Patient Support Specialist (9:30am -6pm PST)

About the role

The Patient Support Specialist will join Zócalo Health at a critical time in the history of our company and of primary care. The opportunity for impact is large and growing, and Zócalo Health will lead the transition from fee-for-service to value-based care for the growing Latino and other marginalized communities in the U.S.

Responsibilities

• Conduct outbound and inbound calls to potential patients to explain services and assist with enrollment or scheduling.
• Complete short intake forms to accurately collect demographic, eligibility, and clinical information.
• Schedule patient appointments based on availability, location, and provider match.
• Meet or exceed daily, weekly, and monthly performance goals (e.g., calls made, conversions, appointments scheduled).
• Maintain a positive, empathetic, and professional attitude toward patients and teammates at all times.
• Follow scripts and workflows while maintaining flexibility to personalize each conversation.
• Document all interactions thoroughly and accurately in the company’s EHR system.
• Collaborate with team members to troubleshoot scheduling or communication issues.
• Adhere to HIPAA and confidentiality standards when handling patient information.
• Participate in ongoing training, feedback, and quality assurance sessions to continually improve performance.

Qualifications

• 1–2 years of experience in a contact center, customer service, or patient access role.
• Excellent verbal communication skills and comfort making or receiving high volumes of patient calls daily.
• Strong interpersonal and listening skills; ability to engage compassionately and build trust quickly.
• Ability to meet or exceed performance quotas in a structured environment.
• Proficiency with basic computer applications (CRM, scheduling systems, or EHRs preferred).
• Bilingual (English-Spanish), both oral and written, is required. If you are not fully bilingual, please do not apply.