Client Enablement Specialist

In this critical role, you will be responsible for ensuring seamless client and therapist experiences at our practice. Your primary focus will be on coordinating client intake processes, appointment scheduling, and providing exceptional service as the primary operational support for both clients and clinical staff.

This position serves as the hub for managing the "front-of-house" client journey—from first inquiry to ongoing support—and ensures that all administrative and operational processes run smoothly and professionally. In all aspects of the role, you will champion our practice's Values, Principles, and Ways of Working.

1. Client Intake and Onboarding: Guide clients through required forms and documentation, ensuring accuracy and completeness, coordinate triage processes to allocate clients to the appropriate therapist or therapy pathway, actively manage new leads to initial appointment process.
2. Appointment Booking and Scheduling: Maintain appointment schedules across therapy teams, balancing client needs, therapist availability, and clinical priorities, act as the "booking mastery" lead—anticipating conflicts, managing cancellations, and optimizing schedules for efficiency and client convenience, liaise with therapists regarding availability, waitlists, and client updates.
3. Client Communication and Concierge Service: Serve as the first point of contact for all client communications, delivering a warm, professional, and caring experience, troubleshoot and resolve client concerns or escalate issues appropriately to leadership or clinical staff.
4. Operational Enablement: Maintain client records accurately across practice management systems (e.g., Halaxy, ClickUp, Google Workspace), ensure accurate data entry and reporting to support efficient operations and high-quality client care, monitor key operational metrics and contribute to reporting for quality and performance improvement, keep operational procedures and documentation up to date and reflective of best practices.
5. Therapist Support: Provide administrative support to therapists, including managing appointment reminders, client documentation processes, and assisting with client follow-ups, assist therapists with day-to-day operational needs to free clinical time for client care.
6. Cross-Team Collaboration: Collaborate closely with the clinical, administrative, and enablement teams to ensure a cohesive and efficient client journey, participate in projects and initiatives to improve client services, systems, or operational processes.

1. Experience: 2-4 years in roles such as client services coordinator, medical receptionist, practice administrator, or operational support in healthcare, allied health, or similar client-focused environments.
2. Education: Must hold at minimum a certificate or diploma in business administration, health administration, or a similar field.
3. Skills: Demonstrated experience in administrative operations, communication, problem-solving, and scheduling in client-focused environments.

• Purpose-driven work: Be part of a team transforming lives through high-quality therapy services.
• Career growth opportunities: Clear pathways for development into senior client services, practice management, or operational leadership roles within our organization.
• Values-led culture: Work in an environment that prioritizes integrity, care, innovation, and human flourishing.
• Competitive salary and flexibility: Enjoy a competitive salary package and flexible work options.
• Learning and development opportunities: Ongoing professional development opportunities.