Director, Patient Support

Job not on LinkedIn

🕒 May 27

🏄 California – Remote

🏄 California – Remote

💵 $150k - $160k / year

⏰ Full Time

🔴 Lead

👔 Director

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Zócalo Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

📡 Telecommunications

🌍 Social Impact

Healthcare • Telecommunications • Social Impact

Zócalo Health is a primary care group aimed at improving patient experiences and access to healthcare for Latino communities. They provide culturally competent, integrated whole-person care, connecting complex and high-risk patients with dedicated care teams that include local health outreach specialists. Zócalo Health emphasizes building lasting relationships within the community and offers a combination of in-person and virtual services to cater to the unique medical, social, and mental health challenges of its members.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.