Bilingual Care Coordinator (Part-time, Weekends & Evenings)
About The Position
Shift Collab is a virtual therapy practice serving Canadians across the country. The Bilingual Care Coordinator supports clients in English and French throughout their therapy journey, from initial contact and intake through ongoing care. The role combines empathetic client support with operational and administrative coordination, working closely with clinical and operations teams to help make care accessible and ensure a smooth experience for clients and therapists. This hourly, part-time role offers 25 to 35 hours per week. The ideal candidate is consistently available on Saturdays and Sundays, as well as midweek evenings; extended hours run until 8 PM Pacific Time. The position is fully remote and open to applicants anywhere in Canada, with candidates in British Columbia or Alberta especially encouraged to apply. Because calls may involve personal health information, the employee must use a headset and take calls from a closed, private workspace with reliable internet.
Requirements
- Fluency in written and spoken English and French.
- A proven track record of, and passion for, high-quality customer service.
- An empathetic and understanding approach to client interactions.
- At least 5 years of experience in healthcare, such as medical reception, service navigation, intake, or a similar client-care role.
- Experience nurturing leads into clients and retaining existing clients.
- Training or experience in healthcare customer service, medical administration, or supporting vulnerable populations.
- Strong interpersonal and communication skills.
- Experience working with therapists or other allied health professionals, with proficiency in scheduling, communication, and video-conferencing software.
- Ability to multitask, manage schedules, and troubleshoot technical issues.
- Ability to work independently and collaboratively as part of a team.
- Consistent availability on Saturdays and Sundays, plus midweek evenings; extended hours run until 8 PM Pacific Time.
- A private, quiet, dedicated workspace and reliable internet connection; client calls must be taken in a closed, private space using a headset.
Nice To Haves
- Experience working in mental health services.
- Experience with Jane and HubSpot.
Responsibilities
- Demonstrate advanced empathy and clinical insight when handling complex situations and supporting clients.
- Engage potential clients through the intake process and manage expectations with care and clarity.
- Encourage and support clients who may be hesitant to attend therapy, helping them explore its potential benefits.
- Conduct intake conversations by phone or video, build rapport, and guide clients toward therapists suited to their needs.
- Manage incoming email, phone, and live-chat communications from clients, referral partners, and therapists in English and French.
- Coordinate clinic and therapist schedules, monitor the waitlist, and use scheduling strategies to support efficient appointment management.
- Schedule therapy sessions and consultations, promptly resolve scheduling issues, and anticipate potential conflicts.
- Monitor client insurance verification and billing communications.
- Manage video therapy rooms and troubleshoot technical issues when needed.
- Complete the shift task queue, inbox, and daily tracking to provide a clean handoff to the next teammate.
- Provide administrative support to therapists and streamline client-care processes.
Benefits
- Fully remote work environment.
- Eligibility for health, dental, and vision benefits.
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What This Job Offers
Job Type
Part-time
Education Level
No Education Listed
