Patient Outreach Specialist

at Zócalo Health

Work From Home (Contra Costa County)

$23-$25/hour Remote Full-time Entry level

#communityhealth #healthequity #latinohealth #healthcare

About Us

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.

About Our Team

Our care model is designed to meet members wherever they are—whether in their homes, their communities, or our care hubs. As part of our team, you will go above and beyond to support the teams that engage with Zócalo Health members in a non-judgmental, respectful, and empathetic manner. Your role will be to address their needs and provide valuable feedback to help us continually improve our services.

About the Role

• Act as the first point of contact for new Zócalo Health members.
• Complete consent procedures for eligible members, transitioning them to a Promotora de Salud for full enrollment.
• Provide outreach services through various channels, including phone, SMS, email and digital platforms.
• Make appointment reminder calls to patients scheduled for appointments with Zócalo Health.
• Triage incoming calls by assisting members directly or routing them to the appropriate Zócalo Health team member.
• Work collaboratively with your team to ensure all individual and team targets and metrics are met for calls, registrations, and booked appointments.
• Quickly build trust and rapport with members, serving as the primary point of contact to assist them before full enrollment.
• Help patients troubleshoot technical issues with the patient-facing app or telehealth platform when needed.
• Regularly use our CRM tool and internal tracking systems to collect data, organize information, track tasks, and communicate with staff, patients, and family members.
• Take ownership of any issues that come your way to provide members with an experience that exceeds their expectations Identify and escalate member feedback to help us improve our products and services
• Work a full-time schedule, Monday to Friday, 9 am to 5 pm

Requirements for the Role

• Fluent in Spanish and English (verbal and written) – Required
• Previous experience in a high volume call center or customer service related role, with a proven track record of success during that period
• Ability to work in a fast-paced environment, handling multiple calls and inquiries efficiently.
• Strong attention to detail, accuracy in data entry, and organizational skills.
• Have a passion for working within your community.
• Demonstrate strong interpersonal skills and a genuine desire to enhance the health of individuals, their families and entire communities.
• Maintain a metrics-driven approach to your work and are committed to meeting quotas set for the team.
• Feel comfortable making high-volume outbound calls and triaging inbound calls
• Providing social support by listening to concerns of the patient and referring to appropriate support resources.
• Enthusiastic about leveraging technology to support your work and drive continuous improvement in care delivery.

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.

You must be authorized to work in the United States. We are open to remote work anywhere in the locations outlined in this job description.

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.