Care Administrator

**Hi There, We’re Shift Collab.**

Shift Collab is one of Canada’s largest therapy practices, operating virtually to support Canadians from coast-to-coast. We believe therapy should feel good and we are on a mission to #MakeTherapyNormal by providing mental health care that’s relevant, actionable, and accessible. Founded in 2017, we’re a family-owned business that’s gone from a small clinic to nearly 100 brilliant teammates nationally — and we’re just getting started.

**What We Do**

Shift Collab is an umbrella organization comprised of two primary lines of business:
**Shift Therapy** - This is our group therapy practice; a team of likeable and relatable therapists who help make mental health simple. Our group practice operates in-person, by phone, and virtually.

**Shift People** - This is our group training service, offering companies, organizations, and teams keynote talks, workshops, training, and intensives designed to make workplace mental health simple.

**Care Administrators At Shift**
- PLEASE NOTE: Though this is a remote, work-from-home position, we frequently meet in-person for socials; and should we return to in-person work, the role will be located in Toronto, Ontario._

Care Administrators (who are part of the “Care Team”) are the face of the business. They are the first point of contact for clients and play a big role in drawing first impressions. They are also one of the primary points of contact for the clinical team, handling day-to-day administrative matters on their behalf.

The Care Team’s mission is to provide high-quality customer service to clients and make their journey of seeking therapy as pleasant as possible. High-quality customer service is defined by fast responsiveness to inquiries, displaying a genuine and caring attitude, and offering support whenever possible. It’s the Care Team’s responsibility to ensure that all clients have a positive experience, feel supported in their interactions with our organization and that no one is falling through the cracks.

**Overview Of A Care Administrator’s Role**:
You are also a key part of our administrative operations. As a Care Administrator, you are responsible for ensuring clear visibility of the calendar and having a critical eye on sessions, practitioner shifts, completing billing, and doing your part to keep our well-orchestrated operation thriving. The Care Administrator role works directly with the Lead Care Coordinator to ensure that our clients and therapists are supported in their interactions with Shift.

We also encourage our Care Administrators to attend clinical development training (ie: ASIST, D&I-related training, therapy modality-specific training, Peer Supervision where appropriate, and additional training that supports the role).

**The Daily Responsibilities Include**:

- Managing billing and invoice of clients, including a large focus on managing direct billing with insurance companies and resolving past due payments;
- Monitoring inboxes, including answering phone calls, live chats, and incoming communications from clients and therapists, supporting their immediate logístical needs;
- Adjusting and managing video therapy rooms, providing technical support when required to ensure sessions are happening as scheduled;
- Managing the clinic’s schedule, the therapist’s schedules, and monitoring the waitlist;
- Ensuring sessions and consults booked on the schedule are happening;
- Supporting therapists with administrative tasks;
- Supporting incoming client queries and requests, providing exceptional customer support to clients;
- Ensuring daily payment reconciliations are completed;
- Complete weekly and monthly metrics reporting;
- Other related duties as mutually agreed upon.

**Qualifications**
- University degree or related college diploma related to social service provision; BSW preferred.
- Have demonstrated experience in customer service;
- 1-2 years experience in Healthcare Administration;
- Performing virtual front desk administrative duties and managing a fast-paced virtual clinical setting;
- Strong problem-solving, decision-making, and organizational skills;
- Strong written and verbal communication skills;
- Experience in mental health crisis support and intervention;
- Have an extremely approachable, caring personality;
- Have extremely strong attention to detail and possess significant organizational skills;
- Strong ability to multitask and problem-solve;
- Is able to work in a fast-paced environment and quickly adapt to change;
- Have a positive teamwork oriented and solution-focused attitude;
- Are naturally curious, innovative, and unafraid of change;
- Knowledge in mental health is a strong asset;

**Requirements**:
As this is a multifaceted role, we have some bonus criteria we’d like to share. These aren’t required but are certainly desirable:

- Having the ability to communicate in a second (or third) language is an asset.
- Working knowledge of social work, s