Overview
Client Care Coordinator / Practice Manager Jobs in Greater Kuala Lumpur at Share Resolve
Title: Client Care Coordinator / Practice Manager
Company: Share Resolve
Location: Greater Kuala Lumpur
ABOUT SHARE RESOLVE
Share Resolve is a growing psychology practice run as a social enterprise, which means helping people comes before profit.
Our mission is to help as many people as possible to live happier and more fulfilling lives – including people who might never have thought of seeing a psychologist, people who feel held back by stigma, and people for whom the cost of psychological support might otherwise put it out of reach.
We work hard to make reaching out for help feel as easy, and as free from worry, as possible. Being a social enterprise also shapes how we treat our team: we believe in paying our people fairly and supporting them to grow. Our psychologists see clients at our centres in Kuala Lumpur and Petaling Jaya, and in partnership with schools, businesses and other organisations.
ABOUT THIS ROLE
We are looking for someone to become the warm, organised heart of our practice – the person our clients meet first, and the person who helps everything run smoothly behind the scenes.
We have written this advert to suit a range of experience. Everyone in this role looks after our clients and supports our psychologists. For the right person, there is real scope to grow into managing the practice and helping us grow as an organisation, with responsibilities and salary to match.
We are also moving to a system that lets clients book their own appointments. That means less time spent on diary admin and more time on what matters most: helping people feel at ease, building relationships, and reaching those who need us.
WHAT YOU WILL DO
Looking after our clients (the heart of the role):
- Respond to enquiries by phone, WhatsApp and email, and explain clearly and warmly how our psychologists work and how they may be able to help.
- Help people feel at ease at what can be a difficult moment – including those who feel anxious, who worry about stigma, or who may need subsidised fees to be able to afford support.
- Build warm, trusting relationships with our clients, so they feel supported from their very first contact with us.
- Help people choose the right psychologist for them, based on the understanding you build of each psychologist's expertise, approach and availability.
- Support clients with booking and rebooking as we move to self-booking, and notice when someone has not arranged a follow-up, gently checking in with them.
- Pass on clients' requests and messages to our psychologists.
- Liaise with our partner schools, businesses and other organisations to arrange for our psychologists to meet clients at their premises.
- Keep day-to-day partnerships running smoothly – for example, making sure schools' consent forms stay up to date, learning the school day so you can help parents book around it, and working with the HR teams of companies that fund their staff's sessions.
- Work closely with our bookkeeper so that you can let clients know about any missed payments, kindly and tactfully.
Supporting our psychologists:
- Build a good working relationship with each of our psychologists, so you understand their work and can explain it well to clients.
- Make sure our psychologists have the resources, assessment tools and equipment they need, and are in the right place at the right time with everything prepared.
- Keep our centres and clinic rooms clean, secure, welcoming and fully functional.
- Look after our resource library.
- Arrange events, meet-ups and training for the team, which you are welcome to join.
Helping to run and grow the practice (for the right person, or as you grow):
This is where the role can expand. Depending on your experience, you may:
- Oversee the day-to-day administration of the practice.
- Work with the relevant government bodies and international organisations to gain formal recognition of Share Resolve as a social enterprise.
- Coordinate with our partner schools, businesses and NGOs so that their systems and ours work well together – for example, on scheduling, shared processes and joint programmes.
- Help us choose, set up and improve the software and online tools we use to run the practice.
- Help us grow, by finding new ways to reach more people and supporting the wider running of the practice alongside our clinical director.
ABOUT YOU
We are looking for someone who is:
- Kind, approachable, understanding and non-judgemental towards everyone.
- Naturally able to put people at ease, including those who are anxious, distressed, or unsure whether they can afford help.
- Genuinely interested in building relationships, with clients and with our team.
- Keen to learn how our psychologists work and the approaches they use, so you can explain this clearly and warmly to clients.
- Able to keep client information completely confidential.
- A confident communicator in English. Chinese (Mandarin or Cantonese) is especially valuable to us at the moment, and Malay is helpful too.
- Well organised, proactive and able to work independently, while knowing when to ask for guidance.
- Comfortable learning new software and online services.
- Open and receptive to feedback.
If you are aiming at the Practice Manager level, we would also value:
- Experience in office management, operations or administration.
- Confidence dealing with external organisations, government bodies or partners.
- Experience setting up or improving systems and processes.
WHO THIS ROLE MIGHT SUIT
We welcome applications from all backgrounds. In our experience, this role suits two kinds of people especially well:
- Someone with an administration or office background who would like their work to mean more, by being aimed at helping people.
- Someone with a background or training in psychology or social work who is also highly organised and enjoys the practical side of keeping things running smoothly.
If you recognise yourself in either of these – or somewhere in between – we would be glad to hear from you.
PRACTICAL DETAILS
- The role can be done remotely from home, but you will need to travel to our centres in KL and PJ at times.
- You will report to a clinical psychologist who has experience of administration.
- We are aiming to fill this role as soon as possible, but we may be willing to wait for the right candidate, so please do not delay your application.
HOW TO APPLY
Click Apply to send us your profile through LinkedIn. We would also really encourage you to email us at [email protected] and tell us a little more about yourself: why you would like to work with us at Share Resolve, and how you think you could help us. A short note like this is the best way for us to get to know you. Please also let us know when you could start, and feel free to email us with any questions.
