Client Care Coordinator

Entity: WELL Health Clinics Network inc.
Position Title: Client Care Coordinator
Salary Range: $40,000–$42,000 annually
Job Class: Full-Time
Work Location: INLIV Office
Department: Medical Operations
Reports To: Medical Operations Manager

About the Company:

WELL is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients. WELL has built an innovative practitioner enablement platform that includes comprehensive end-to-end practice management tools inclusive of virtual care and digital patient engagement capabilities as well as Electronic Medical Records (EMR), Revenue Cycle Management (RCM) and data protection services. WELL uses this platform to power healthcare practitioners both inside and outside of WELL’s own omni-channel patient services offerings.

WELL owns and operates Canada’s largest network of outpatient medical clinics serving primary and specialized healthcare services and is the provider of a leading multinational multidisciplinary telehealth offering. WELL is publicly traded on the Toronto Stock Exchange under the symbol “WELL”. To learn more about the company, please visit: www.well.company.

Position Summary:

We are seeking a professional, organized, and service-focused Client Care Coordinator to join our team at INLIV. Reporting to the Medical Operations Manager, you will support a positive client experience through responsive communication, appointment coordination, accurate documentation, and efficient administrative support.

Working collaboratively with physicians and the Medical Operations team, you will help ensure smooth daily operations and provide clients with a welcoming, personalized experience throughout their care journey.

What you will be doing:

• Welcome and assist clients in a professional, courteous, and attentive manner.
• Coordinate appointments, scheduling changes, cancellations, and follow-up activities to support efficient client flow.
• Respond to telephone calls, emails, and other inquiries promptly, directing questions to the appropriate team member when needed.
• Maintain accurate client records and documentation within the electronic medical record system.
• Process forms, medical correspondence, and other administrative documentation.
• Coordinate communication between clients, physicians, and internal teams to support timely service delivery.
• Address client service concerns within the scope of your role and escalate issues to the Medical Operations Manager when required.
• Support invoice reviews and financial, capacity, and service utilization reporting as assigned.
• Use clinic systems and communication platforms to support daily operations, including Cliniconex, InputHealth, IntakeQ, Stripe, Zoom, and RingCentral, as applicable.
• Identify opportunities to improve administrative workflows and the client experience.
• Follow established policies and procedures, maintaining the confidentiality and security of client information.
• Participate in team huddles and support updates to operational procedures and reference documents.
• Assist with special projects, including technology updates, EMR migrations, and telehealth initiatives.
• Assist with autoclave operation and instrument processing, as trained and in accordance with established protocols.
• Perform other administrative duties as assigned.

You have:

• Previous client service or administrative experience in a medical office or healthcare environment.
• A strong commitment to delivering a professional, personalized client experience.
• Knowledge of medical records management and an understanding of confidentiality requirements.
• Experience using an electronic medical record system; knowledge of Wolf EMR is an asset.
• Strong computer skills and the ability to learn new software and office technologies.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills, with the ability to prioritize competing demands.
• Attention to detail and the ability to maintain accuracy when managing multiple tasks.
• Sound judgment and the ability to resolve problems within your scope of responsibility.
• The ability to remain calm, professional, and responsive under pressure or when priorities change.
• A flexible, proactive approach and the ability to follow instructions and established procedures accurately.
• The ability to work independently and contribute positively to a collaborative team.
• A dependable, service-oriented approach grounded in integrity, respect, and accountability.

The salary for this position falls within a defined range and will be determined based on several factors, including the candidate’s experience, qualifications, skills, and the needs of the organization. At WELL, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.

WELL is committed to fostering a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience. We strive to create an environment where differences are valued and contribute to our collective success – this is the WELL Way.

This recruitment process uses automated tools, including artificial intelligence, to help review applications. Qualified human decision-makers review these results and make all final hiring decisions.

WELL has been independently certified as a Great Place to Work® by Great Place to Work Institute® Canada, an achievement that reflects the company’s strong commitment to creating a workplace culture centered on trust, inclusivity, and employee well-being, aligning with its ‘Healthy Place to Work’ ESG strategy pillar. Learn more in our Sustainability Impact Report.

Want to read more about us? Visit https://stories.well.company/.

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