Director, Patient Support

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.

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

• Fluent in Spanish and English (verbal and written)
• 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.

Qualifications

• Fluent in Spanish and English (verbal and written)
• 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.