Mental Health Services Facilitator

About Mental Health Services

Our mental health team consists of psychologists, arts-based therapists and consulting professionals. We work collaboratively with children/youth and their families/networks to provide holistic care.

About The Role

As a facilitator, you will oversee the coordination of our Mental Health services across our centers in Delhi and Gurgaon. You will be the intermediary between the client and the clinician for all non-clinical aspects. This role involves managing one-time intake and long-term therapy client schedules, coordinating with multidisciplinary teams, and providing support to clients and families before and after each session. Ensuring excellent client journeys at each step will be your primary goal.

This is a Monday to Saturday full-time in-office role based across our Delhi and Gurgaon centers.

Responsibilities

Coordinate and oversee the daily operations like attending client calls, handling referrals, meeting clients in person, managing long-term clients, booking follow-up sessions, coordinating appointments with clients and clinicians, maintaining trackers, etc.

• Work closely with the MH lead and managers in ensuring clinician's calendars are updated for leaves, trainings, and ongoing clients to make booking process easier for front desk
• Work closely with the MH lead in ensuring timely allocation of therapy referrals for each client and provide booking support as needed
• Work closely with the MH lead in ensuring slot availability during therapist hours that work best for the client
• Provide information and support to clients and families before and after sessions and act as the point of contact for client feedback, grievances and escalations.
• Ensure timely and efficient communication over email, calls, and WhatsApp with clients and families regarding appointment details and maintain required documentation.
• Coordinate with multidisciplinary teams including clinical team, front desk, finance, product, and business for smooth delivery of the sessions
• Monitor session activities and make adjustments as necessary to ensure high client and clinician satisfaction.

Address any concerns or questions from clients and families and provide guidance on the next steps post-intake or during the ongoing sessions

• Manage internal referrals for Mental Health services and act as the SPoC for parent and clinician
• Prepare monthly reports and analyze data to identify areas for improvement.
• Provide training and support for new launches as necessary.

Qualifications

Qualifications

• Bachelor’s degree in any field. Desirable qualification in health
• 4-6 years of experience in schedule management, and coordination, especially in a client-facing environment.

Skills And Qualities

• Excellent communication and interpersonal skills with fluency in both English and Hindi. 2. Excellent organisational skills, with the ability to use Excel and work with data.
• Empathy and patience when working with children and families.
• High awareness and willingness to work in the Mental Health space.
• Ability to work collaboratively in a multidisciplinary team environment.
• Proficiency in using electronic health records and other administrative software.
• Proactive and solution-oriented approach to problem-solving. 8. Responsive in terms of time - the ability to keep to targeted timelines.