Director, Patient Support

Vaga não está no LinkedIn

🕒 Maio 27

🏄 California – Remoto

🏄 California – Remote

💵 $150.000 - $160.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Zócalo Health

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2021

📡 Telecomunicações

🌍 Impacto Social

Healthcare • Telecommunications • Social Impact

Zócalo Health é um grupo de cuidados primários que visa melhorar as experiências dos pacientes e o acesso aos cuidados de saúde para comunidades latinas. Eles fornecem um atendimento integrado, culturalmente competente e centrado na pessoa como um todo, conectando pacientes complexos e de alto risco com equipes de cuidados dedicadas que incluem especialistas locais em divulgação de saúde. A Zócalo Health enfatiza a construção de relações duradouras dentro da comunidade e oferece uma combinação de serviços presenciais e virtuais para atender aos desafios médicos, sociais e de saúde mental únicos de seus membros.

Descrição

• Build, lead, and inspire a team of Patient Support Specialists to meet and exceed performance benchmarks. • Drive accountability and performance across remote staff through regular coaching, structured development plans, and a strong feedback culture. • Model a customer-first mindset and drive best-in-class patient experience. • Establish, monitor, and refine team KPIs related to outreach volume, call handling, scheduling conversions, documentation accuracy, and response time. • Develop and implement workflows, scripts, and quality assurance protocols to ensure consistent, high-quality interactions with patients. • Oversee real-time operations to optimize staffing, queue management, and outreach strategies. • Partner with clinical, engagement, and product teams to ensure alignment in patient activation and scheduling workflows. • Represent Patient Support in regional operating committees and report on localized trends and issues. • Serve as the operational liaison for process escalations and patient experience feedback loops. • Collaborate with data/analytics to generate insights and performance reports. • Collaborate with product, engineering, and analytics teams to identify automation opportunities and build technology-enabled workflows that improve performance and member experience • Serve as a systems expert for EHR, CRM, telephony, and digital outreach tools; ensure proper documentation and data capture to support reporting and insights.

🎯 Requisitos

• Fluent in Spanish and English (verbal and written) – Required • 8+ years of call center or patient support team experience in a healthcare setting, with at least 4 years in a leadership role. • Demonstrated experience developing and managing performance-based KPIs and coaching to outcomes. • Strong track record of customer service excellence and driving patient satisfaction. • Experience with telephony systems, EHRs, and digital outreach tools; Athena experience is a plus. • Excellent communication, conflict resolution, and problem-solving skills.

🏖️ Benefícios

• Ground floor opportunity; shape the direction of a fast-growing, high impact healthcare company • Comprehensive benefits (medical/dental/vision) • Generous home office stipend • Competitive compensation • Generous PTO policy including 6 paid holidays.