Director of Patient Support - Remote

Overview

The Director of Patient Support at Zócalo Health will lead and grow a high-performing, distributed team responsible for engaging patients and driving retention across multiple channels.

In Short

• Lead a team of Patient Support Specialists to meet performance benchmarks.
• Drive accountability and performance across remote staff.
• Model a customer-first mindset to enhance patient experience.
• Establish and monitor KPIs related to outreach and documentation.
• Develop workflows and quality assurance protocols for patient interactions.
• Collaborate with clinical and product teams for patient activation.
• Manage real-time operations for staffing and outreach strategies.
• Identify automation opportunities to improve workflows.
• Serve as a systems expert for EHR, CRM, and telephony tools.
• Fluent in Spanish and English is required.

Requirements

• 8+ years in patient support with 4 years in leadership.
• Experience with performance-based KPIs and coaching.
• Strong customer service track record.
• Experience with telephony systems and EHRs.
• Excellent communication and problem-solving skills.

Benefits

• Ground floor opportunity in a fast-growing healthcare company.
• Comprehensive medical, dental, and vision benefits.
• Generous home office stipend.
• Competitive compensation package.
• Generous PTO policy including 6 paid holidays.