Job Overview

A mental health and assessment clinic is seeking a remote Lead Triage Administrator to provide day-to-day guidance to a small team of triage administrators while performing patient intake responsibilities. In this role, you will review intake forms, match patients with appropriate clinicians, and resolve complex administrative escalations. You will also monitor team workflows, coach staff, and provide rotational support for online chat inquiries. This full-time position is ideal for an experienced healthcare administrator skilled in team mentorship and electronic medical records (EMR) management.

Schedule: Mon-Fri, 9:00 AM - 5:00 PM EST (40 hours per week)

Responsibilities

Leadership:

• Provide day-to-day leadership, guidance, and operational support to a team of three Triage Administrators.
• Coordinate daily workloads and assist with prioritization to ensure timely completion of triage activities.
• Coach and mentor team members by providing ongoing feedback, answering operational questions, and supporting skill development.
• Assist with onboarding and training new team members.
• Serve as the first point of escalation for complex patient inquiries, triage decisions, and operational challenges before escalating to management when appropriate.
• Monitor workflow quality, identify trends, and recommend opportunities for process improvement.
• Foster a collaborative, accountable, and service-oriented team environment.
  

Operations:

• Review patient intake forms and supporting documentation to determine the most appropriate clinic service, assessment pathway, or clinician based on established triage guidelines.
• Perform day-to-day triage responsibilities alongside the team, supporting workload coverage as operational demands require.
• Support the team in managing complex or high-priority patient cases requiring additional review or coordination.
• Identify missing, incomplete, or conflicting information and coordinate appropriate follow-up.
• Collaborate with clinicians and internal Care Team members to support accurate patient placement and continuity of care.
• Monitor incoming referrals and intake requests to ensure timely review and follow-up.
• Escalate clinically sensitive or exceptional cases in accordance with established protocols.
• Provide rotational coverage for the clinic's online chat function and assist with patient inquiries as operational needs require.
• Identify opportunities to improve workflows, documentation practices, and operational efficiency, partnering with leadership to implement approved improvements.
• Maintain patient confidentiality and adhere to applicable privacy legislation and clinic policies at all times.
• Participate in team meetings, leadership discussions, training sessions, and continuous improvement initiatives.

Must-Have Requirements

• Previous experience acting as a team lead, mentor, or supervisor within an
  administrative or healthcare environment is preferred.
• Prior experience in healthcare administration, patient coordination, medical reception, or a similar administrative role.
• Demonstrated ability to coach, support, and guide colleagues in a collaborative team environment.
• Experience reviewing patient information and applying established processes or guidelines to support decision-making.
• Experience using electronic medical records (EMR) systems.
• Strong leadership, coaching, and interpersonal skills.
• Excellent critical thinking, problem-solving, and decision-making abilities.
• Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively within a remote team environment.
• Experience supporting Canadian healthcare organizations is an asset.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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