Director, Patient Support

Zócalo Health•Remote, CA

7d•$150,000 - $160,000•Remote

About The Position

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. We are looking for someone who is not only passionate about service excellence but also thrives in a dynamic environment where continuous improvement and adaptability are essential. This role requires an operator who can build systems, coach to metrics, and scale workflows across regions while working closely with clinical, product, and operations teams. The Director of Patient Support will initially report to the CEO.

Requirements

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.
You must be authorized to work in the United States.

Nice To Haves

Athena experience is a plus.

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.