Care Coordinator

7 months ago

Vancouver, Canada Numinus Full time

**About Us**

Numinus Wellness (TSX: NUMI) helps people to heal and be well through the development and delivery of innovative mental health care and access to safe, evidence-based psychedelic-assisted therapies. The Numinus model - including psychedelic research, and clinic care - is at the forefront of a transformation aimed at healing rather than managing symptoms for depression, anxiety, trauma, pain and substance use. At Numinus, we are leading the integration of psychedelic-assisted therapies into mainstream clinical practice and building the foundation for a healthier society.

**Our North Star**

Be the most trusted brand in the psychedelic space.

**Our Mission**

We are bringing transformative healing to communities through innovative therapies backed by science and scalable operations.

**Our Vision**

A world where everyone feels connected and whole.

**Our Values**
- Be in service to self and others
- Build something that captures our collective ideals
- Be dedicated to the art and the science
- Have courage to do the right thing

**Job Summary**

**(**Part-time, In-person, **Vancouver area)**

Numinus is looking for a Care Coordinator to join our Vancouver clinic team. The Care Coordinator is the initial point of contact for our clients. This individual provides unmatched attentiveness to our clients by actively listening to precisely detect the client’s primary area of concern. Leveraging our various services, the care coordinator is responsible for navigating the client towards the appropriate service. Clients feel immense trust and warmth during every interaction, creating a connection that drives each client's commitment to their overall mental health. In addition to being a strong relationship former, this individual is equally dedicated to ensuring our clinics are robustly scheduled.

**Responsibilities**

**Team**:

- Role models our mission, vision, purpose, and values in all interactions with team members, practitioners, and clients.
- Establishes excellent knowledge of each clinic, all team members and practitioners (skills, preferences, qualifications).
- Works closely with clinic locations and team members to aid clients with their needs and questions.
- Acts as a critical conduit between the client and the clinic by updating necessary information into the CRM.
- Acts as an expert by providing information about resources available to support other care coordinators.
- Actively and willingly aids other team members without being asked.
- Attends and actively participates in weekly team meetings.
- Regularly presents process improvements to leadership.

**Clients**:

- Role models our Agility philosophy with every client interaction to identify the appropriate care path while minimizing potential cancellations and overcomes objections.
- Fluently provides information about Numinus as a company and the services and programs it offers.
- Conducts basic screening of eligibility criteria for programs.
- Conducts structured intake calls for new clients, including listening to clients health concerns, and matching client with a suitable practitioner and/or program.
- Is a point of contact for clients to address any concerns or questions they may have in collaboration with the multidisciplinary team.
- Identifies and notes client preferences, ensuring client records and charts are impeccable.
- Coordinates and communicates to ensure each client visit runs seamlessly, executing Transfer of Care perfectly.
- Focuses on building promoters, leveraging Net Promoter for the Client feedback to improve.
- Embraces our services, gaining unmatched knowledge of each to ensure our “under one roof” philosophy is utilized.
- Coordinates and communicates to ensure each client visit runs seamlessly, executing Transfer of Care perfectly.
- Identifies and notes client preferences, ensuring client records and charts are impeccable.

**Business**:

- Utilizes the Electronic Medical Record (EMR) and CRM systems and accurately maintains the client database
- Consistently books new clients, generating revenue growth.
- Collaborates with the Clinics, Experience Design, and Marketing to ensure clients have seamless experiences, providing positive and constructive feedback.
- Identifies performance issues that need to be addressed and report them to the Director.

**Education/Experience/Skills**
- Student or degree in Psychology, Counselling, Social Work, Health Sciences and/or related field
- Strong interpersonal skills
- Experience working with vulnerable populations or clients with mental health concerns
- Organized, pro-active and a good sense of priorities
- Empathy, discretion, and respect for clients
- Calm and positive in stressful situations
- Self-motivated and solution-oriented
- Passionate about customer service

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