Client Care Coordinator (Work From Home)

Persona is the company top startups use to hire people from all around the world. Our vision is a future where each person can find the best role for them and companies can discover the world’s best talent. Founded by two Stanford University graduates, Persona works with the world’s fastest-growing technology startups. Our clients are funded by some of the world’s top investors, like Founders Fund, Sequoia Capital, and Andreessen Horowitz. Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the world—building out their organizations and helping them reach the next level of success. We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long-term career opportunities for everyone who joins the team. Who’s building Persona?We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard-working people spanning the globe, united by a culture of learning and continuous improvement. What we’re looking for:We’re seeking a highly organized, compassionate, and detail-oriented Client Care Coordinator to lead our client matching and care coordination process across a membership community of therapists and two psychotherapy practices. This role is designed for someone who delivers a high-touch, concierge-style experience, ensuring every client feels seen, supported, and thoughtfully connected with the right therapist. The Client Matching Concierge will also assist with ongoing therapist communication, ensuring that availability, openings, and practice updates are clearly shared with the Clinical Director and reflected accurately in our systems. Responsibilities—what you'll do:Personalized Client MatchingProvide a concierge-level experience for every mental health care seeker, ensuring all communications are timely, personalized, and thorough.Manage the full inquiry process from initial contact to confirmed match, ensuring no prospective client falls through the cracks.Thoughtfully match prospective clients with therapists based on their preferences, mental health care provider’s experience and areas of expertises, communication style, and availability.Follow up promptly and thoroughly with every inquiry, providing customized introductions and next steps.Offer thoughtful guidance and external referrals when a mental health care seeker requires services outside our practices.Maintain accurate tracking and data on all matches and referrals sent, ensuring consistent documentation for reporting and future reference. Therapist Coordination & CommunicationMaintain regular communication with therapists to ensure alignment and mutual fit with prospective new clients.Keep therapist details, including goals, availability, fees, and areas of focus, accurate and current in company documentation.Collaborate with therapists to confirm open slots and ensure that their profiles remain compelling and reflective of their work.Coordinate across both practices and the membership community to ensure seamless referral flow and up-to-date therapist information.Monitor consultation requests in EHR to ensure consultations are confirmed between client and therapist in a timely mannerMonitor therapists' consultation availability in EHR to ensure opportunity for potential clients to schedule consultations Process Improvement & CollaborationRefine and evolve the matching process to improve efficiency, clarity, and client satisfaction.Partner with leadership to develop and implement systems that support both client and therapist success.Track patterns in client requests, therapist availability, and referral outcomes to inform ongoing process improvements.Prepare and share regular data reports on client matches, referrals, and conversion outcomes with the Practice Directors to support strategic decision-making and operational transparency. Qualifications:Prior experience in mental health, client services, or high-touch hospitalityAble to familiarize themselves with HIPAA Compliant Platform, like SimplePractice or similar EHR platformsBasic web content management skills (e.g., WordPress, Squarespace, or other headless CMS tools) and willingness to learn if neededExperience collaborating with a marketing team to ensure therapist profiles and client materials remain current and aligned with brand messagingExceptional written and verbal communication skillsProven ability to manage multiple projects while maintaining excellent follow-throughFully fluent in EnglishAbility to commit long-term and full-timeThis position is for serious, career-oriented candidates Who You AreCompassionate, professional, and attuned to the emotional nuances of client careMeticulous with details and naturally organizedForward-thinking and eager to enhance systems and processesSkilled communicator who can balance empathy with efficiencyComfortable coordinating across multiple practices and priorities What we offer:Best salaries in the industryPermanent ability to work from anywhere in the worldOpportunities for growth and advancementA fast-paced and collaborative environmentWarm and friendly company cultureFull benefits Benefits at Persona:Health insuranceUnlimited paid time off (paid sick and vacation leaves)Annual bonuses based on performanceMonthly tech allowanceOpportunity to be paid in your currency of choiceOthers depending on seniority This is a full-time and long-term role, dedicated exclusively to serving one of our clients. We are looking for individuals who are ready to fully commit their time and energy to one company and grow and develop along with that company. All roles at Persona are 100% work-from-anywhere (work from home or wherever it suits you best). If this is your first time working for a U.S. company, that’s okay; we provide guidance and assistance getting set up as a remote professional. Once hired, we will carefully match you to a client company of ours that perfectly suits your career background, skills, and goals. In case you or any exceptional people you know are exploring other roles, our rapidly growing company is also looking for new team members with backgrounds in administration, bookkeeping, accounting, finance, project management, operations, recruiting, human resources, content writing, social media management, research, executive assistance, customer service, customer support, technical support, data management, video editing, sales, account management, marketing, and design. Visit our website for more information: https://www.personatalent.com/