Job Description

Care Coordinator, Layla Therapy
Layla's mission is to empower people to take control of their mental health. We use client-centric innovation to understand and address gaps in the ever-changing realities in mental health. Today, Layla is a service that facilitates personalized individual, couples, family, and group therapy directly to the public as well as in collaboration with partners in the broader healthcare sector.

We are looking for two driven individuals with excellent customer service and client care skills.
This is a full-time role, weekday schedule. This is a remote position, and is open to anyone residing in Alberta, Ontario or Nova Scotia. Travel to GTA (3-4 times per year) will be required and expenses covered by the company if the applicant resides outside the GTA. Applicants must be legally eligible to work in Canada.
Please note that all interviewing and training will be done virtually.
Responsibilities

• Acting as the clients' first point of contact with Layla and building a trusted relationship
• Engaging in email and phone dialogue in a timely, professional, and helpful manner;
• Keeping thorough and up-to-date logs on a daily basis;
• Coordinating therapy services that fit clients' needs and preferences. This includes conducting intake that takes into account multiple factors and where appropriate risk assessment and planning;
• Working collaboratively with the client and therapists throughout the duration of the case to ensure high quality and clients/partner satisfaction;
• Working with your broader Layla team to identify and assess processes to continually improve service delivery;
• Participating in Layla organized activities to engage our community from time to time;
• Responsible for a variety of administrative tasks that evolve over time;
• Supporting initiatives outside of client and therapist coordination, including working collaboratively with various teams and functions across Layla on different projects (pod work)

Interests

• Passion for exceptional client service and the infrastructure and culture required to achieve it;
• Interest in mental health, evidence-based practice, and appreciation for what drives success in therapy;
• Enjoys talking to and helping people and advocating for their well-being;
• Interest in being part of a high-growth, fast changing start-up.

Training & Experience

• You have completed an undergraduate degree, graduate degree, or diploma in a mental health related field (e.g. Social Work, Social Service Work, Psychology, Mental Health, Mental Health & Addictions)
• Eligibility to register as Registered Social Worker or Registered Social Service Worker is not required but considered an asset
• 1+ years of combined work experience (including practicum) in client care, customer service, healthcare operations, case coordination/management, social work, or other related roles. Some of this experience is required to be in a frontline mental health related role;
• Excellent customer service skills;
• Adaptable and quick study of updates to tech systems and workflow. High tolerance for change in a growing and evolving organization;
• Computer skills (Google Suite, Sheets/Excel) and highly comfortable with technology.

Professional Qualities

• A dedicated professional, with high level of responsibility and care for their work
• High curiosity and commitment to personal growth
• Dependable with strong attention to detail and organization; ability to deliver high quality client care with high levels of responsiveness, efficiency, and accuracy;
• Proactive with a growth mindset
• Team-oriented and inclusive, promoting a welcoming environment
• Responsive and highly communicative. Given the dynamic nature of our team, this role is for someone who can handle context switching and thrives with open communication
• Able to handle uncertainty, change, and fluctuations in workload from time to time

Location & logistical requirements

• This is a remote full time job requiring 40 working hours per week. You will have some flexibility in setting your own schedule (e.g. starting anytime between 8am to 10am EST)
• Access to private, quiet and confidential workspace that allows for the protection of confidential information and the avoidance of disruption. This is important for team collaboration as well as speaking to clients professionally and confidentially.
• Access to a mobile phone and internet connection with sufficient bandwidth and connection speed.
• Company will provide a setup budget, computer as well as a set monthly budget to cover the use of personal devices for work.

How to Apply
We appreciate your interest in Layla, please apply on the link provided in the application: https://laylacare.applytojobs.ca/client care/39902
We look forward to reviewing your application, and will be in touch to arrange an interview if your profile matches our current needs.
Benefits

• A diverse, passionate, and friendly team.
• Supportive health & wellness benefits for you and your family.
• Comprehensive benefits package.
• 20 days of paid vacation + paid sick and family responsibility leave
• Individual Development Benefit - dedicated days and flexible annual budget to support your learning and professional growth.
• Work from home setup budget

Application Deadline: July 11, 2025 at 12:00pm EST
Screening Calls: July 17 - 22, 2025
Assessment: July 23 - 25, 2025
Panel Interviews/Senior Leadership Interviews: July 31 - August 8, 2025
Expected start date: September 8, 2025
Job Types: Full-time, Permanent
Salary: $50,000.00 per year
At Layla, one of our core values is to promote diversity. We welcome applications from a broad range of candidates including those with non-traditional backgrounds as well as non-Canadian experience. If you're unsure about your qualifications for this position, we'd still encourage you to apply.
Please note that due to the sensitive nature of the work we do, a background check is required as a condition of employment.
Layla welcomes applications from candidates with differing abilities. Please let us know if you require accommodation at any stage in the selection process.