Clinic Manager

Centre for Psychology and Emotional Health

The Centre for Psychology and Emotional Health is a well-established practice in downtown Toronto, located at Bay and Bloor. We provide evidence-based therapies such as Emotion-Focused Therapy (EFT); Cognitive Behavioral Therapy (CBT); Dialectical Behavior Therapy (DBT); and Mindfulness Based approaches. We value psychotherapy integration, diversity, and a warm, collaborative, educational environment that facilitates learning from each other’s unique strengths and perspectives.

This is a full-time, in-person Clinic Manager role, and you will be working in conjunction with the existing Clinic Manager. We are looking for someone who can make a long-term commitment to this position. The ideal candidate has a minimum of 2 years’ experience in office administration and management duties, and ideally possesses a background or interest in the mental health field. In addition, they have experience in a customer facing setting, dealing with client issues, as well as managing members of a team. You will be overseeing an administrative support team. As a Clinic Manager, you will be in a leadership position that will manage the overall operations of the office as well as assist in developing and implementing the vision and strategy for future growth. The Clinic Manager will also provide expertise to ensure all clients receive high-quality, efficient care. The ideal candidate will be extroverted and approachable, they exude warmth and can draw out team members making them feel comfortable. As well, they will seek out opportunities to create connections with colleagues and Associates.

Within a psychology clinic, one may need to interact with clients who are emotionally distressed. The ability to remain professional under pressure as well as being able to communicate well with clients to address their concerns is essential to being successful in this role.

Our Centre is a warm, friendly, welcoming place to work. We create a positive work environment for our staff and team of therapists and provide opportunities to foster supportive work relationships. Our team has a strong collaborative work ethic, and we are committed to providing ongoing professional development through our extensive resource library and online video discussions.

Please note, only applicants that submit both a cover letter and resume will be considered.

The responsibilities of the role include, but are not limited to:

1. Overseeing daily operations of the Clinic, ensuring all administrative processes are run smoothly.
2. Greeting clients and visitors and creating a welcoming and comfortable environment, supporting clients with inquiries and appointment bookings.
3. Resolving client concerns promptly and professionally and discussing complex situations with Clinic Director as needed.
4. Managing client feedback and implementing improvements to enhance client satisfaction.
5. Supporting Clinic Director with any tasks or administrative needs.
6. Providing escalated support to a team of therapists including handling client concerns, enforcing clinic policies, and assisting with client billing issues.
7. Corresponding with service providers, insurance companies, and EAP partners, including sending 3rd party payment requests, completing and submitting progress reports, processing claims payments, and handling billing inquiries.
8. Managing incoming inquiries and referrals through telephone, email, and fax.
9. Scheduling and confirming appointments for therapists as needed, based on therapist availability.
10. Financial duties, including accounts payable and receivable.
11. Reconciling daily charges, making bank deposits, conducting regular quality checks on client account balances, and quality check of clinic bank accounts.
12. Managing patient records, ensuring accuracy, confidentiality, and compliance with relevant regulations.
13. Processing monthly associate compensation, completing quality checks, and processing payroll for independent contractors.
14. Notifying clients of changes in appointment fees and ensuring appointment bookings and billings are reflective of new rates.
15. Organizing month-end reporting and year-end reporting for Accountant.
16. Maintaining up-to-date client and associate records and documentation.
17. Managing online booking software, updating associate schedules and fees, and providing technical support as needed.
18. Overseeing and managing daily office operations and ensuring accuracy of office functions, and assisting as needed with client relations, maintenance and compiling client clinical records.
19. Renewal of required certifications and licenses for the clinic and Director.
20. Managing tenancy agreements and monthly rental payments.
21. Overseeing government supported programs and applications for the clinic.
22. Handling Sliding Scale requests and tracking availability of sliding scale spots and payment collection.
23. Supporting Clinic Director and Clinical Care Coordinator with the Training and Education division.
24. Purchasing items for inventory, clinical supplies, and required technology as provided by the Office Administrator.
25. Organizing consultation group series with Clinic Director and group trainer.
26. Supporting Clinic Director with onboarding of new associates and administrative support staff.
27. Hiring and overseeing the volunteer program, including providing training, feedback, and evaluations of progress.
28. Completing documentation for student associates in supervised practice with the College of Psychology of Ontario and collecting updated documentation for database.
29. Maintaining associate office sharing schedule and online availability to ensure the office operates at optimal capacity.
30. Reporting annual IPC breach statistics and additional government required reports.
31. Reviewing current clinic policies and procedures and making recommendations to ensure efficiency of systems and accessibility for all clients and staff.
32. Monitoring and overseeing Jane App scheduling system and optimizing scheduling efficiency.

Skills that would be an asset (but are not mandatory):

1. Creating digital content and designs.

Schedule: Monday to Friday | 8 hours (daytime and evening shifts)

The Clinic operates from 9am-9pm, so we are looking for someone who has flexibility with both daytime and evening shifts throughout the week. Be available by phone off hours for urgent matters and emergencies at the Clinic.

Qualifications required:

1. Bachelor’s degree or College diploma in office administration, Psychology, Social Work, or other relevant field in mental health - or comparable work experience.
2. A minimum of one-year of work experience in a related field.
3. Interested in a career path in office administration.

Skills required:

1. Demonstrated ability to take initiative and act independently using sound judgement and accept direction or seeking guidance when needed.
2. Experience with accounts receivable and accounts payable is an asset.
3. Comprehensive understanding of client confidentiality, HIPPA compliance, and client records retention standards.
4. Excellent organizational skills and ability to manage competing priorities effectively.
5. English fluency: must have advanced level proficiency in both written and verbal English.
6. Excellent writing skills as this position requires clinic forms to be created and reviewed.
7. Proficient computer skills and experience using Microsoft Office 365 programs.
8. Experience with clinic scheduling software is an asset and an ability to troubleshoot and learn new programs quickly.
9. Demonstrated leadership, reliability, and flexibility.
10. Strong interpersonal communication skills and ability to maintain composure when engaging in difficult conversations.
11. Ability to interact professionally and respectfully with clients and associates of different ages and cultural backgrounds.
12. A genuine interest in psychology, counseling, social work, or healthcare is an asset.
13. Attention to detail and a high level of discretion and sensitivity when handling confidential information.
14. Experience in customer service and/or a high-pressure, multitasking, competing deadlines environment.
15. Able to work independently or as part of a team.
16. Warm presence, positive attitude, and ability to communicate well with team members and clients, and a commitment and dedication to relationship building with our team of associates and staff.
17. Ability to effectively deal with stressful client situations.

For further information about our practice please visit us at www.cpeh.ca

Interested candidates can forward a copy of a cover letter and resume to Meaghan Cooper at, hello@cpeh.ca. Please review our Clinic’s website and in your cover letter, please say something that we do at the Clinic and explain why you would be the right person for this position.

Only applicants that submit both a cover letter and resume will be considered.

About Centre for Psychology and Emotional Health

Centre for Psychology and Emotional Health in Toronto, Ontario, Canada