Administration and Client Support, Substance Use Care Hub

The Inner City Family Health Team is a multidisciplinary team serving individuals with complex health needs. The Substance Use Hub (HUB) provides addiction medicine treatment, case management, counselling, and psychiatric care, with a pathway to primary care and wraparound supports for individuals struggling with substance use who are at the highest risk of overdose and death.

The Administrator and Client Support role is responsible for providing reception and administrative support to the HUB. The Medical Administrator assists in ensuring high-quality care through accessible, low-barrier services for individuals with complex needs and behaviours. Duties include managing patient records, bookings, physician schedules, and clinic flow; coordinating with pharmacies; and assisting with the preparation and communication of Hub-related information.

Success in this role requires strong attention to detail, comfort with technology, a commitment to accessibility, inclusion, and cultural safety, and a willingness to engage in ongoing learning. The successful candidate will demonstrate excellence in client service by phone and email, as well as the ability to de-escalate situations and problem-solve in a relational and effective manner.

Roles and Responsibilities:

Greet individuals at the front desk and build rapport with clients by engaging in a compassionate and welcoming manner.

Address the needs of SubHub clients through patient communication and effective communication and outreach with team members.

Collaboratively work with all interdisciplinary staff and physicians to support team members in the delivery of program(s) and address the needs of clients.

Scheduling meetings to update other team members with acquired information.

Filing and retrieving organizational documents, records, and reports as requested.

Communicating regularly with the members of the team.

Assisting in the maintenance of office meeting calendars to coordinate workflow and meetings.

Scheduling of appointments for clinical team members, especially with Physicians.

Greeting and checking in clients for the HUB and directing them to the appropriate resources.

Promoting teamwork by participating in ICFHT and HUB committees as requested.

Performing reception-related duties, responding to routine inquiries from telephone calls and emails.

Manage referrals and new patient processes

Redirecting calls or providing routine information which requires knowledge about the organization and its functions.

Supporting staff in assigned project‐based work.

Assisting with maintaining administrative manuals.

Qualifications, Skills, and Experience:

Post-secondary education in a related field such as Office and Business Administration.

Experience in carrying out general office responsibilities and procedures.

Experience with marginalized populations, specifically homeless communities would be considered an asset.

Ability to operate standard office equipment, including but not limited to, computers, telephone systems, calculators, copiers, and facsimile machines.

Medical office experience, preferably with homeless clients.

Demonstrated competence in MS Word, MS Excel, minute taking, public liaison, and telephone message intake.

Experience with Electronic Medical Records (EMR) management.

Good analytical and problem‐solving skills.

Capacity to adapt quickly to a fast paced, dynamic work environment.

Works well under pressure and in stressful situations.

Ability to prioritize, manage time effectively and be flexible in a very active work environment.

Ability to maintain a high level of confidentiality.

High degree of accuracy and attention to detail.

Ability to work independently and with a team.

Asset: knowledge and comfortability with the practice of harm reduction and people who use drugs.

Strong understanding of and commitment , trauma-informed, anti-oppression, anti-racist, and trans-inclusive practices.

Excellent interpersonal skills, positive disposition and presence and strong people skills.

Degree in social service or experience in social service sector would be considered an asset.

Ability to communicate effectively in writing and verbally.

Salary: $ 40,170.14 – $ 46,468.20 Eligible for HOOPP Pension and full benefits after successfully completing the probationary period.

Qualified applicants should send in a cover letter and resume by March 18, 2026 to recruitment@innercityfht.ca.

We thank all applicants for their interest. However, we will only be contacting those selected for an interview. We encourage applicants who reflect Toronto’s indigenous, 2SLGBTQIA+, racial and cultural diversity to apply.

We are pleased to accommodate the individual needs of job applicants throughout the recruitment and selection process in accordance with the Ontario Human Rights Code and the Accessibility of Ontarians with Disabilities Act, 2005 (AODA). If you require accommodation at any time throughout the recruitment process, please speak with the Hiring Manager.

As a condition of employment, the successful candidate will be required to submit proof of COVID-19 vaccination or documentation unless a valid accommodation under the Ontario Human Rights Code exists.