Zócalo Health
Director, Patient Support
Role: Director, Patient Support at Zócalo Health
Location: Remote (Work From Home)
Compensation: $150,000-$160,000 per year
Employment type: Full-time
Seniority level: Director
About Us Zócalo Health is the first tech‑driven provider built specifically for Latinos, by Latinos. We are developing a new approach to care that is designed around our shared lived experiences and brings care to our gente. Founded in 2021, we are backed by leading healthcare and social impact investors.
Our mission is to improve the lives of our communities—communities that have dealt with generations of poor experiences. We meet our members where they are, bringing care into their homes and neighborhoods through community‑based care and virtual care offerings.
We partner with community‑based organizations, local healthcare providers, and health plans that recognize the value of culturally aligned care. We are building a radically better experience of care for every member, their family, and the communities we serve.
About the Role Zócalo Health is seeking a seasoned, mission‑driven Director of Patient Support to lead and grow a high‑performing, distributed team responsible for engaging patients and driving retention across multiple channels. This leader will be accountable for all aspects of team performance, from outreach and intake to issue resolution and appointment scheduling. The Director will initially report to the CEO.
Key responsibilities:
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 for the Role
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 & Perks
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.
Legal Statements You must be authorized to work in the United States. We are open to remote work anywhere in the locations outlined in this job description.
At Zócalo Health Inc., we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Location: Remote (Work From Home)
Compensation: $150,000-$160,000 per year
Employment type: Full-time
Seniority level: Director
About Us Zócalo Health is the first tech‑driven provider built specifically for Latinos, by Latinos. We are developing a new approach to care that is designed around our shared lived experiences and brings care to our gente. Founded in 2021, we are backed by leading healthcare and social impact investors.
Our mission is to improve the lives of our communities—communities that have dealt with generations of poor experiences. We meet our members where they are, bringing care into their homes and neighborhoods through community‑based care and virtual care offerings.
We partner with community‑based organizations, local healthcare providers, and health plans that recognize the value of culturally aligned care. We are building a radically better experience of care for every member, their family, and the communities we serve.
About the Role Zócalo Health is seeking a seasoned, mission‑driven Director of Patient Support to lead and grow a high‑performing, distributed team responsible for engaging patients and driving retention across multiple channels. This leader will be accountable for all aspects of team performance, from outreach and intake to issue resolution and appointment scheduling. The Director will initially report to the CEO.
Key responsibilities:
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 for the Role
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 & Perks
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.
Legal Statements You must be authorized to work in the United States. We are open to remote work anywhere in the locations outlined in this job description.
At Zócalo Health Inc., we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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