Client Care Coordinator – Healthcare

About Hopscotch

Hopscotch Children’s Therapy Centre is a specialist paediatric clinic in central London, delivering Sensory Integration, Occupational Therapy, and Speech and Language Therapy to children with neurodevelopmental differences including autism, ADHD, sensory processing disorder, and dyspraxia. We support children and their families through EHCP-funded and private pathways, working closely with Local Authorities, schools, and multidisciplinary professionals.

We are in an active phase of growth, expanding our clinical team and developing an Alternative Education Provision at our adjacent premises. As we scale, the quality and consistency of each family’s journey through the clinic matters more than ever, and this role is central to delivering it.

The Role

We are looking for an experienced, well-organised Care Coordinator to own the client journey from first enquiry through to discharge. You will be the main point of contact for our families once they are with us, coordinating assessments, therapy blocks, reviews and reports across our clinical team, and making sure that every child’s care is planned, communicated and delivered without gaps.

You will work alongside our Client Services & Reception Coordinator, who leads front-of-house, day-to-day bookings and payments. Between the two roles, you will cover the full operational journey of a family at Hopscotch: the Client Services & Reception Coordinator as the welcoming face of the clinic, and you as the person who holds each child’s care pathway together.

This is not a clinical role, but it sits very close to the clinical work. It suits someone who has coordinated care in a private clinic, understands how therapy pathways, funding and reporting fit together, and is comfortable having considered, sensitive conversations with parents of neurodiverse children.

The successful candidate will bring a minimum of two years’ experience in a care coordination, client services or practice administration role within a private or independent clinic, ideally working with neurodiverse children and their families.

Reporting Line

This role reports directly to the Operations Director and works alongside the Client Services & Reception Coordinator. You will work closely with the clinical leads and therapists on a daily basis, and with external professionals including Local Authority SEND teams, schools and referring clinicians.

Key Responsibilities

Client Journey & Care Coordination

• Manage the full client journey from initial enquiry through intake, assessment, therapy, review and discharge.
• Triage new enquiries and referrals, gather relevant history and documentation, and match families to the right service and clinician.
• Coordinate initial assessments, therapy blocks, reviews and multidisciplinary meetings across the clinical team.
• Own the waiting list: keep it accurate, keep families informed, and work with clinicians to fill capacity promptly.
• Track report deadlines, review dates and therapy block end dates so that nothing is missed and families always know what comes next.

Family Communication & Support

• Act as the named point of contact for families throughout their time at Hopscotch.
• Explain pathways, timelines, fees and funding options clearly and sensitively to parents and carers.
• Handle complex or sensitive family conversations with care, escalating safeguarding or clinical concerns appropriately.
• Gather and act on family feedback, and take first-line ownership of concerns and complaints.
• Support families to prepare for appointments, including adjustments for children with sensory or communication needs.

EHCP, Funding & External Liaison

• Coordinate EHCP-funded packages: liaise with Local Authority SEND teams, raise and track purchase orders, and ensure funding is confirmed before therapy begins.
• Liaise with schools, paediatricians and other external professionals to support joined-up care.
• Prepare and send reports, letters and documentation to families, schools and Local Authorities within agreed timeframes.
• Maintain accurate records of funding agreements, session allocations and usage against each package.

Clinical Team Support

• Work with clinicians to plan caseloads, therapy blocks and room allocation so diaries are used well.
• Ensure consent, registration and onboarding documentation is complete before a child’s first session.
• Keep client records accurate and up to date on the practice management system, in line with GDPR.
• Support clinicians with the administration around reports, reviews and discharge.

Working with Client Services

• Work day-to-day with the Client Services & Reception Coordinator so that bookings, payments and family communication are consistent and nothing falls between the two roles.
• Provide reception and booking cover during absence, and contribute to service-improvement initiatives across the operations team.

Person Specification

Essential

• Minimum two years’ experience in a care coordination, client services or practice administration role within a private or independent clinic (for example a therapy, paediatric, medical, dental or allied health practice).
• A track record of managing a client or patient journey end to end, not just reception or bookings.
• Excellent written and verbal communication, with the confidence to hold sensitive conversations with parents.
• Strong organisational skills, attention to detail and the ability to track many moving parts across a caseload.
• Able to stay calm, prioritise and follow through in a busy clinical environment.
• Confident using Microsoft 365 and a practice management, booking or CRM system.
• A warm, professional and empathetic approach to children and families.
• Understanding of GDPR, confidentiality and safeguarding in a client-facing setting.

Desirable

• Experience working with neurodiverse children and their families (autism, ADHD, sensory processing differences, dyspraxia).
• Knowledge of SEND, EHCPs and Local Authority funding processes.
• Experience of paediatric therapy services (Occupational Therapy, Speech and Language Therapy or Sensory Integration).
• Experience using TM3 or a similar practice management system.
• Experience handling fees, invoicing and funded packages.

Please note: this role requires experience gained in a private or independent clinic setting. Experience gained solely within the NHS will not meet the essential criteria for this position.

What We Offer

• A central, hands-on role in a growing specialist clinic, with real ownership of the family journey.
• Direct working relationship with the Operations Director and close exposure to the clinical leadership team.
• Salary of £30,000 – £35,000 depending on experience.
• 20 days’ annual leave plus bank holidays.
• A centrally located clinic in Bloomsbury, WC1E.
• A supportive, mission-driven team environment.