions or special events.
6. Create and manage appointments & client rosters within the telehealth platform.
7. Liaise with the financial department to process client payments, generate invoices, address billing-related inquiries, and resolve payment issues to maintain accurate financial records.
8. Liaise with the clinical team to confirm billable sessions and provide accurate reporting to the financial team.
9. Maintain up-to-date client administration records, ensuring confidentiality and compliance.
10. Prepare and organize program reports, tracking key performance indicators and metrics.
11. Support leadership with administrative tasks such as managing program reports and documentation.
12. Assist with technology support for virtual platforms used in client sessions and team meetings.
13. Ensure adherence to organizational policies, procedures, and accreditation standards.
14. Support the implementation of quality assurance and improvement initiatives.
15. Act as a point of contact for clients with administrative concerns, resolving issues promptly and professionally.
16. Provide reminders for appointments, program updates, and other client-facing communications.

Key Qualifications

1. Excellent verbal and written communication skills with a professional and empathetic demeanor.
2. Strong organizational skills and attention to detail.
3. Proficiency in EMR systems, scheduling software, and Microsoft Office Suite.
4. Ability to handle multiple tasks and prioritize effectively in a remote environment.
5. Commitment to confidentiality, ethical standards, and client-centered care.

Key Skills

1. Organization and precision in all areas of the job.
2. Able to multi-task and have an eye for detail.
3. Effective interpersonal communication skills.
4. Ability to work independently when required and in group settings when required.
5. Good written and verbal communication skills, specifically in regard to reporting.
6. Complete awareness and adherence to confidentiality and privacy.
7. Effective interpersonal communication skills and work effectively with others.
8. Knowledge of theory, principles, and practices in the field of addictions.

Additional Information

This position is required to work in a stressful environment, often dealing with clients in crisis situations. The ability to function independently and frequently under pressure while managing multiple concurrent duties, including managing emergency situations, is an expectation of this job. This is a remote position requiring a dedicated workspace and reliable internet connection. Occasional in-person meetings or events may be required (location – Markham ON).

About The Company

At the Canadian Addiction Treatment Centres, we strive to be leaders in the industry by creating access to best-in-class treatment to the communities that we serve. Our mission is to improve the lives of individuals living with the devastating effects of drug addiction. We focus on the quality of care and patient experience while providing an encouraging, compassionate, and judgement-free environment. We apply a multidisciplinary, evidence-based approach and strive to provide quality of care and patient experience while providing an encouraging, compassionate, and judgement-free care environment. Each of our clinics offers integrated medical and pharmacy services specifically designed to engage patients in a manner that promotes the development of a strong therapeutic relationship between the patient and his/her CARE team.

Please visit www.canatc.ca for more information!

Canadian Addiction Treatment Centres remains an inclusive and equal opportunity employer committed to providing accommodations for all applicants upon request at any stage of the selection process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.