Care Coordinator (Client Intake and Conversion)

Position Summary

The Care Coordinator is a client-facing, conversion-critical role responsible for guiding prospective clients from initial inquiry through consultation and into ongoing care.

This role sits at the intersection of client experience and revenue growth. You will lead consultative conversations that build trust, identify client needs, and confidently guide individuals toward booking and beginning services.

You are not just responding to inquiries—you are helping people take an important step in their lives while ensuring the practice converts demand into meaningful care.

Key Responsibilities

1. Lead Intake & Client Communication

·      Serve as the first point of contact for prospective clients via phone, email, text, and online inquiries

·      Respond quickly and thoughtfully to all new inquiries

·      Build rapport through warm, professional, and confident communication

·      Guide prospective clients toward booking a consultation using a consultative approach

2. Conduct Consultative Intake Conversations

·      Lead structured intake conversations to understand client needs, preferences, and readiness

·      Recommend appropriate providers and services based on clinical fit and client goals

·      Confidently guide clients toward next steps (booking and starting care)

·      Address common concerns (cost, timing, fit, out-of-network questions) with clarity and professionalism

·      Navigate hesitation and indecision while maintaining a high-trust, non-pressured experience

3. Drive Conversion & Funnel Performance

·      Own consultation booking rates and contribute to improving overall conversion performance

·      Track and manage all leads through the CRM (HubSpot)

·      Execute timely and persistent follow-up across phone, text, and email

·      Identify drop-off points in the intake process and recommend improvements

4. Client Experience & Onboarding Support

·      Ensure a seamless and supportive onboarding experience for new clients

·      Collaborate with clinical and administrative teams for smooth handoffs

·      Maintain accurate and detailed records of all client interactions

5. Operational & Team Support

·      Maintain CRM hygiene and ensure visibility across the team

·      Provide occasional administrative or office support as needed (minimal portion of role)

Key Performance Indicators (KPIs)

·      Speed-to-lead response time (target: same day or within 1 business day)

·      Consultation booking rate (target to be defined and improved)

·      Consultation show rate

·      Consultation-to-client conversion rate (measurable improvement expected within 3–6 months)

·      Weekly volume targets (booking and attended consultations)

·      CRM accuracy and completeness

Who Thrives in This Role

·      You are both empathetic and persuasive—you build trust quickly and guide people toward decisions

·      You take ownership of outcomes, not just tasks

·      You are comfortable discussing cost, commitment, and next steps

·      You follow up consistently and professionally without hesitation

·      You are energized by improving systems, metrics, and performance

·      You communicate with warmth, clarity, and confidence across all channels

This Role Is Not a Fit If

·      You prefer purely administrative or behind-the-scenes work

·      You feel uncomfortable guiding people toward decisions or commitments

·      You avoid follow-up or find it difficult to address objections

·      You are not motivated by performance metrics or outcomes

Why Join Healthy Minds NYC

·      Be part of a growing, mission-driven mental health practice

·      Play a direct role in helping clients access meaningful care

·      Work closely with leadership and contribute to improving systems and performance

·      Opportunity for growth into more senior operations or client experience roles

Required Qualifications

·      2+ years in client-facing, intake, or consultative roles (healthcare, coaching, or service-based preferred)

·      Strong communication skills (phone, email, text)

·      High emotional intelligence and professionalism in sensitive conversations

·      Experience managing multiple conversations and priorities simultaneously

·      Comfort working in remote, fast-paced environments

Preferred Qualifications

·      Experience in consultative sales, intake coordination, or client conversion roles

·      Familiarity with mental health services or coaching environments

·      Experience with CRM systems (HubSpot preferred)

·      Bachelor’s degree in Psychology, Communications, Business, or related field

·      Salary range: $65,000–$75,000 annually with opportunities for bonus

·      Medical, dental, and vision insurance (fully covered for individual)

·      401 K with 3% match

·      4 weeks of PTO plus major holidays