Client Care Coordinator - Mental Health Practice

Description

Client Care Coordinator

Zeeva Behavioral Health | Sherman Oaks & West Los Angeles, CA
Full-Time | Hybrid, Mostly In-Person in Sherman Oaks | $20–$23/hour, depending on experience

Nobody calls a therapist on a good day.

Something happened. A relationship ended. A panic attack in the car before work. A child who isn't okay and a parent out of ideas. A loss. A diagnosis. A morning when getting out of bed stopped feeling possible.

By the time someone reaches out to Zeeva, something in their life often needs to change. They may be frightened, overwhelmed, or unable to name exactly what they need.

What happens next can determine whether they get care or give up.

At Zeeva, the therapist owns what happens inside the therapy room.

Our Client Care team owns nearly everything that happens outside of it.

Why Zeeva Exists

Zeeva Behavioral Health is a therapist-led, woman-owned psychotherapy practice with offices in Sherman Oaks and West Los Angeles .

We provide exceptional clinical care while staying genuinely accessible, including through commercial insurance, Medicare, and Medi-Cal. We believe mental healthcare can be both deeply human and clinically extraordinary.

Our mission is to care for one another, bring light to the world, and advance trauma-informed, whole-person mental health, one life, one family, one community at a time.

We believe in changing lives, one session at a time.

But before that session can happen, someone has to make sure the person actually gets there.

That's where you come in.

For many clients, you will be one of the first people at Zeeva they ever meet and often the person they turn to when they don't know what to do next.

We want them to feel:

Someone knows what's happening. Someone is paying attention. Someone will help me figure this out.

The Role

First inquiry ? intake ? active therapy ? transitions ? discharge

From the first call through the end of care, you help make sure the client experience is warm, responsive, organized, and seamless.

This is not a traditional receptionist role, and your responsibility does not end when someone books their first appointment.

You will help prospective clients get into care, support current clients throughout treatment, clear administrative barriers, notice when someone begins falling out of care, coordinate transitions, and make sure open issues actually get resolved.

You will work closely with our Client Care and clinical leadership teams and learn the systems, judgment, and follow-through required to provide an exceptional client experience.

This is an outcomes-driven role with clear goals around responsiveness, scheduling, follow-up, retention, accuracy, and resolution.

What You'll Own

New Client Engagement

• Respond quickly and warmly to inquiries by phone, text, email, and web.
• Listen closely enough to understand what someone is actually looking for.
• Learn our clinicians well enough to help recommend thoughtful matches.
• Gather demographic and insurance information accurately.
• Coordinate eligibility and benefit verification.
• Help prospective clients get scheduled accurately and efficiently.
• Follow up with people who have not yet scheduled.
• Help clear the barriers keeping someone from taking the next step.
• Make sure every inquiry reaches a clear outcome instead of disappearing.

Ongoing Client Care

Your responsibility does not end when therapy begins.

• Support scheduling, recurring appointments, cancellations, and appointment changes.
• Notice gaps in care and proactively follow up.
• Help clients navigate insurance changes, benefit questions, paperwork, and administrative needs.
• Coordinate communication when a clinician's availability changes.
• Support smooth transfers to another Zeeva therapist when appropriate.
• Help clients reconnect after an interruption in care.
• Route clinical questions to the appropriate clinician quickly and make sure the client receives an answer.
• Track open client-care issues through resolution.
• Keep CRM activity, follow-up tasks, scheduling, and client information accurate and current.
• Support non-clinical transitions and discharge with the same care we bring to the beginning of the relationship.

Administrative + Team Support

• Help coordinate scheduling, meetings, communication, and administrative priorities.
• Track action items, deadlines, commitments, and follow-up.
• Help organize emails, projects and make sure important work keeps moving.
• Coordinate with clinicians, candidates, vendors, leadership, and outside partners.
• Maintain organized and confidential information.
• Notice unfinished work and help close the loop.
• Pitch in wherever needed to help the office and Client Care team run smoothly.

The Core Principle

If it happens outside the therapy room, we want you thinking about it.

The clinician owns diagnosis, treatment, clinical decision-making, risk assessment, and therapy.

You help own the experience surrounding that care.

You don't think:

I sent the message.

You think:

Did this get resolved?

You don't think:

They canceled.

You think:

Do they need help getting back on the calendar?

You don't think:

I forwarded the question.

You think:

Did the client actually get an answer?

You don't just complete tasks. You care about what happens next.

What Success Looks Like

Not busyness. Busy is easy.

Success means people who reach out to Zeeva receive a thoughtful response, get connected to care, and stay connected when they want to.

It means follow-up happens. Clients feel remembered. Open issues close. Information is accurate. Important things do not quietly fall through the cracks.

We will look at a handful of metrics together, including:

• Responsiveness to prospective and current clients.
• How many people who reach out actually get scheduled and how long it takes.
• Follow-up and intake completion.
• Continuity of recurring appointments.
• Re-engagement after cancellations or interruptions in care.
• Resolution of open client-care issues.
• Accuracy of client, insurance, and scheduling information.

We believe in accountability without losing sight of the person behind the number.

Metrics help us know whether clients are actually receiving the responsiveness, care, and follow-through they deserve.

Who Will Thrive Here

You do not need years of behavioral health experience.

You do need to be someone who is friendly, hungry to learn, quick on your feet, and genuinely "on it".

You may be exceptional here if you are:

• Warm and genuinely personable. People become comfortable with you quickly.
• Exceptionally responsive. You don't like leaving people waiting when something can be handled now.
• Persistent without being pushy. You follow up instead of assuming silence means no.
• Naturally proactive. You notice what needs attention and take the next step.
• Eager. You want responsibility, want feedback, and want to become excellent at what you do.
• Relationship-oriented. You remember the person behind the task.
• Highly organized. You can keep multiple conversations, responsibilities, and follow-ups straight.
• Emotionally intelligent. You stay grounded with people who are anxious, grieving, overwhelmed, or frustrated.
• Clear and polished. Your calls, texts, and emails represent Zeeva.
• Comfortable being measured. You want to know how you're doing and where you can improve.
• Accountable. You care about outcomes, not merely completing tasks.
• Strong with technology. You learn new systems quickly.
• Fast without being careless. Urgency and accuracy both matter.
• Someone who takes initiative. You don't wait for every next step to be assigned to you.
• The person people can count on. If you say you'll handle something, you handle it.

You may be early in your career. That's okay.

What matters more to us is how you show up.

This Is Probably Not the Right Role for You If

You believe I sent them an email means the work is done.

You regularly need someone else to remind you what needs following up.

You are looking for a quiet front-desk position where you simply complete the tasks assigned to you.

You become uncomfortable or disengage when someone is emotional, frustrated, or overwhelmed.

You prefer a slow-moving environment where priorities rarely change.

This is a role for someone who wants to be involved, useful, accountable, and trusted.

Our Core Values

Heart-Centered

Empathy leads. We show up warm, present, grounded, and authentically human with our clients, our colleagues, and ourselves.

Inspired Learning

We are forever students. Curiosity and lifelong learning are in our DNA. We seek wisdom, evolve our skills, and never stop learning.

Dedicated to Excellence

We take responsibility for doing things well, following through, and continually raising the quality of care to honor the sacred trust our clients, clinicians, and community place in us.

The Power of We

No one works alone. We practice generosity, collaboration, and collective wisdom. We are intentional go-givers who show up fully for the whole team.

Brave Reflection

We look inward with courage and honesty. We build through active feedback, accountability, and the kind of vulnerable openness that makes us better: individually and together.

If these feel less like aspirational words and more like how you already want to work, we would love to meet you.

Qualifications

Required

• Experience in a client-facing, customer-facing, administrative, hospitality, healthcare, retail, education, or service role.
• Excellent verbal and written communication.
• Strong phone presence and genuine comfort talking with people.
• Strong organization and attention to detail.
• Reliability and excellent follow-through.
• A natural sense of urgency and responsiveness.
• Comfort receiving feedback and learning quickly.
• Sound judgment and willingness to ask when you aren't sure.
• Comfort across phone, text, email, scheduling software, and other technology.
• Ability to work primarily in person in Sherman Oaks.

Preferred, But Not Required

• Behavioral health, psychotherapy, psychiatry, or another patient-facing healthcare setting.
• Mental health intake or admissions experience.
• Insurance eligibility or benefit-verification experience.
• EHR or healthcare scheduling-platform experience.
• Administrative or executive-support experience.
• Customer service, hospitality, admissions, enrollment, or consultative-sales experience.
• Experience handling scheduling, cancellations, or high volumes of communication.

Mental health experience is wonderful, but it is not required.

We are equally interested in the exceptional person coming from a restaurant, hotel, doctor's office, school, retail environment, customer-service team, or administrative role who brings warmth, intelligence, urgency, and outstanding follow-through.

Work Location

This is a hybrid role with the majority of work performed in person at our Sherman Oaks office .

You may also support our West Los Angeles location as needed. Remote work is available when appropriate, but this is intentionally a highly present, people-facing role.

Compensation

$20–$23/hour, depending on experience.

Why This Work Matters

You don't have to provide therapy to help change a life.

Every call you answer, client you help schedule, obstacle you clear, follow-up you complete, and clinician you support helps make another session possible.

Changing human lives, one session, one person, one family, one community at a time.