Location: MindSense Canada
Department: Client Services
Reports to: Vice-President, Operations
Team Size: 5
Company Culture
At MindSense, our mission is to provide expert, objective, and trauma-informed medical assessments that honor the experiences of survivors and reduce the risk of re-traumatization. We foster a culture of respect, inclusion, and continuous learning. Our core values include dignity, empathy, curiosity, and collaboration. Every employee undergoes cultural and sensitivity awareness training, and we prioritize mental health and well-being for all stakeholders.
At MindSense, we believe that diverse perspectives and backgrounds make our team stronger and our work more impactful. We strive to create an environment where everyone feels valued, respected, and empowered to contribute.
We welcome applications from all qualified individuals and provide accommodations throughout the hiring process and employment.
Position Overview
As a Client Services Administrator, you will play a key role in supporting the smooth operation of our services. You'll manage referrals, schedule appointments, coordinate medical records, host virtual meetings, and provide administrative support across the business. This is a hands-on role for someone who enjoys variety and is ready to "pitch in" wherever needed in a dynamic, startup-like environment.
Key Responsibilities
- Referral Intake & Scheduling: Receive, organise, and process new client referrals; liaise with specialists; schedule virtual and in-person appointments; maintain accurate records.
- Medical Records Coordination: Coordinate receipt and delivery of medical records for appointments; ensure timely and secure transfer; track and manage requests.
- Client Communication & Follow-Up: Provide updates to clients and consultants; conduct reminder and test calls; host virtual appointments; follow up post-assessment.
- Documentation & Process Support: Prepare consent forms and appointment details; log all communications; assist with provision and return of laptops/tablets for virtual assessments.
- Administrative & Team Support: Provide clerical support; assist with onboarding consultants; support marketing and engagement activities; contribute to process improvements.
MindSense-Specific Competencies & KPIs
| Competency |
KPI/Measurement |
| Referral Management & Scheduling |
Timeliness, accuracy, proactive follow-up |
| Survivor Engagement & Support |
Trauma-informed communication, successful calls, virtual hosting |
| Post-Assessment Follow-Up |
Timely contact, issue resolution, complete documentation |
| Medical Records Coordination |
Efficient, compliant handling, accurate tracking |
| Administrative Excellence |
Up-to-date records, reporting, process improvement |
| Team Collaboration & Professionalism |
Effective teamwork, flexibility, professional development |
Skills & Qualifications
- Post-secondary diploma or equivalent experience in healthcare administration or client services
- Minimum 2 years' experience in referral management or client-facing healthcare roles
- Strong database and word processing skills; proficiency in Microsoft Office Suite
- Experience with proprietary CMS, Zoom for Healthcare, Doxy.Me, and virtual appointment facilitation
- Excellent verbal and written communication skills; fluency in English (additional languages an asset)
- Verbal and written communication skills in French are an asset, but not required
- High attention to detail, ability to multitask, and prioritize effectively
- Compassionate, trauma-informed approach to client interactions
- Ability to work independently and as part of a team
- Professional personal presentation and customer service orientation
- Familiarity with privacy, consent, and data protection requirements in Canada
- Willingness to learn new skills and support a variety of business functions in a dynamic, startup-like environment
Professional Development & Training
- Trauma-informed training and de-escalation tactics provided
- Continuous improvement and career development opportunities
- Participation in organizational initiatives and professional growth programs
Work Location & Flexibility
- Open to fully remote candidates (equipment provided for remote work)
- Hybrid arrangements available for those in Vancouver, Calgary, or Toronto
- Occasional travel required: at most quarterly, minimum twice a year, primarily to Vancouver and Toronto, with possible travel to Calgary
Performance Review & Growth
- Quarterly performance reviews based on progress against KPIs and goal setting
- Evaluation includes alignment with company objectives and feedback mechanisms
Company Benefits
MindSense offers a comprehensive benefits package, including:
- Group health and dental coverage
- Employee Assistance Program (EAP)
- Group Registered Retirement Savings Plan (RRSP) with company match
- Long-term disability coverage
- Ongoing review and enhancement of benefits to meet employee needs
Accessibility
If you require accommodations during the recruitment process or in your role, please let us know. MindSense is committed to ensuring an accessible and supportive environment for all employees.
Apply Now
Email your resume to info@mindsensepsychiatry.ca
