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EHN Canada is the nation's largest private network of industry-leading mental health, trauma, and addiction treatment facilities, each with a passion for providing quality treatment for Canadians. We are committed to both caring for our patients and supporting their loved ones. With over 100 years of collective experience, our inpatient, outpatient, and online programs are offered across the country, providing essential compassionate care to patients wherever they are.

EHN Canada prides themselves on providing both excellent and accessible care to all Canadians.

Position Summary

Reporting to the Client Care Coordinator Team Lead, the Client Care Coordinator (CCC) is responsible for all client administration and coordination throughout their stay in an Outpatient program or programs. The CCC will collaborate closely with other departments within Outpatient to ensure clients receive exceptional care and support during treatment. This role requires strong organizational and communication skills, as well as the ability to manage deadlines effectively.

Duties & Responsibilities:

Client Communication and Coordination

• Onboarding clients into their scheduled outpatient programs, including registration in electronic client scheduling portal.
• Liaising with the admissions team to coordinate client intake, including scheduling, e-health record creation, client onboarding, and billing coordination.
• Coordinating the readmission of current outpatient clients between EHN outpatient programs and/or transfer of inpatient clients to outpatient services.
• Work with clients to transition to other programs as needed.

Referral Communication

• Serve as the primary point of contact for client referrals and third-party funders, ensuring timely and accurate communication.
• Provide regular reporting, including attendance records, missed sessions, and early discharges.
• Collaborate with clinicians to complete and submit discharge summaries.
• Generate and send attendance reports as required.
• Assist the Quality Assurance Specialist in completing third-party report templates.

Data Management and Recordkeeping

• E-Health record management: ensure timely documentation in Electronic Medical Record and maintain client records as needed.
• Update and maintain CRM (Salesforce) records to ensure the accurate and efficient collection of outpatient data.
• Register and manage the flow of clients in electronic client scheduling portal, including assigning appropriate task packages.
• Update spreadsheets on SharePoint and familiarize with different documents/guides to assist with the role.

Administrative Support

• Be a resource for staff on Outpatient programming.
• Ensure tasks are completed in electronic client scheduling portal
• Support administrative requests from clients, providing Letters of Completion, Discharge summaries, handling requests related to legal matters.
• Triage client concerns to the appropriate program manager.
• Assisting with assigning group coverage for clinicians with scheduled and unscheduled absences
• Cover administrative duties for other programs as directed
• Support client access to the outpatient medical care physician as directed.

Supplementary Responsibilities

• Email/phone etiquette followed, directing clients and supporting them as appropriate.
• Assist with the coordination of drug monitoring for clients through Soberlink and Sure Hire.
• Other duties, as assigned.

Skills

• Ability to work remotely and prioritize workload
• Proficient in MS Office products (Excel, Word, MS Outlook, PowerPoint)
• Strong multi-tasking skills
• Excellent customer service skills
• Strong organizational and time-management skills
• Detail orientated.
• Adaptability in fast-paced environment
• Minimum 2 years' experience in an administrative role
• Experience with Electronic Medical Records systems an asset
• Experience with customer relationship management software an asset
• Experience in healthcare/mental health an asset

Education & Experience

• Post-secondary education or relevant experience
• Experience in medical or mental health administration an asset

Employee Benefits and Perks:

• Comprehensive benefits package including a yearly allowance of $2,000 for mental health and addiction services, plus $600 for various paramedical services (e.g., massage, physiotherapy)
• 24/7 Employee Assistance Program through GreenShield Health
• Competitive paid time off, with an extra paid day off for your birthday, offered to eligible employees
• Float Days and Recognized Statutory Holidays, providing additional flexibility and time off for eligible employees
• Access to in-house fitness facilities or discounted gym memberships
• Exclusive discounts through Perkopolis on entertainment, insurance, and more
• Opportunities for personal and professional growth through our Education Support Assistance program
• Supportive relocation opportunities due to our nationwide presence
• Defined Benefit pension plan with up to a 4% employer contribution
• Maternity and parental leave top-up
• Discounts available at Kids & Co. Daycare.

Artificial intelligence (AI) may be used to screen, assess, or select applicants for this position by analyzing application materials and generating recommendations to support human decision-making.

EHN Canada is an employment equity employer. If you should require accommodation during the interview process, please contact Human Resources.