Layla empowers Canadians to take greater control of their mental health, bridging the gap between wanting care and getting it. Through a client-centered approach, we make it faster and simpler for individuals, couples and families to connect with the right therapist.

We are looking for a driven individual with a passion for mental health care and excellent attention to detail, customer service, and organizational skills. The Part Time Service Coordinator will ensure the smooth operation and delivery of client services and care experience through protocols, systems and people. This role will primarily focus on managing Layla Therapy’s live channels (email, phone, voicemail and future messaging), for clients and therapists across Canada.

This is a fully remote part-time role requiring 20 working hours per week.

Working hours will be 9 AM to 5PM on Saturdays and Sundays, and 2 hours of required team meetings on Tuesdays and Thursdays between the hours of 9AM to 5PM.

This role is open to anyone located in Alberta or Ontario. Optional travel to GTA (3-4 times per year) and expenses are covered by the company if the applicant resides outside the GTA.

You can expect your role to be somewhat varied and evolve over time, but generally include the following responsibilities:

Acting as the client’s first point of contact within the Layla general email inbox and/or by phone in a warm, dependable, and responsive manner; including responding to general inquiries about Layla, checking voicemails, assigning emails to Layla team members if necessary, and escalations of issues to VP, Operations
Handle therapist operational inquiries about process, failed payments, missed appointments, and/or supporting them with profile updates.
Working collaboratively with clients and therapists throughout the duration of their journey to ensure high quality and service delivery.
Assisting clients regarding billing problems, resolving issues promptly and courteously; including creating custom invoices when needed.
Collaborating with Layla Groups, Psychological Assessments and other specialty programs on initiatives and operational tasks.
Supporting operations by maintaining an up-to-date Service Coordinator manual
Supporting inquiries from the primary care community, and related projects to developing the primary care channel
Responsible for a variety of administrative tasks that will evolve over time
Involved in any scheduled clinical team trainings/meetings
Working with the Layla team to identify and assess processes to continually improve service delivery

Professional Experience and Qualities

1+ years of experience in client care, customer service, healthcare operations, case coordination/management
Excellent customer service skill set, written and verbal;
Strong attention to detail and organization; ability to deliver high quality client care with high levels of efficiency and accuracy;
Problem solver – proactive and positive minded;
High tolerance for change in a growing and evolving organization;
Computer skills (Google Suite, Sheets/Excel), and highly comfortable with technology;
A dedicated professional, with high level of responsibility and care for their work;

Location & logistical requirements

Access to private, quiet and confidential workspace that allows for the protection of confidential information and the avoidance of disruption. This is important for team collaboration as well as speaking to clients professionally and confidentially.
Access to a mobile phone and internet connection with sufficient bandwidth and connection speed.
Company will provide a setup budget, computer, as well as a set monthly budget to cover the use of personal devices for work.
This is a remote job

Interests

Passion for exceptional client service and the systems and culture required to achieve it;
Interest in mental health, evidence-based practice, and appreciation for what drives success in therapy;
Enjoys talking to and helping people and advocating for their wellness;
Interest in being part of a high-growth, fast changing start-up. Able to handle uncertainty, change, and fluctuations in workload from time to time;

Benefits

A diverse, passionate, and friendly team
Supportive health & wellness benefits for you and your family.
Comprehensive benefits package.
10 paid vacation days
Professional Development Benefit - time and annual budget to support your learning and professional growth.
Potential for growth and career advancement in a dynamic startup environment

How to Apply

We appreciate your interest in Layla, please apply using the provided link: https://laylacare.applytojobs.ca/operations and client care/31478

We look forward to reviewing your application, and will be in touch if your profile matches our current needs.

Please note our whole team is remote and all interviewing and training will be done virtually.

Application deadline: Tuesday July 23, 2024 at 4:30PM EST

Expected start date: Monday August 12, 2024

Job Types: Part-time, Permanent

Salary: $21.00 per hour

At Layla, one of our core values is to promote diversity. We welcome applications from a broad range of candidates including those with non-traditional backgrounds as well as non-Canadian experience. If you’re unsure about your qualifications for this position, we’d still encourage you to apply.

Please note that due to the sensitive nature of the work we do, a background check is required as a condition of employment.

Layla welcomes applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.

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