Clinical Concierge

Zenara Health is looking for a warm, articulate Clinical Concierge to help psychiatrists and mental health clinicians get started with Zenara Assess and feel genuinely supported from their first interaction.

Our users are psychiatrists, mental health clinicians, and psychiatric practice teams. They are busy, professional, and clinically sophisticated. We are looking for someone who can speak with them calmly, clearly, and credibly — not as a salesperson, and not as a call-center script reader, but as a helpful guide who makes the experience feel easy, human, and well looked after.

This is not a sales role. It is not a call-center role. It is a high-trust concierge role for clinicians who are getting started with Zenara.

The main focus of the role is running short Microsoft Teams onboarding calls, following up after early Assess reports, helping users get the most out of Assess, and making sure questions or issues are routed cleanly. There is also a small component of answering inbound calls during the afternoon coverage window, though we expect inbound call volume to be low at the start.

You do not need to be a clinician, but a clinical or mental-health-related background is strongly preferred. This could include nursing, psychology, social work, behavioral health, care coordination, psychiatric practice administration, medical assisting, healthcare customer success, or current study in a related field.

About Zenara

Zenara is a psychiatric practice platform built by a psychiatrist, for psychiatry.

Our first product, Assess, helps clinicians gather a structured clinical picture before the first appointment, so they can spend more of the visit with the person in front of them — not just collecting information.

Zenara supports the clinician. It does not diagnose. It does not treat. It does not replace clinical judgment. The person in this role must understand and protect that boundary in every conversation.

What you’ll do

1. Run short Microsoft Teams onboarding calls

You will run scheduled 15-minute video calls with new users shortly after they sign up.

These calls are typically held on Microsoft Teams, so you must be comfortable appearing on video with clinicians and professional users.

You will:

• Welcome new users and help them feel oriented
• Walk them through a short demo report using a script and talking points we provide
• Help them understand how to get started with Assess
• Answer common workflow questions
• Keep the call clear, warm, and concise
• Log brief notes afterward

The goal is not heavy training. The goal is to help the clinician get to first meaningful use and feel that Zenara is responsive, thoughtful, and easy to work with.

2. Follow up after first and second reports

You will make light outbound follow-up calls or messages after users complete early Assess reports.

These follow-ups should feel helpful, not sales-driven.

You will:

• Ask whether the report made sense
• Understand whether the clinician is getting value from Assess
• Identify any friction or confusion
• Help the user understand the next practical step
• Encourage continued use where appropriate
• Capture feedback for the team
• Flag repeated questions or issues we need to fix

This is one of the most important parts of the role. A clinician should feel that Zenara did not just give them a tool and disappear. They should feel accompanied.

3. Help users get the most out of Assess

You will be one of the first people to hear where users are finding value, where they are confused, and what would make the experience easier.

You will:

• Help users understand the basic Assess workflow
• Reassure them when something is unfamiliar
• Explain what Assess does and does not do, using the guidance we provide
• Collect feedback from real user conversations
• Share patterns with the Zenara team so we can improve the product and onboarding experience

You will not be expected to answer clinical questions beyond your scope. We will give you clear guidance on what you can answer, what you should avoid, and when to escalate.

4. Provide light inbound call coverage during the afternoon window

As part of your scheduled coverage window, you may also answer occasional inbound calls from clinicians, practice teams, or users.

We expect inbound call volume to be low at the start, but we want anyone who does call Zenara to reach someone calm, capable, and helpful.

You will:

• Answer inbound calls when they come in during your coverage window
• Understand what the caller needs
• Help with basic questions where trained
• Route anything outside your scope to the right person
• Return missed calls where appropriate
• Capture clear notes after each interaction
• Make sure no caller feels ignored, rushed, or lost

This is part of the role, but it is not expected to be the majority of the work at this stage.

5. Keep clear notes and clean handoffs

After calls, you will enter short, structured notes so the rest of the team knows what happened and what needs to happen next.

You will capture:

• Who attended the meeting or called
• What they needed
• What was answered
• What still needs follow-up
• Who should own the next step
• Any urgent issue or concern
• Any repeated question, confusion, or product feedback

A good concierge does not just have a warm call. They make sure the next person has the context they need.

Requirements

What we’re looking for

The most important quality is presence.

You should be:

• Warm, calm, and clear on video and phone calls
• Comfortable speaking with psychiatrists and mental health clinicians
• Professionally credible without sounding stiff
• Able to follow a script without sounding scripted
• Good at knowing when something is outside your scope
• Reliable during agreed coverage hours
• Organized enough to log accurate notes after every interaction
• Comfortable with video calls, phone calls, and basic software tools
• Strong in spoken and written English
• Able to make clinicians feel helped, not handled
• Available for a consistent 4-hour US afternoon coverage window
• Flexible to expand hours over time as call volume grows

A background in one of the following is strongly preferred:

• Nursing
• Psychology
• Social work
• Behavioral health
• Care coordination
• Psychiatric practice administration
• Medical office support
• Healthcare SaaS or customer success
• Current study in a relevant clinical or mental-health-related field

Remote work setup

This is a live, customer-facing role.

Because calls with clinicians are held by Microsoft Teams video, and occasional inbound calls may come through our phone or Intercom system, you will need:

• Reliable high-speed internet
• A quiet, private place to take calls
• A working webcam
• Clear audio, ideally with a headset
• Comfort appearing on video with clinicians and professional users
• A professional, calm presence on camera
• The ability to troubleshoot basic call or video issues independently

Hours

This is a part-time contract role with fixed US afternoon coverage.

We are starting with a 4-hour daily coverage window, Monday–Friday:

1pm–5pm Eastern Time

For a West Coast-based candidate, this would be:

10am–2pm Pacific Time

There may be some flexibility around the exact window, but the goal is to provide reliable coverage during the US afternoon.

Hours may expand based on call volume.

Zenara has team members who can help cover earlier inbound calls until approximately 1pm ET. This role is intended to support onboarding calls, follow-up calls, and light inbound coverage during the US afternoon window.

Benefits

Compensation

Compensation is hourly because this role includes Microsoft Teams onboarding calls, outbound follow-up, documentation, and availability during a defined coverage window — with some light inbound call coverage as needed.

Recommended range:

$28–$35/hour, depending on experience

At the starting schedule of 20 hours per week, this is approximately:

$2,400–$3,000 per month, depending on hourly rate and actual hours worked.

Hours may expand based on call volume.

Please include your proposed hourly rate and availability when applying.

Training provided

We will train you on:

• Zenara Assess
• The demo report
• Common user questions
• What you can and cannot say
• When to escalate
• How to document calls
• How to keep conversations warm, short, and useful
• How to help users get to first meaningful use

What success looks like

A strong person in this role will make clinicians feel that Zenara is responsive, thoughtful, and easy to work with.

Success means:

• New users receive useful onboarding calls
• Early users are followed up with after reports
• Clinicians understand how to get meaningful value from Assess
• Common questions and friction points are captured
• Inbound calls, when they come in, are answered or returned quickly
• Clinicians feel helped, not sold to
• Every handoff is clean, clear, and timely

To apply

Please send your CV and a short note explaining:

• Your clinical, mental-health, healthcare, or customer-facing background
• Why you would be comfortable speaking with psychiatrists and mental health clinicians
• Your availability for a regular 1pm–5pm ET / 10am–2pm PT coverage window
• Whether you have flexibility to expand hours based on call volume
• Your proposed hourly rate
• Confirmation that you have reliable internet, a quiet workspace, webcam, and clear audio for Microsoft Teams video calls

Shortlisted candidates may be asked to complete a brief practice call using a sample Zenara scenario.

Generic applications will not be reviewed. Specific, direct applications will.