Intake and Client Care Coordinator

The Red Oak Centre | Midtown Toronto
The Red Oak Centre is a multidisciplinary practice supporting children, adolescents, young adults, and families through integrated assessment and care. Our work is collaborative, thoughtful, and values-driven.

At The Red Oak Centre, creating a soft place to land starts with the very first interaction. We believe that a family’s initial contact with us should feel clear, supportive, and grounded in care.

We are seeking a warm, organized, and proactive Intake & Client Care Coordinator to lead the client access experience and guide families from initial inquiry through entry into services. This role plays a central part in ensuring that each family’s first step into care is structured, responsive, and thoughtfully managed.

About The Role

The Intake & Client Care Coordinator leads the client access function at The Red Oak Centre, guiding families from their first point of contact through entry into care. This role ensures that inquiries are handled promptly, aligned appropriately with services, and translated into clear next steps.

This position is well-suited to someone who is highly organized, systems-oriented, calm under pressure, and confident in communicating with families. It requires a strong sense of warmth, empathy, and professionalism, particularly when supporting families navigating uncertainty or seeking care.

The role plays a critical part in delivering a structured and supportive client experience while helping optimize clinician schedules and maintain consistency across the intake process. Experience in healthcare, mental health, pediatric settings, or other client-facing environments is strongly valued. This is an onsite, in-person position.

Core responsibilities

• Lead the intake process
  Respond to inquiries, conduct structured intake conversations, assess service fit, and guide families toward appropriate next steps.
• Facilitate appropriate access to care
  Convert well-aligned inquiries into scheduled services through timely follow-up, clear communication, and strong decision-making.
• Manage the intake pipeline
  Maintain accurate tracking of all inquiries, ensure consistent follow-up, and support steady movement from inquiry to booking.
• Align client demand with clinician capacity
  Support efficient scheduling and help minimize avoidable gaps while maintaining appropriate service matching.
• Coordinate onboarding activities
  Collect required documentation and prepare client files to support a smooth entry into services.
• Maintain accurate records
  Ensure documentation remains organized, complete, and compliant with privacy expectations.
• Escalate complex situations appropriately
  Seek consultation when service fit, clinical considerations, or client needs require additional guidance.

Performance expectations

Success in this role includes the ability to:

• Respond to inquiries promptly and accurately.
• Support timely and appropriate movement from inquiry to care.
• Convert appropriate inquiries into scheduled services while exercising sound judgement.
• Maintain an organized and actively managed intake pipeline.
• Balance access, service fit, and clinician capacity.
• Support consistent utilization of clinician schedules.
• Track intake activity and maintain reliable data.
• Communicate consistently and compassionately with families.

You will be supported with structured workflows, defined decision pathways, and regular performance conversations.

What Makes You a Great Fit

You will thrive in this role if you:

• Take ownership of your work and follow through without needing constant direction.
• Are highly organized and detail-oriented.
• Communicate clearly and confidently, even in complex or sensitive situations.
• Ability to make clients feel heard, seen, and supported.
• Are comfortable working within structured systems and processes.
• Can manage multiple priorities without becoming reactive.
• Understand when to act independently and when to escalate.
• Prefer clarity, consistency, and accountability in your work.

Ideal Background

We are looking for candidates with experience in structured, client-facing environments where coordination, communication, and judgment are critical. Comfort with JaneApp is required. An ideal candidate has intake or clinical experience within a multidisciplinary, mental health, medical, or pediatric environment.

• Education 
• • Masters of Social Work or Psychology. 
  • Masters of a Clinical Program (Occupational Therapy, Speech Language Pathology, Registered Nurse, etc..)
• Experience & Qualifications
• • Minimum 2-5  years demonstrated experience in intake, client access, care coordination, patient navigation, or a comparable role (strong asset)
  • Experience in Healthcare, mental health, or pediatric settings (strong asset)
  • Experience managing high volumes of inquiries or scheduling coordination
  • Experience working with families, children, or youth
• Strong Candidates Typically Have
• • Experience balancing empathy with operational efficiency and flow
  • Confidence leading and navigating structured conversations without overstepping scope.
  • Ability to manage ambiguity while maintaining consistency.
  • Strong attention to detail, follow-through, and sound professional judgment.
  • Comfort working within defined systems rather than creating their own.
  • Ability to manage competing priorities in a fast-paced setting.

Core Values Alignment

This role requires alignment with Red Oak’s approach to care and operations:

• Commitment to Excellence — we offer exceptional care at every touchpoint.
• Client-centred — we meet our clients where they are at.
• A soft place to land — we keep in mind that families come to us at a time of hardship.
• Collaborative — we build support systems, not silos.
• Professional — we separate personal from professional.

Compensation and role details

• Full-time: Monday-Friday, 9AM-5PM.
• In-person role based in Midtown Toronto.
• Start date: Immediate.
• $70,000-$85,000/year salaried position with benefits, paid biweekly (Compensation offered within this range will be commensurate with experience).
• Extended health and dental coverage after a 3-month probationary period.
• Paid accrued vacation.
• Paid allocated sick days.

Our Interview Process

1. Virtual screening call with Clinical Coordinator - Jessica Schwartz.
2. In-person interview with Executive Director - Leah Izenberg, Clinical Director - Dr Dahlia Fisher and Operations Manager - Petra Zeini. 
3. Second interview as needed.
4. Offer, pending positive results from reference checks.

Why Join The Red Oak Centre

• Purpose-driven work supporting families seeking care.
• Collaborative team environment with supportive leadership.
• Commitment to operational excellence and continuous improvement.
• Opportunity to make a meaningful impact on the client experience.

The Red Oak Centre is an equal-opportunity employer, dedicated to building a diverse and inclusive team. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform us of the nature of any accommodation(s) that you may require.