Client Engagement Specialist + Executive Support

Zeeva Behavioral Health | Sherman Oaks & West Los Angeles, CA
Full-Time | Hybrid, Mostly In-Person in Sherman Oaks | $23–$26/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.

The Client Engagement Specialist 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 your job.

For many clients, you will be the first person 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 receptionist role, and it 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 also provide administrative and executive support, helping important priorities, projects, communication, and follow-through keep moving.

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.

Executive + Administrative Support

• Coordinating scheduling, meetings, communication, and administrative priorities for the executive director.
• Tracking action items, deadlines, commitments, and follow-up.
• Helping organize projects and make sure important work keeps moving.
• Coordinating with clinicians, candidates, vendors, leadership, and outside partners.
• Maintaining organized and confidential information.
• Noticing unfinished work and helping close the loop.

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 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 own outcomes.

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 care deeply about mental healthcare.

You do not need to be a therapist, but you do need to understand why helping someone get connected to the right care matters. You believe the work surrounding therapy can change lives!

You may be exceptional here if you are:

• Warm and genuinely personable. People become comfortable with you quickly.
• Exceptionally responsive. You understand that client-care matters are time-sensitive.
• Persistent without being pushy. You follow through until there is a clear outcome.
• Naturally proactive. You spot gaps and open loops before someone points them out.
• Relationship-oriented. You remember the person behind the task.
• Highly organized. You can hold many clients, conversations, responsibilities, and follow-ups at once.
• 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 CRMs, EHRs, scheduling platforms, and new systems quickly.
• Fast without being careless. Urgency and accuracy both matter.
• Someone who takes initiative. You do not need every next step assigned to you.

This Is Probably Not the Right Role for You If

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

You wait to be told what needs following up.

You are looking for a traditional front-desk job and feel no particular connection to mental healthcare.

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

This is a role for someone who wants responsibility for the outcome, not just the task.

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 growing.

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

• 1–2+ years in a high-volume client-facing role such as healthcare, intake, scheduling, customer service, customer success, admissions, hospitality, or consultative sales.
• Excellent verbal and written communication.
• Strong phone presence and genuine comfort speaking with people who may be struggling.
• Proven ability to manage many conversations, follow-ups, and open tasks simultaneously.
• Strong organization and attention to detail.
• Comfort working toward measurable goals.
• Initiative and strong follow-through.
• Sound judgment and a clear sense of when something needs to be escalated.
• Comfort across phone, text, email, scheduling software, and CRM systems.
• Ability to work primarily in person in Sherman Oaks.

Preferred

• Behavioral health, psychotherapy, psychiatry, or another patient-facing healthcare setting.
• Mental health intake or admissions experience.
• Insurance eligibility or benefit-verification experience.
• Familiarity with commercial insurance, Medicare, or Medi-Cal.
• EHR or healthcare scheduling-platform experience.
• Executive or administrative support experience.
• Customer success, account management, admissions, enrollment, or consultative-sales experience.
• Experience with retention, re-engagement, cancellations, or no-show management.

Mental health experience is valuable, but we are equally interested in someone from customer success, hospitality, admissions, executive support, or consultative sales who brings exceptional warmth, judgment, and follow-through and can learn the healthcare side.

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.

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.