TELL is a not-for-profit organization dedicated to providing the best, most effective support and counseling services to the international community in Japan, specifically to address the country’s growing (and, in many cases, unmet) mental healthcare needs. Our unique 3-in-1 structure (combining lifeline + counseling + outreach pillars within a mission-driven NPO structure) enables us to reach and impact a diverse range of communities. This approach allows us to address intricate human challenges in a more multi-dimensional and holistic manner.
Joining TELL offers a rare opportunity to apply your skills and experiences to an organization that makes a tangible difference in people’s lives every day.
The Role
Intake & Office Coordinator is responsible for managing and processing all client referrals, maintaining communications and relationships with referral sources, and working closely with our clinicians and the administrative team regarding all referral-related matters. This position will be willing to support prospective and current clients in all psychological states in need of support. Intake & Office Coordinator will also support in-person clinicians and clients, ensuring the office space is well-kept to provide a positive environment.
Working Arrangement
Location: Wesley Center 2F, 6-10-11 Minami Aoyama, Tokyo, Japan
Employment Type: One year fixed-term employment contract (Renewal is decided by mutual agreement)
Hours of Work: 40 hours per week (5 working days per week with a minimum of 4 days in the office per week).
Additional work outside of these hours may be required to meet job requirements. Flexible working arrangements and one-day working from home arrangements available.
Reporting to: Clinical Director
Responsibilities
Intake Duties
- Screen incoming referrals and create new files in electronic health records (EHR) system
- Coordinate with the Billing Team on client insurance eligibility
- Send intake paperwork to clients and coordinate through completion
- Review completed client intakes to screen for high risk or high acuity situations (Clinical Director or Clinical Manager should be notified of these situations)
- Maintain knowledge about the different payment types and the respective policies & procedures
- Maintain knowledge of clinician specialties and preferences
- Support clients and clinicians through internal transfers
- Consult regularly with the Clinical Director and Clinical Manager on referrals, unique situations, etc.
- Assign clients to clinicians with best fit of availability and clinician ability
- Manage the client waitlist and keep Clinical Manager apprised monthly of the status for insurance purposes
- Staff with Clinical Director or Clinical Manager all clients who have been on the waitlist for 45 days or longer along with identified barriers to assigning them to a therapist
- Onboard new clinicians and updated related materials
Clients and Office Administrations
- Monitor and respond to phone and voicemail messages
- Ensure all therapy rooms are comfortable, prepared, and fully stocked for the clinicians and clients
- Provide in-person support for the Tokyo clinicians and clients as needed
- Support the assessment team with in-person setup and client assistance as needed
- Initiate projects that lead to smoother and more efficient communication and in-office operations
- Collect and present monthly referral and intake statistics
- Complete translation of English language intake paperwork to Japanese language as needed
- Provide logistical oversight and coordination of the Tokyo office including assignment and scheduling of the therapy rooms
- Initiate projects that lead to smoother and more efficient communication and in-office operations
- Order office supplies as requested
Required Qualifications, Skills and Experiences
- At least 3 years of experience working in a fast-paced office environment
- Business-level or higher English proficiency in reading, writing, and speaking is required to handle client calls and communicate effectively with internal and external stakeholders. Japanese language skills are preferred but not required
- Computer proficiency (including Google Workspace & Microsoft Office)
- Experience at interacting on a professional level with a wide range of people and organizations
- Maintaining composure under pressure while maintaining empathy for clients matters
- Strong customer service acumen and respect for client confidentiality
- Excellent organizational and communication skills
- Detail oriented and efficient
- Embrace diversity with compassion and respect
- Previous experience in a clinical or medical setting preferred
What TELL could offer to you
Meaningful Impact: Contribute to a cause that truly matters by actively participating in mental health advocacy and making a positive impact on the lives of individuals and communities in Japan.
Flexible work environment and professional growth: Engage in continuous learning and professional development opportunities while enjoying a flexible work environment. We offer a three-month flexible working hours system with no core hours, giving you genuine autonomy over how you manage your work schedule. In addition, we provide hybrid working arrangements, with the flexibility to work from home when business needs allow.
Community Engagement: Be part of a vibrant and diverse community that actively engages with various stakeholders, including NGO, government, community organizations, corporate partners, and individuals passionate about mental health.
How to Apply
Interested candidates should send a CV or Resume to the following emails: [email protected]; [email protected]; [email protected].
Please note we are unable to provide a work visa, and require all applicants to have working permissions and residence established in Japan in order to be considered for the position.