Clinical Concierge

Zenara Health

1d•$28 - $35•Remote

About The Position

Zenara Health is seeking a warm, articulate Clinical Concierge to provide support to psychiatrists, mental health clinicians, and their practice teams as they begin using Zenara Assess. This role focuses on guiding users, ensuring they feel supported and that their experience is easy and human. It is a high-trust role, distinct from sales or traditional call-center positions, emphasizing a helpful and credible approach. The primary responsibilities include conducting Microsoft Teams onboarding calls, following up after initial reports, assisting users in maximizing their use of Zenara Assess, and ensuring questions and issues are properly routed. A secondary duty involves handling low-volume inbound calls during a designated afternoon coverage window.

Requirements

Warm, calm, and clear presence on video and phone calls.
Comfortable speaking with psychiatrists and mental health clinicians.
Professionally credible without sounding stiff.
Ability to follow a script without sounding scripted.
Good at knowing when something is outside of 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 (1pm-5pm ET / 10am-2pm PT).
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.
Ability to troubleshoot basic call or video issues independently.

Nice To Haves

A clinical or mental-health-related background is strongly preferred.
Backgrounds may include nursing, psychology, social work, behavioral health, care coordination, psychiatric practice administration, medical assisting, healthcare customer success, or current study in a related field.
Experience in healthcare SaaS or customer success.
Flexibility to expand hours over time as call volume grows.

Responsibilities

Run short Microsoft Teams onboarding calls (approximately 15 minutes) with new users.
Welcome new users, provide a brief demo report walkthrough, and guide them on getting started with Zenara Assess.
Answer common workflow questions and ensure calls are clear, warm, and concise.
Log brief notes after each call.
Make light outbound follow-up calls or messages after users complete their first and second Assess reports to ensure they are getting value and to identify any confusion or friction.
Help users understand the basic Assess workflow, explain its capabilities and limitations, and collect feedback.
Answer occasional inbound calls from clinicians and practice teams during a scheduled afternoon coverage window.
Route inquiries outside of scope to the appropriate person and return missed calls.
Enter short, structured notes after interactions, capturing attendees, needs, answers, follow-up actions, owners, urgent issues, and feedback.
Ensure clear handoffs and context for the rest of the team.