Intake and Client Care Coordinator

Location: Toronto, Ontario (In-person)
Position type: Full-time
Start date: Immediate
Compensation: $27 to $35 per hour, commensurate with experience

Compensation and benefits

The Red Oak Centre offers a competitive total rewards package designed to provide practical employment supports and recognize high performance.

Benefits currently include:

• Extended health and dental coverage
• Paid vacation
• Paid sick days
• Professional development support

This role is eligible for a quarterly performance bonus following successful completion of the probationary period. Bonus eligibility is tied to defined key performance indicators (KPIs), including intake effectiveness, response timeliness, service alignment, and contribution to clinic flow.

About the role

The Intake and Client Care Coordinator leads the client access function at The Red Oak Centre, guiding families from initial inquiry through entry into care. This role plays an important part in ensuring timely, well-coordinated, and appropriate access to services while supporting sustainable clinician schedules.

This is a non-clinical, client-facing position suited to a professional who communicates with confidence, exercises sound judgement, and operates effectively within a structured environment.

About The Red Oak Centre

The Red Oak Centre is a Toronto-based multidisciplinary clinic supporting children, adolescents, young adults, and families. Our team delivers coordinated, evidence-informed care within a collaborative clinical environment grounded in professionalism, compassion, and service excellence.

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 professionally and consistently with families

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

Qualifications

• Demonstrated experience in intake, client access, care coordination, patient navigation, or a comparable role
• Experience in a healthcare, private practice, or client-service environment
• Strong organizational skills and attention to detail
• Clear, confident communication skills
• Comfort leading structured conversations with families
• Ability to manage competing priorities in a fast-paced setting
• Sound professional judgement

Experience within a multidisciplinary, mental health, medical, or pediatric environment is strongly preferred. Familiarity with Jane or similar scheduling systems is considered an asset.

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 committed to building a diverse and inclusive team. Accommodations are available throughout the recruitment process upon request.