Client Coordinator - Integrative Mental Health Practice

Job Description

Job Description

WELCOME TO THE CONNECTIVE!

At The Connective, we believe that healing starts with connection.

The Connective is an integrative mental health and wellness practice providing thoughtful, whole-person care to individuals, couples, and families throughout the Bay Area. Our multidisciplinary approach brings together psychotherapy, nutrition, breathwork, and other supportive services designed to care for the whole person - mind, body, and beyond.

We believe the client experience begins long before someone walks through our doors. From the very first phone call or email, we want every person who reaches out to feel welcomed, understood, and supported.

That's where you come in!

ABOUT THE ROLE

We're looking for a warm, engaging, proactive, and highly organized Client Coordinator. The Client Coordinators is integral to our business as they are often the first point of contact for prospective new clients and work closely with the entire Connective team.

This is both a relationship-focused and results-oriented role . You'll guide prospective clients through the process of beginning care - from responding to initial inquiries and learning about their needs to helping identify the right clinician or service, scheduling consultations, and providing timely follow up. You'll create an exceptional client experience while actively supporting client acquisition, engagement, and practice growth. The right person will be able to build genuine rapport and be able to speak with others about sensitive issues in both a compassionate and professional manner.

YOU MAY BE A GREAT FIT IF YOU...

• Genuinely enjoy talking with people and making them feel welcome.
• Are energized by helping someone go from "I'm not sure where to start" to feeling confident about their next step.
• Pick up the phone rather than waiting for someone to call back.
• Notice when something needs attention and take initiative to address it.
• Are persistent and proactive without being pushy.
• Can balance empathy with efficiency and keep conversations moving forward.
• Love organization, details, and making sure nothing falls through the cracks.
• Feel comfortable being accountable to goals and performance metrics.
• Enjoy being part of a collaborative team but don't need constant direction to get things done.
• Believe that even small interactions can make a meaningful difference in someone's experience.

LOCATION + HOURS

This is hybrid position , consisting of:

• 3–4 days per week working remotely
• 1–2 days per week working on-site

Candidates must be willing and able to commute to both our downtown Benicia and downtown San Francisco locations as needed, with on-site scheduling varying based on practice and operational needs. Some flexibility outside of standard business hours may occasionally be required.

This position is expected to begin at 25–28 hours per week , with the potential to grow into a full-time role as business needs evolve.

We offer some scheduling flexibility; however, shifts are generally scheduled Monday through Friday between 7:30 a.m. and 6:00 p.m. Occasional flexibility outside of standard business hours may be required.

Requirements

KEY RESPONSIBILITIES

• Serve as a warm, professional, and responsive first point of contact for prospective clients and families.
• Respond promptly to all new client inquiries via phone, email, and digital platforms.
• Build rapport with prospective clients to understand their needs, preferences, availability, and goals for care.
• Clearly communicate The Connective's services, approach to care, clinician specialties, fees, locations, and policies.
• Thoughtfully match prospective clients with clinicians and services based on clinical needs, preferences, and availability.
• Schedule consultations and intake appointments with appropriate clinicians, communicate next steps, and coordinate all required intake paperwork.
• Maintain a 40–55% inquiry-to-appointment conversion rate while delivering an exceptional client experience.
• Track and maintain accurate records of inquiries, consultations, referrals, follow-ups, conversion rates, response times, and referral sources.
• Coordinate internal and external referrals when The Connective is unable to meet a prospective client's needs.
• Support client transitions related to clinician onboarding, schedule changes, and offboarding.
• Identify opportunities to improve scheduling workflows, the client journey, and overall client experience, and provide recommendations to leadership.
• Manage client payments and assist with insurance questions and superbill support.
• Perform general administrative and office support, including scanning, filing, mail management, and maintaining organized office systems.
• Maintain the highest standards of professionalism, discretion, confidentiality, and HIPAA compliance.
• Provide additional client experience, administrative, and operational support as needed.
• Assist with special projects based on interest, experience, and business needs, such as social media, blog content, marketing initiatives, community events, or other practice development activities.

CANDIDATE REQUIREMENTS

Education + Experience

• Associate degree required; bachelor's degree preferred.
• Degree in psychology, social work, counseling, healthcare administration, communications, hospitality, business, or a related field preferred.
• Two or more years of experience in a client-facing role required.
• Experience in behavioral health, healthcare, wellness, social services, hospitality, or a related field preferred.
• Previous experience in intake, admissions, client services, customer service, or consultative sales strongly preferred.

Communication + Relationship Building

• Exceptional written and verbal communication skills, including professional phone and email etiquette.
• Warm, personable, and professional, with the ability to quickly build rapport and establish trusting relationships with clients, referral partners, and colleagues.
• Strong listening skills with the ability to ask thoughtful questions, assess client needs, and confidently guide conversations toward clear next steps.
• Compassionate and client-centered, with the ability to communicate sensitively with individuals who may be experiencing stress, uncertainty, or other vulnerable life circumstances.

Organization + Work Style

• Highly organized and detail-oriented, with exceptional time management skills and the ability to manage multiple priorities.
• Proactive, dependable, and accountable, with excellent follow-through and a strong sense of ownership.
• Positive, resourceful, and solution-oriented, with the ability to remain calm, adaptable, and professional under pressure.
• Able to effectively coordinate communication between clients, clinicians, and team members while ensuring a seamless client experience.
• Comfortable working toward measurable goals related to responsiveness, client engagement, and conversion.
• Able to work independently while collaborating effectively within a hybrid team environment.

Technology + Remote Work

• Strong computer proficiency and the ability to quickly learn new software platforms, scheduling systems, and practice management tools.
• Ability to maintain a dedicated, private, and distraction-free workspace suitable for confidential client communications.
• Reliable high-speed internet capable of supporting video meetings and phone-based communications without interruption.
• Self-motivated and able to effectively manage time, productivity, and communication while working remotely.
• Comfortable participating in regular virtual meetings, trainings, and team collaboration.
  

Additional Requirements

• Reliable transportation and the ability to commute to our Benicia and San Francisco offices as needed.

Benefits

Besides our supportive, warm, and collaborative team culture, The Connective provides...

• Elective medical, dental, and vision coverage (full-time staff)
• 401K with company matching
• Tax-free commuter benefits program
• Annual continuing education allowance for ALL staff
• Paid-time off (PTO)
• A beautiful, modern and clean office environment.
• Fun stuff! Culture-building events, staff retreat, holiday party.
• Opportunity for growth and personal impact within a heart-centered, growing company!

COMPENSATION: $25 - $27 hourly to start with room for growth.

EVEN MORE REASONS TO JOIN US!

You'll make a meaningful difference every day.

You'll often be the first person someone speaks to when they're taking the courageous step of seeking support. Your warmth, empathy, and guidance can help transform an overwhelming experience into one that feels hopeful and welcoming.

No two days are the same.

Every client has a unique story, and every conversation is an opportunity to solve problems, build relationships, and help connect someone with the care that's right for them. Additionally, this role blends relationship-building, problem-solving, organization, and operations.

You'll help shape the client experience.

We value new ideas and continuous improvement. Your feedback will directly influence how we enhance our systems, streamline processes, and create an even better experience for our clients.

You'll be part of a collaborative, mission-driven team.

We believe exceptional client care happens when people support one another. You'll work alongside compassionate clinicians and leaders who genuinely care about both our clients and each other.

You'll have room to grow.

As The Connective continues to expand, you'll have opportunities to take on new responsibilities, contribute to special projects, and grow professionally based on your strengths and interests.

Thank you for your interest in working with us! Join our team and become an integral part of helping people live healthier and more fulfilling lives! In order to be considered for this position, you must submit answers to the supplemental questions. No phone calls please.

The Connective is an equal opportunity employer, is committed to an inclusive workforce, and is always looking to further diversify our team. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.