Patient Support Specialist

About Zócalo Health

Zócalo Health is a pioneering, technology-driven healthcare provider created by and for Latinos, focused on addressing the unique healthcare challenges of Latino and marginalized communities in the U.S. Founded in 2021, the organization strives to transform healthcare experiences by integrating community-based care, virtual services, and culturally competent support to ensure accessible and personalized care.

Role Overview

The Patient Support Specialist plays an essential part in enhancing patient engagement and supporting the transition from fee-for-service to value-based care. This role involves both inbound and outbound communications with patients to facilitate service enrollment, gather intake information, and coordinate appointment scheduling.

Key Responsibilities

• Perform high volumes of outgoing and incoming calls to potential and current patients, clarifying services and assisting with enrollment or appointment setting.
• Accurately complete brief intake forms capturing demographic, eligibility, and health-related information.
• Arrange patient appointments considering provider availability, location, and patient needs.
• Consistently achieve or surpass set performance targets such as call volumes, conversion rates, and appointment bookings.
• Maintain professionalism, empathy, and a positive demeanor in all patient and teammate interactions.
• Adhere to scripted guidelines with flexibility to personalize discussions based on individual patient needs.
• Document interactions meticulously within the electronic health record (EHR) system.
• Collaborate with colleagues to resolve scheduling or communication challenges.
• Comply fully with HIPAA regulations and confidentiality protocols regarding patient information.
• Engage in continuous training, performance feedback, and quality improvement measures.

Qualifications

• Between 1 to 2 years of experience in customer service, contact center, or patient access environments.
• Exceptional verbal communication skills and the ability to manage a high volume of patient calls effectively each day.
• Strong listening skills and interpersonal empathy to build rapid trust and rapport with patients.
• Proven capability to meet or exceed performance benchmarks within a performance-driven setting.
• Comfortable using basic computer applications; familiarity with CRM, scheduling software, or electronic health records is advantageous.
• Fluency in both English and Spanish, in spoken and written forms, is mandatory. Applicants not fully bilingual will not be considered.

Benefits and Perks

• Equity participation as part of compensation.
• Comprehensive healthcare benefits including medical, dental, and vision coverage.
• 401(k) retirement savings plan.
• Generous paid time off policy with up to 15 days annually for full-time employees.
• $1,000 stipend to support home office setup.
• Provision of necessary equipment for the role.
• Fast-track opportunities for career advancement and personal development.

Additional Information

This full-time remote position operates between 9:30 AM to 6 PM Pacific Standard Time and offers hourly pay ranging from $26 to $29. Candidates must be authorized to work in the United States, and work can be undertaken from any location within the country. Zócalo Health is committed to fostering diversity and inclusion, considering all applicants without regard to race, ethnicity, religion, gender, sexual orientation, age, disability, or veteran status.