Zócalo Health

Business Development Rep

• Develop and lead the strategy for supporting Zócalo Health’s rapid growth into new markets
• Develop and manage the executive relationships with potential payer partners and communicating the key value proposition and services of Zócalo Health
• Gain a deep understanding of the local market and policy dynamics and working with cross-functional leads to develop customer proposals
• Be responsible for the development and negotiation of new contracts with partners/customers leveraging our community based approach
• Work alongside clinical and executive leadership to refine our product and service development strategies, including providing input for new products, new markets, and refinement of partnership models
• Connect with other external leaders to position Zócalo Health as a critical ally and partner in bringing innovative care delivery models to the Latino community
• Establish mechanisms to integrate customer feedback into our product development process, ensuring our solutions not only meet but exceed user expectations
• Set and monitor key performance indicators (KPIs) to evaluate service effectiveness, making data-driven recommendations for improvements of strategic partnerships and health plan pilot programs. Provide executive recommendation on growth opportunities.
• Stay abreast of emerging trends and technologies in healthcare innovation to maintain Zócalo Health’s leadership in the market
• Strategic planning and management of the entire service portfolio
• Create and present visionary innovations and strategic decision proposals
• Work collaboratively with all stakeholders, including the senior leadership team, advisors and investors
• Represent Zocalo Health at industry meetings that result in business and national strategic partnerships

Director of Business Development and Operations

Customer Support

• 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.

Patient Support Specialist

Director

• 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.

Director, Patient Support

Manager

• Conduct housing assessment to identify preferences and barriers related to successful tenancy
• Work with members to develop individualized housing support plans based on housing assessments
• Search for and present housing options to members
• Build relationships with local landlords and property managers
• Assist in securing housing through application completion and documentation gathering
• Provide guidance, resources, and referrals as needed
• Educate members on Landlord/Tenants rights
• Assist with benefits advocacy, including assistance with obtaining identification and documentation for SSI eligibility, and support with SSI application process
• Identify and secure rent subsidy resources (Section 8, state and local assistance programs)
• Source funding for one-time expenses (security deposits, moving costs, adaptive aids)
• Communicate and advocate with landlords on behalf of members
• Assist with arranging for and supporting the details of the move
• Establish housing retention procedures and develop housing support crisis plans
• Conduct health & safety home visits, including unit habitability inspections
• Early intervention services that identify potential behaviors that may jeopardize a member’s housing, such as: late rental payments, hoarding, substance use, and other lease violations
• Collaborate and provide linkage to community resources to prevent eviction when member’s housing is potentially jeopardized
• Monitor and track member progress through the housing process
• Maintain detailed documentation of all member interactions and outcomes

Housing Navigator, Case Manager

Human Resources

• Assist with payroll processing, timesheet verification, and resolving discrepancies
• Audit PTO balances and reconcile employee hours, overtime, and leave
• Process and track employee leave requests and ensure compliance with federal, state, and local leave laws
• Maintain and update employee records in the HRIS system and prepare employment verifications
• Support onboarding and offboarding by preparing documentation and coordinating system access
• Schedule interviews, orientations, trainings, and other HR-related events
• Respond to routine HR inquiries regarding policies, benefits, and procedures
• Administer benefit programs and coordinate with payroll and benefits providers
• Maintain HR metrics, reports, and support HR projects such as employee engagement and compliance audits
• Report to the Chief People and Compliance Officer and work closely with the SVP of Finance

Director of Business Development and Operations

Patient Support Specialist

Director, Patient Support

Housing Navigator, Case Manager

HR Coordinator