Clinic Operations

Toronto Family Therapy & Mediation

Full-Time | Hybrid (Remote & In-Person as Needed – Avenue Road, Toronto)

About Us

Toronto Family Therapy & Mediation is a busy and growing mental health clinic providing therapy and mediation services to individuals, couples, families, and children. We are a collaborative, values-driven practice and are expanding our team to support our continued growth.

We are seeking a Clinic Operations & Intake Lead to support the daily operations of the clinic, ensure a high-quality client experience, and provide strong administrative and operational support to our therapists and clinical leadership.

This is a hands-on, client-facing role with a strong emphasis on detailed administrative work. As the clinic grows, the scope of the role may expand and evolve.

The Role

The Clinic Operations & Intake Lead plays a central role in the smooth day-to-day functioning of the clinic. This position is ideal for someone who enjoys being busy, working closely with clients, managing details, and taking ownership of operational responsibilities.

While the role includes participation in client intake and triage, intake is not the primary focus of the position. The successful candidate will have solid intake skills and the ability to take on more intake responsibility over time if appropriate.

This is a hybrid role. The candidate must be available to work in person from our Avenue Road office as needed, in addition to remote work.

Key Responsibilities

Client Support & Administrative Operations (Primary Focus)

• Serve as a primary point of contact for clients via phone and email
• Respond promptly, professionally, and compassionately to client inquiries
• Manage scheduling, coordination, and ongoing client communication
• Handle detailed administrative tasks with a high level of accuracy
• Navigate sensitive client situations with discretion and diplomacy
• Support a smooth, organized client experience throughout care

Billing & Collections

• Manage client billing and payment processes
• Issue invoices and receipts accurately and on time
• Follow up on outstanding balances and payment issues
• Maintain accurate billing records and workflows
• Coordinate with bookkeeping or accounting support as required

Intake & Triage (As Needed)

• Participate in client intake calls and triage when required
• Assign clients to appropriate therapists in collaboration with clinic protocols
• Identify situations that require escalation to clinical leadership
• Take on additional intake responsibilities over time based on skill, comfort, and clinic needs

Systems & Platforms

• Use and maintain telehealth and practice management platforms
• Ensure accurate documentation and consistent system use
• Troubleshoot basic system issues and escalate when appropriate

Privacy & Professional Standards

• Apply privacy, confidentiality, and consent requirements for individuals, couples, families, and children
• Maintain ethical and professional standards in all client interactions

Office Operations (In-Person)

• Ensure the Avenue Road office is clean, organized, and well-stocked
• Coordinate supplies, cleaning services, and minor office needs
• Help maintain a calm, professional, and welcoming environment

Therapist & Leadership Support

• Provide administrative support to therapists
• Support the Clinical Director with coordination and operational tasks
• Assist with onboarding therapists (non-clinical) as needed

Who You Are

• Comfortable in a highly client-facing role
• Strong with detailed administrative and organizational tasks
• Confident answering phones and communicating with clients
• Calm, professional, and diplomatic in emotionally complex situations
• Reliable, proactive, and able to work independently
• Comfortable using technology and learning new systems
• Enjoys a fast-paced environment and growing with a team

Qualifications

• Experience in healthcare, mental health, or professional services administration
• Experience with billing, collections, scheduling, or client coordination
• Strong written and verbal communication skills
• Understanding of privacy and confidentiality standards

Assets:

• Experience with mental health or family-focused practices
• Familiarity with OWL, Jane, or other EMR/telehealth platforms

Why Join Us

This is an opportunity to take on a meaningful, trusted role within a growing clinic. You will be a key contributor to both the client experience and the internal functioning of the practice, with room to grow as the clinic evolves.

We offer a hybrid work arrangement with required in-person presence as needed

Job Type: Full-time

Pay: From $75,000.00 per year

Application question(s):

• This is a hybrid role requiring in-person work at our Avenue Road office as needed. Are you able to meet this requirement?
• This role is highly hands-on and involves billing, follow-ups, scheduling, and frequent client communication. How comfortable are you spending a significant portion of your day on detailed administrative tasks and client support?

☐ Very comfortable — I enjoy detailed, hands-on work

☐ Comfortable — I can do this well as part of my role

☐ Somewhat comfortable

☐ Not comfortable

Feel free to elaborate.

• This role requires answering phones and speaking directly with clients, including families in emotionally complex or high-conflict situations. Which best describes your experience and comfort level?

☐ Very comfortable — I regularly handle sensitive client conversations

☐ Comfortable — I can manage these conversations professionally

☐ Limited experience

☐ Not comfortable

Feel free to elaborate.

• Please describe your experience with billing, invoicing, or payment follow-ups (including any systems you've used).
• This role includes some client intake and triage, with the opportunity to take on more intake responsibility over time as the clinic grows. How does this align with your skills and interests?

☐ I am comfortable with intake and open to doing more over time

☐ I have some intake experience and am willing to learn

☐ Intake is not an area I'm interested in

☐ I am primarily interested in intake work

Feel free to elaborate

Work Location: In person