zocalohealth
Patient Support Specialist at Zócalo Health Remote (Full Time) Compensation: $26 - $28 per hour Hours: 9:30am - 6pm PST
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 very own shared and lived experiences and brings care to our gente . Founded in 2021 on the idea that our communities deserve more than just safety nets, we are backed by leading healthcare and social impact investors in the country to bring our vision to life. Our mission is to improve the lives of our communities—communities that have dealt with generations of poor experiences. These experiences include waiting hours in waiting rooms, spending mere minutes with doctors who don’t speak their language, and depending on their youngest kids to help them navigate our complex healthcare system. At Zócalo Health, we meet our members where they are, bringing care into their homes and neighborhoods through our team of community-based care providers and virtual care offerings. We partner with community-based organizations, local healthcare providers, and health plans that recognize the value of culturally aligned care, which are not limited to brief interactions in an exam room. Together, we are building a new experience that revolves around the use of modern technology, culturally competent primary care, behavioral health, and social services to provide a radically better experience of care for every member, their family, and the communities we serve. We are committed to expanding our reach to serve more members and their communities. We are looking for passionate individuals who share our belief that healthcare should be accessible, personalized, and rooted in the community. Join us in our mission to ensure that no one has to navigate the complexities of the healthcare system alone and that everyone receives the local, culturally competent care they deserve. Role Description 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. The Patient Support Specialist is responsible for connecting with potential and existing patients by phone to complete brief intakes, educate them about available services, and schedule appointments. This position is ideal for someone who thrives in a high-volume, fast-paced environment and enjoys helping vulnerable patients navigate their care journey with empathy and professionalism. This position will initially report to the Director of Patient Support. The Patient Support Specialist will contribute in the following ways: 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.
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. What you can expect from Zócalo Health Equity compensation package Comprehensive benefits including medical, dental, and vision 401k Generous PTO policy (up to 15 days per year for FT employees) $1,000 home office stipend We provide the equipment needed for this role. Opportunity for rapid career progression with plenty of room for personal growth. You must be authorized to work in the United States. Remote Work can be done from anywhere in the U.S. 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. Those 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.