Practice and Care Facilitators Lead

 

This is a multidisciplinary role. The Practice & Care Facilitators Lead owns the day-to-day systems that keep our practice running smoothly—
This is not an office assistant position. You will be responsible for building and maintaining workflows, trackers, templates, and follow-through across multiple lanes so clients and providers experience a steady, organized, culturally safe practice.
About Managed Care Resource:
Managed Care Resource is an Indigenous-led mental health and wellness organization providing culturally grounded, trauma-informed services. We serve clients and communities with a strong focus on privacy, ethics, and high-quality care pathways.

What You Will Lead and Manage:

 

1. Care Pathways & Intake Operations (Inquiry-to-Intake Owner)
   · Serve as the warm, professional first point of contact for new inquiries.
   · Manage the inquiry-to-intake pathway: next steps, scheduling coordination, follow-ups, and ensuring intakes move forward smoothly.
   · Maintain intake trackers and ensure accurate information flow between admin systems and the clinical team (within policy and consent).
2. Provider Payments & Finance Operations
   · Calculate and process payments for independent contractor therapists accurately and on time.
   · Maintain contractor documentation and payment tracking.
   · Complete day-to-day bookkeeping tasks, including bank reconciliations and HST/GST tracking.
   · Keep financial records organized and audit-ready.
3. Privacy, Compliance & Practice Systems
   · Protect client and agency information by following strict Canadian health privacy standards (PHIPA) and internal confidentiality practices.
   · Maintain organized operational records, templates, and trackers that support consistent, privacy-safe practice operations.
   · Learn and support practice management software workflows (e.g., Owl Practice) and help keep administrative processes clean and consistent.
4. Business Operations
   · Maintain basic website updates (service info, staff/provider updates, contact pathways, and operational content changes).
   · Support marketing administration: coordinating content/assets, updating service descriptions, tracking inquiries/leads, and ensuring information stays current. 

What Success Looks Like (First 60–90 Days)
· Intake pathway is organized, responsive, and consistently followed.
· Provider payments run on a predictable schedule with clean documentation.
· Reconciliations and tax tracking are up to date.
· Privacy-sensitive workflows are followed consistently.
· Website/service information stays current and inquiries are tracked.

Education & Experience:
· Required: Diploma/Certification in Office Administration, Business Administration, or related field social work such as SSW and DSW is an asset, medical office administration certificate.
· Preferred: 2+ years in a role that blends operations, finance administration, and client-facing coordination.
· Practical Knowledge: Solid understanding of General Ledger entries and Canadian payroll/tax basics.
· Asset: Experience in a medical, mental health, or privacy-regulated setting.

What You Bring:
· Operations mindset: You naturally create structure—checklists, trackers, templates—and follow through while applying a Trauma-Informed lens.
· Financial accuracy: Comfortable with reconciliations, payment calculations, and clean record-keeping.
· Software confidence: QuickBooks, Xero, or similar accounting software; strong Excel/Google Sheets; Monday.com, Outlook and Outlook Calendars, able to learn Owl Practice or similar systems.
· Discretion and integrity: You handle sensitive financial and personal information with care, honesty, and professionalism knowledge of PHIPA- PIPEDA
· Warm-professional communication: You can support clients empathetically while staying clear and firm on policy.
· Steady under pressure: You can prioritize across multiple lanes without dropping details.