The Connective (formerly Wellspace SF)

Client Coordinator

• 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.

Client Coordinator – Integrative Mental Health Practice