Bilingual Care Coordinator (Part-time, Weekends & Evenings)

Accountabilities: Provide empathetic, client-centred support to individuals navigating mental health services, using sound judgement and sensitivity when handling complex or emotionally challenging situations. Guide prospective clients through the intake process, answer questions, clarify expectations, and encourage individuals who may be hesitant about starting therapy to explore appropriate support options. Conduct intake conversations by phone or video, establish rapport, understand client needs, and help match individuals with suitable therapists. Manage incoming communications, including phone calls, emails, and live chats from clients, therapists, and referral partners in both English and French. Coordinate therapist and clinic schedules, manage waitlists, optimize appointment availability, and anticipate or resolve scheduling conflicts efficiently. Ensure therapy sessions and consultations are scheduled accurately, addressing appointment changes and administrative issues promptly. Monitor insurance verification and billing-related communications, helping maintain accurate information and smooth administrative processes. Manage virtual therapy rooms and troubleshoot technical issues to support reliable, uninterrupted online sessions. Provide administrative support to therapists and collaborate with clinical and operations colleagues to improve care coordination and overall service efficiency. Maintain organized inboxes, task queues, and daily tracking records, ensuring accurate documentation and clear handovers between shifts. Uphold confidentiality and professional standards when handling sensitive client information, ensuring all communications and remote work practices protect client privacy. Requirements Fluency in both English and French, including excellent written and verbal communication skills, is essential. At least five years of experience in healthcare, medical administration, client care coordination, service navigation, patient intake, or a comparable customer-facing role. A strong track record of delivering high-quality customer service, with the ability to build trust, communicate clearly, and create positive client experiences. Demonstrated empathy, emotional intelligence, and sensitivity when supporting individuals who may be experiencing stress, uncertainty, or other personal challenges. Experience guiding prospective clients through a service journey, converting inquiries into active clients, and supporting ongoing client engagement and retention. Training or practical experience in healthcare customer service, medical administration, or supporting vulnerable populations. Experience working in mental health services or alongside therapists and other allied health professionals is an asset. Strong organizational and time-management skills, with the ability to multitask, prioritize competing demands, and maintain accurate records in a fast-paced environment. Confidence using digital tools for scheduling, client communications, and video conferencing, as well as the ability to troubleshoot routine technical issues. Familiarity with Jane, HubSpot, or similar practice management and customer relationship management platforms is an advantage. The ability to work independently while collaborating effectively with a multidisciplinary team. Consistent availability on Saturdays and Sundays, along with weekday evening availability. Extended service hours may run until 8:00 p.m. Pacific Time. A dedicated, quiet, private workspace and reliable internet connection are required. All client calls involving personal health information must take place in a closed, private space using a headset. A genuine interest in client care, mental health accessibility, and administrative support. This position is intended for professionals committed to care coordination and administration rather than those pursuing or planning to pursue a career as a therapist. Benefits Competitive hourly compensation: $25.00 per hour. Part-time flexibility: 25–35 hours per week, with a schedule focused on weekends and weekday evenings. Fully remote work: Work from anywhere in Canada, with candidates based in British Columbia or Alberta particularly encouraged to apply. Health and wellness coverage: Eligibility for health, dental, and vision benefits. Meaningful impact: Contribute to making mental health services more accessible and helping clients find appropriate therapeutic support. Collaborative team environment: Work closely with clinical and operations professionals who value empathy, teamwork, and a high-quality client experience. Purpose-driven work: Help create a more welcoming, supportive, and human approach to mental health care across Canada. Inclusive workplace: Join an environment committed to employment equity, diversity, accessibility, and equal opportunities for qualified candidates.