Job Description: Therapy Administrative Officer

Department: Clinical Operations & Administration

Job Summary

The Therapy Administrative Officer is responsible for managing the client journey from initial enquiry and therapist matching to appointment scheduling, ongoing client engagement, and retention. The role combines lead management, ethical conversion, therapist coordination, clinical operations support, performance tracking, and administrative reporting to ensure a seamless and empathetic counselling experience while supporting practice growth and operational efficiency.

Key Roles & Responsibilities

1. Lead Management & Client Engagement

- Handle incoming enquiries through TeleCRM, landing pages, calls, WhatsApp, email, and other assigned channels.
- Conduct timely first-contact calls, understand client concerns and requirements, and maintain consistent follow-ups with new, warm, hot, and inactive leads.
- Explain the counselling process, available services, fees, and next steps clearly and professionally.
- Address client objections regarding fees, partner readiness, therapist suitability, availability, and online or in-person sessions.
- Guide interested clients towards suitable consultations and bookings through ethical, client-centred communication without pressure or guaranteed outcomes.

2. Therapist Matching & Appointment Coordination

- Recommend suitable therapists based on client concerns, expertise required, language preference, location, availability, and budget.
- Manage therapist calendars, schedule appointments, avoid scheduling conflicts, and coordinate bookings, payments, confirmations, cancellations, and rescheduling.
- Coordinate with therapists and the counselling coordination (TC) team regarding client requirements, pre-assessments, case handovers, and appointment changes.

3. Client Retention & Therapy Continuity

- Follow up with existing clients for recurring bookings, session renewals, missed appointments,



and continuity of therapy where appropriate.
- Understand client concerns or reluctance to continue and resolve administrative or scheduling barriers through empathetic communication.
- Support client re-engagement and minimise avoidable session drop-offs while respecting client choice and readiness.
- Escalate clinical concerns, complaints, or sensitive situations to the appropriate therapist or designated team.

4. Therapist Performance & Clinical Operations

- Monitor operational metrics such as session completion, cancellations, no-shows, client retention, clinical hours, and booking fulfilment.
- Support therapists in tracking monthly clinical and professional goals through scheduling, reporting, and administrative coordination.
- Identify scheduling gaps, underutilised slots, and operational bottlenecks, and share relevant updates with management.

5. CRM, Documentation & Reporting

- Maintain accurate and up-to-date records in TeleCRM and other assigned systems, including lead status, call notes, follow-up dates, client requirements, appointment details, and conversion outcomes.
- Prepare daily, weekly, and monthly reports on lead activity, conversions, pending follow-ups, appointments, client retention, and operational performance.
- Monitor assigned KPIs and ensure timely, accurate documentation and reporting.

6. Webinar & Internal Team Coordination

- Coordinate webinars, mental health workshops, and group meetings, including registrations, scheduling, speaker coordination, technical arrangements, reminders, and post-event follow-ups.
- Collaborate with therapists, counselling coordination,



sales, marketing, operations, and management to ensure smooth service delivery.
- Identify recurring client objections, conversion challenges, and process gaps, and recommend improvements to communication, CRM workflows, scheduling, and follow-up processes.

Key Performance Indicators (KPIs)

- Lead response time, number of leads contacted, and follow-up completion.
- Lead-to-booking conversion rate and paid conversions.
- Appointment scheduling accuracy and booking fulfilment.
- Client retention, recurring bookings, and reactivation of inactive leads.
- Therapist calendar utilisation and operational performance tracking.
- CRM accuracy, reporting timeliness, and adherence to response SLAs.
- Client experience, coordination quality, and process improvement initiatives.

Required Qualifications & Skills

- Education: Bachelor's or Master's degree in Business Administration, Healthcare Management, Psychology, or a related field.
- Experience: Minimum 3 years in administration, client engagement, operations, or coordination; experience in a counselling, mental health, healthcare, or wellness organisation is preferred.
- Communication: Excellent verbal and written English communication skills, empathy, active listening, and conflict-resolution abilities.
- Technical Skills: Proficiency in TeleCRM or similar CRM tools, Google Workspace/MS Office, scheduling platforms, and approved AI tools.
- Core Competencies: Strong organisation, multitasking, follow-up discipline, client relationship management, analytical thinking, attention to detail, and confidentiality.

Role Outcome

To deliver a timely, empathetic, and well-coordinated client experience from the first enquiry through booking and ongoing therapy engagement, while supporting therapist efficiency, client retention, practice growth, and operational excellence.

Job Type: Full time

Work Location: In person

📌 Therapy Administration Officer (HSR Layout)
🏢 The Marriage Fit
📍 HSR Layout