Client Care & Administrative Coordinator
Step Stone Psychology
Position Type: Permanent Full-Time
Schedule: Monday–Friday, 9:00 AM – 5:00 PM
Location: Hybrid – Tuesday, Wednesday, and Thursday in-office at our North York location (Yonge & Finch), Monday and Friday predominantly remote. Occasional in-person support at our Downtown (Sherbourne & Bloor) office as required.
Salary: $50,000 per year
About Step Stone Psychology
Step Stone Psychology is a growing private psychology and psychotherapy practice dedicated to providing compassionate, evidence-based mental health and assessment services to children, adolescents, adults, couples, and families. Our team is collaborative, supportive, and committed to ensuring every client receives exceptional care from their first point of contact through their therapeutic journey.
We are seeking an experienced, highly organized, and client-focused Client Care & Administrative Coordinator to join our team. This role is ideal for someone who enjoys meaningful client interaction, thrives in a fast-paced environment, and takes pride in ensuring both clients and clinicians have the support they need to succeed.
Position Overview
The Client Care & Administrative Coordinator serves as the primary point of contact for prospective and current clients and plays a key role in the day-to-day operations of the practice.
This position is approximately:
- 50% Client Care & Intake Coordination
- 40% Administrative & Operational Support
- 10% Special Projects & Team Support
The successful candidate will guide clients from their initial inquiry through therapist or assessor matching, onboarding, scheduling coordination, and ongoing administrative support. The role also provides operational support to clinicians, practicum students, and management to help ensure the smooth delivery of both virtual and in-person psychological and psychotherapy services across our office locations.
Bilingual candidates (French, Cantonese, Mandarin, Korean, Farsi, and other languages commonly spoken in our community) are strongly encouraged to apply.
Key ResponsibilitiesClient Care & Intake Coordination (50%)
- Serve as the first point of contact for prospective and current clients via phone, email, text, and online inquiries
- Respond promptly and professionally to client inquiries and service requests
- Conduct intake calls with warmth, empathy, and professionalism
- Gather and organize client information to facilitate appropriate therapist and assessor matching
- Manage clients through the intake process from first contact to successful onboarding
- Schedule consultations, meet-and-greets, assessments, and psychotherapy appointments for virtual and in-person services
- Send, track, and follow up on consent forms, intake documentation, questionnaires, and payment information
- Contact clients following clinician matching to explain next steps, answer questions, and ensure onboarding requirements are completed
- Assist clients with billing, invoicing, payment processing and inquiries, insurance confirmations, and receipting requests
- Maintain accurate and confidential client records in the Electronic Health Record (EHR) system
- Monitor intake, assessment, and program trackers to ensure client progress is documented and up to date
- Support program-specific workflows (third-party payor supported services) with administrative processes
- Follow up with prospective clients who have been in contact but have not completed the intake process or have become inactive to assist with engagement
- Review client profiles to ensure all required documentation has been completed and follow up as necessary
Administrative & Operational Support (40%)
- Provide administrative support to clinicians, practicum students, and the leadership team
- Support daily operations across both virtual and in-person services at the North York and Downtown office locations
- Maintain and update internal administrative procedures, workflows, orientation materials, and resource documents
- Maintain office supplies, psychological tests and materials stocks and support procurement processes.
- Coordinate calendars, scheduling logistics, and internal communications
- Assist with digital faxing, document management, electronic records, and administrative systems
- Maintain clinician profiles, availability information, and internal databases
- Monitor shared email accounts, respond to inquiries, and ensure inquiries are routed appropriately
- Review and update website content and clinician profiles to ensure information remains accurate and current
- Track and process client invoices, payments, receipts, and related administrative documentation
- Support accounts receivable and payable processes as assigned
- Send reminders for peer supervision groups, didactic training sessions, and internal meetings
- Provide coverage and support for administrative team members during absences or peak periods
- Attend team meetings and contribute to ongoing operational improvements
Special Projects & Team Support (10%)Practicum Recruitment & Match Process
- Receive and organize practicum applications, resumes, and reference letters
- Maintain applicant tracking systems and recruitment documentation
- Coordinate interviews, scheduling, Zoom links, and candidate communications
- Support leadership with recruitment planning and candidate evaluations
- Prepare and send practicum offers and related communications
Practicum Student Onboarding
- Coordinate orientation logistics and onboarding documentation
- Gather student availability and develop placement schedules
- Assist with orientation planning, materials, and administrative setup
- Coordinate training schedules and related communications
- Serve as an administrative resource for practicum students throughout their placement
Team Events & Initiatives
- Assist with planning staff events, celebrations, and annual gatherings
- Support special projects and operational initiatives as assigned
- Contribute to a positive, collaborative team culture
Qualifications
Required:
- Minimum 2 years of experience in client services, healthcare administration, intake coordination, or a related administrative role
- Exceptional customer service and interpersonal skills
- Strong organizational skills with the ability to manage multiple priorities simultaneously
- Excellent written and verbal communication skills
- Ability to work independently while also collaborating effectively within a team
- High attention to detail and strong problem-solving abilities
- Professional, compassionate, and client-centered approach
- Strong proficiency with technology, scheduling systems, and digital communication tools
- Ability to maintain confidentiality and handle sensitive information with discretion
Preferred:
- Experience working in a psychology, mental health, healthcare, or allied health setting
- Knowledge of PHIPA and privacy requirements in healthcare environments
- Experience with Electronic Health Record (EHR) systems
- Experience supporting healthcare professionals, trainees, or practicum students
- Familiarity with billing, invoicing, and administrative financial processes
- Bilingual or multilingual abilities
- Experience working with diverse client/patient populations (e.g., culture/ethnicity, sexuality, gender-, and neuro-diverse individuals, range of socio-economic positionalities)
What We Offer
- Meaningful work supporting clients seeking mental health services
- A collaborative, supportive, and values-driven team environment
- Hybrid work arrangement
- Opportunities for professional development and skill growth
- Exposure to a variety of clinical services and operational functions within a growing psychology practice
- A workplace culture that values compassion, teamwork, and excellence in client care
- Extended Healthcare Benefits opportunities
How to Apply
Please submit your resume and a cover letter outlining your experience and interest in the position.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Step Stone Psychology is committed to creating an inclusive and equitable workplace and encourages applications from individuals of all backgrounds and lived experiences.
Pay: $50,000.00 per year
Benefits:
- Company events
- Extended health care
- On-site parking
Ability to commute/relocate:
- North York, ON M2N 2J1: reliably commute or plan to relocate before starting work (required)
Experience:
- Administrative/Client Care: 2 years (preferred)
Work Location: Hybrid remote in North York, ON M2N 2J1
