Provider Support Coordinator

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.