Client Experience Coordinator

About Kinark Child and Family Services

Kinark Child and Family Services has a rich 50-year history serving children and youth through a wide range of evidence-based mental health services that include individual, family, and group counselling. We are on a mission to help children and youth with complex needs achieve better life outcomes with a broader vision of a healthy future for Ontario’s children and youth. We have a passionate team of over 700 staff serving more than 9,000 children and youth each year in our three program streams - Community-Based Child and Youth Mental Health, Autism, and Forensic Mental Health. Our people are the heartbeat of our organization where ‘Holding children, youth and families at the centre of all that we do’ is only one of the values that guides our work. In support of our journey towards being an employer of choice in our sectors, our staff is engaged for feedback to identify and support improvements, big and small, to enhance the employee experience. If you have a passion for making a difference in the lives of children and youth with complex needs and want to be part of the mission we are on… Come join our team! For more information about Kinark, our values, our strategic priorities, and our service programs, please visit our website at www.kinark.on.ca/ or review our annual report .

What we offer:

• Competitive salary, comprehensive health and dental benefits, and other employment perks*
• Flexible work arrangement supporting employee work life balance
• Employer Matching Defined Contribution Pension Plan up to 6%*
• Employee Wellness Program
• Extensive Educational and Training Opportunities and Supports
• Supportive work environment with regular Supervision and Feedback
• Renowned Accredited Clinical Programs

Dependent on hours worked, length of service and/or collective agreement (where relevant).

Client Experience Coordinator Position

The Client Experience Coordinator position will be located out of one of our Kinark offices across the GTA Region, York Region or Simcoe. The successful candidate will work 35 hours per week and the role is accountable to deliver administrative, client support and seamless communication and collaboration for families, clinicians and external partners. Please note this is a 12-month contract* The hourly range for this position is: $30.77/hr CAD- $38.46/hr CAD. Compensation is negotiable and will be determined based on the successful candidate’s experience, skills, and qualifications.

Duties & Responsibilities:

• Providing seamless, efficient, client experience service to prospective and recurring clients including but not limited to: Answering questions, educating, articulating fees, payment options and completing contract documents for caregiver review and completion.
• Acting as the communication conduit between clients and clinicians;
• Providing information about service offerings and collaborating with the Community Engagement Lead team to converting families to fee for service programs at Kinark;
• Gathering intake information to help determine client suitability for service including obtaining consents and collateral client information; waitlist management and triaging; fielding client complaints and concerns; providing service navigation & liaising with community partners; supporting the completion of Service Contracts, funding applications, referral forms, etc.
• Responding to emails, phone calls, and other correspondence from external parties (community partners, insurance agencies, etc.) in an effective, respectful, and timely manner and helping to build and maintain collaborative relationships with community partners
• Active participation in community events as a client representative and ambassador of Kinark. This may include supporting the development and distribution of advertising and marketing materials to clients and other relevant community partners to enhance community awareness of program service offerings
• Supporting clinician needs to ensure client success

Qualifications:

• Undergraduate degree, college degree, or diploma in a field related to the social services.
• Bilingual in French and English (spoken, written, and reading). Candidates will be required to complete a French language proficiency assessment.
• Must have some practical or position related experience (minimum of one year) working in a clinical coordination/assistant role or administrative role.
• Proficient in Microsoft Office (ie., Outlook, Excel and Word).
• Excellent verbal and written communication and interpersonal skills with attention to detail.
• Asset to have familiarity with Ontario Autism Program (OAP) funding, as well as the roles/job profiles of various health professionals.
• Ability to work both independently and in a team setting with good attendance and work performance.
• Ability to adapt to change, flexibility and problem-solving skills are an asset as well as an ability to manage multiple and competing priorities.
• Superior organizational and time management skills.
• Excellent customer service skills.
• Experience with CRM an Asset
• Satisfactory Criminal Record Check (including a Vulnerable Sector Screening).

Please note that Equivalent combination of education & experience will be considered. Kinark Child and Family Services conditions of employment include but are not limited to successful Criminal Record Check or Criminal Record Check with Vulnerable Sector Screening (based on position), and a completed Pre-Employment Medical certificate. Kinark Child and Family Services values inclusivity and diversity in the workplace. We encourage applicants from diverse backgrounds. We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (‘AODA’). If you require accommodation during any stage of the recruitment process, please notify People and Culture at kinark.jobs@kinark.on.ca or (905) 474-9595. While we thank all applicants, only those selected for an interview will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only, and not for any other purpose.

Key skills/competency

• Client Experience Coordinator
• Administrative Support
• Client Support
• Communication
• Collaboration
• Customer Service
• Organizational Skills
• Time Management
• Problem-Solving
• Bilingualism (French/English)