Provider Support Coordinator

Provider Support Coordinator

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Provider Support Coordinator based in Canada. This is a full-time, remote opportunity supporting a growing network of therapists and clinicians delivering mental health care to older adults. You'll serve as a trusted first point of contact, helping providers navigate day-to-day operational, technical, and patient-related needs. The role combines real-time problem-solving, relationship management, case follow-through, and proactive provider engagement. You'll have a direct impact on provider satisfaction and on the ability of clinical teams to deliver consistent, high-quality care. As part of a startup environment, you'll work with evolving processes and have the opportunity to create structure where it is needed. The ideal candidate is highly organized, empathetic, resourceful, and comfortable taking ownership without constant direction. Typical hours are Monday to Friday, 9 a.m. to 6 p.m. ET, with occasional flexibility beyond 6 p.m. when provider needs require it.

Accountabilities:

• Manage provider support requests: Serve as the primary contact for incoming provider emails covering caseload questions, technical troubleshooting, provider-patient matching, payroll and benefits questions, and other operational needs.
• Provide real-time support: Respond to provider calls and help resolve logistical, technical, or patient-related issues quickly and professionally.
• Own requests through resolution: Maintain accurate records of open items, follow-ups, and outstanding requests, ensuring each issue is tracked and closed without requiring repeated reminders.
• Proactively engage providers: Regularly check in with members of the provider network, understand their needs, identify potential challenges, and look for ways to improve their experience.
• Deliver exceptional service: Represent the organization with warmth, professionalism, empathy, and a solutions-oriented approach, including when handling challenging conversations.
• Escalate appropriately: Use sound judgment to determine what can be resolved independently and what should be escalated to the appropriate team or lead.
• Improve processes: Help build and refine operational workflows as the organization grows, contributing ideas that make provider support more efficient, consistent, and scalable.

Requirements:

• Strong organizational skills: Demonstrated ability to manage multiple requests, priorities, and follow-ups while maintaining accurate records and dependable execution.
• Proactive and resourceful mindset: Comfortable working with incomplete information, identifying solutions independently, and creating structure in a fast-changing environment.
• Excellent judgment: Able to distinguish urgent matters from routine requests and determine when to take ownership versus when to escalate.
• Outstanding communication skills: Clear, professional, warm, and empathetic communication skills across email, phone, and other collaboration channels.
• Customer or provider support experience: Experience in customer service, operations, provider support, healthcare administration, or a comparable service-oriented environment is valuable.
• Problem-solving ability: Comfortable troubleshooting technical and operational issues and following problems through until resolution.
• Relationship-building skills: Able to establish trust and maintain positive working relationships with clinical professionals and other stakeholders.
• Adaptability: Comfortable in a startup or rapidly evolving environment where processes, priorities, and responsibilities may change as the organization scales.
• Ownership mentality: Reliable, self-directed, and accountable for completing tasks without requiring continuous supervision.
• Availability: Able to work primarily Monday through Friday, 9 a.m. to 6 p.m. ET, with occasional flexibility beyond standard hours when provider support requires it.

Benefits:

• Fully remote: Work remotely from Canada as part of a remote-first team.
• Meaningful mission: Contribute to improving access to compassionate and effective mental health care for older adults.
• High-impact role: Directly support clinicians and therapists so they can focus on delivering quality care to their patients.
• Growth and ownership: Join a small, agile environment where you can take initiative, shape processes, and grow alongside the organization.
• Collaborative culture: Work closely with a thoughtful, purpose-driven team committed to improving the provider and patient experience.
• Flexible support environment: Typical working hours are Monday to Friday, 9 a.m. to 6 p.m. ET, with occasional flexibility based on provider needs.