Community Health Worker Team Lead (Merced)

at Zócalo Health

WFH (Must reside in Merced CA)

Work Schedule: Monday - Friday, 9:00AM - 5:00PM

Compensation: $75,000/year

#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 ensure our patient facing teams are fully supported to provide excellence in care to our members. 

Responsibilities

Supervision and Team Management:

• Ongoing monitoring and evaluation of team skills, supplemented with continued education and training;
• Developing and implementing  tools to document performance;
• Ensuring team members are timely in attendance and job functions;
• Monitoring and assessing progress on program goals;
• Troubleshooting blockers/issues and escalating to leadership, when appropriate
• Providing ongoing supervision to the Promotora de Salud (PdS) team in a specific region through regular 1:1 check ins and administering performance reviews

Documentation and Quality Assurance: 

• Ensuring timely and complete documentation of PdS activities;
• Implementing quality assurance measures;
• Continuous assessment of performance against targets

Program & Event Coordination: 

• Serving as a stakeholder in any changes to program model; 
• Assisting in administrative activities to support community events

Team Support & Additional functions: 

• Support direct reports to administer assessments, identify needs and make appropriate referrals 
• Facilitate case conferencing with the team to discuss client cases and provide mutual support
• Be available on an ‘on-call’ basis to consult with the team
• Assure quality service delivery and oversee operational data collection and reporting
• 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

Requirements for the Role

• Bachelor’s Degree or equivalent related experience in the social services field
• 3+ years in any healthcare setting 
• Experience working with Medicaid/Medicare
• 2+ years experience as a CHW/PdS or a similar position
• 2+ years experience as a supervisor to frontline staff
• Experience working directly with patients, physicians, physician office staff, healthcare team, etc.
• Experience with coordinating care, advocating, or navigating on behalf of patients.
• Ability to provide leadership, make difficult decisions, and be consistent and calm during challenging situations
• Skills in supervising, counseling, teaching, and motivating staff, including team building
• Proactive learner that feels comfortable in different environments
• Passion for and dedication to working with community members
• Service-minded and customer service focused
• Must demonstrate excellent written, verbal and interpersonal communication skills, including exceptional listening skills
• Computer proficiency and strong computer literacy
• Able to follow all HIPAA rules by maintaining confidentiality and security of sensitive information
• Fluent in English & Spanish (verbal and written)
• Have a passion for working within your community

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 including all-expense paid team offsites (quarterly).
• 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.

Patient Support Team Lead 

Remote (Full Time) 

Compensation: $70,000 - $80,000

About Us 

Zócalo Health is a tech-enabled, community-oriented primary care organization serving people who have historically been underserved by the one-size-fits-all  healthcare system. We partner with health plans, providers, and community organizations to deliver culturally competent primary care, behavioral health, and social care.

Our model is built for populations with high medical and social complexity, where fragmented care drives poor outcomes and unnecessary cost. We combine local, community-based teams with virtual care and modern technology to deliver coordinated, whole-person care where members live and receive support.

Founded in 2021, Zócalo Health is backed by leading healthcare and mission-aligned investors and is scaling rapidly across states and populations. We are building a durable care platform designed to perform in constrained healthcare environments and to lead the shift toward accountable, value-based care.

Role Description 

The Patient Support Team Lead will join Zócalo Health during a period of rapid growth and increasing operational complexity. This role exists to help scale and execute a community-oriented primary care model that delivers measurable outcomes for high-need members and health plan partners.

As part of a fast-growing team, you will be responsible for leading the team responsible for eligibility list outreach, inbound patient call support, and scheduling operations. This role ensures patients are engaged efficiently, professionally, and with a patient-centered approach. The Patient Support Team Lead oversees daily operations, performance metrics, quality assurance, and workflow optimization to ensure timely outreach and a high-quality patient experience.

This position reports to the Director of Patient Support. 

The Patient Support Team Lead will contribute in the following ways:

Team Leadership & Performance Management

• Manage and coach Patient Support Specialists (PSS)
• Conduct regular 1:1s, performance reviews, and skills development sessions
• Establish productivity and quality benchmarks
• Support hiring, onboarding, and training of PSS staff
  
  

Eligibility List Outreach

• Oversee outreach to health plan eligibility lists and other assigned patient lists
• Ensure outreach is initiated and completed within defined service level agreements
• Monitor outreach attempt cadence and documentation standards
• Identify trends in engagement rates and implement improvement strategies
  
  

Inbound Call & Scheduling Operations

• Oversee inbound patient call workflows
• Ensure timely response to voicemails and inbound inquiries
• Monitor scheduling accuracy and access standards
• Improve call handling quality and patient experience
  
  

Quality Assurance & SOP Management

• Develop, enhance and maintain SOPs for eligibility outreach, inbound call handling, and scheduling
• Conduct QA audits of calls and documentation
• Provide real-time coaching and performance feedback
  
  

Data & Reporting

• Track KPIs such as outreach volume, engagement/conversion rate, scheduling rate, call response time, and patient satisfaction
• Prepare weekly/monthly operational summaries
• Use data to refine workflows and staffing models
  
  

Cross-Functional Collaboration

• Partner with Account Management, Clinical, Community Health, Behavioral Health, and Operations teams to ensure smooth patient handoffs
• Support implementation of new outreach initiatives or pilots

Qualifications

• 3–5+ years in healthcare operations, patient access, call center, or care coordination; strong preference for call center management experience  
• 1–2+ years in people management or team leadership
• Experience working with Medi-Cal, ECM, CalAIM, or community-based programs strongly preferred
• Strong operational management and workflow design skills
• Experience with CRM, scheduling systems, or care management platforms
• Bilingual in English and Spanish required.

What you can expect from Zócalo Health

• Competitive salary: $70,000 - $80,000 (depending on experience)
• Equity compensation package
• Comprehensive benefits including medical, dental, and vision 
• 401k
• Flexible PTO policy - take the time you need to recharge
• $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.

Referral Coordination Team Lead

Remote (Full Time) 

Compensation: $70,000-80,000 annual 

About Us 

Zócalo Health is a tech-enabled, community-oriented primary care organization serving people who have historically been underserved by the one-size-fits-all  healthcare system. We partner with health plans, providers, and community organizations to deliver culturally competent primary care, behavioral health, and social care.

Our model is built for populations with high medical and social complexity, where fragmented care drives poor outcomes and unnecessary cost. We combine local, community-based teams with virtual care and modern technology to deliver coordinated, whole-person care where members live and receive support.

Founded in 2021, Zócalo Health is backed by leading healthcare and mission-aligned investors and is scaling rapidly across states and populations. We are building a durable care platform designed to perform in constrained healthcare environments and to lead the shift toward accountable, value-based care.

Role Description 

The Referral Coordination Team Lead will join Zócalo Health during a period of rapid growth and increasing operational complexity. This role exists to help scale and execute a community-oriented primary care model that delivers measurable outcomes for high-need members and health plan partners.

As part of a fast-growing team, you will be responsible for overseeing referral intake, processing, tracking, and referral-based outreach. This role ensures all incoming referrals are managed accurately, efficiently, and in alignment with program and health plan requirements. The Referral Coordination Team Lead  works closely with Community Partnerships Managers to support external referral relationships and ensure a seamless referral experience for partners.

This position reports to the Director of Patient Support.

The Referral Coordination Team Lead will contribute in the following ways:

Referral Intake & Processing Oversight

• Oversee receipt, tracking, and processing of all incoming referrals
• Manage and coach Referral Specialists 
• Ensure referrals are entered into tracking systems accurately and timely
• Monitor referral turnaround times and adherence to SLAs
• Ensure proper documentation and compliance with program requirements
  
  

Referral-Based Outreach

• Oversee outreach efforts tied specifically to referrals
• Monitor outreach attempts and engagement documentation
• Identify referral conversion trends and opportunities for improvement
  
  

Partnership Support

• Collaborate closely with Community Partnerships Managers to support referral partners
• Troubleshoot referral submission issues
• Develop referral process guidance for partners
• Monitor referral quality and completeness from external partners

Data & Reporting

• Track referral volume, processing timelines, outreach timeliness, and conversion rates
• Prepare reporting for leadership and partnership review
• Identify bottlenecks or systemic issues in the referral pipeline
  
  

Process Improvement & SOP Development

• Develop and maintain referral intake and processing SOPs
• Standardize referral workflows across programs and health plans
• Implement process improvements to improve efficiency and scalability
  
  

Team Leadership

• Supervise referral intake and referral outreach staff
• Provide coaching, training, and QA oversight
• Support hiring and onboarding as referral volume grows

Qualifications

• 3-5+ years in healthcare operations, referral management, care coordination, or managed care
• 1–2+ years of management experience
• Experience working with Medi-Cal, ECM, CalAIM, or community-based programs strongly preferred
• Strong process design and data analysis skills
• Experience working with external partners and stakeholders
• Experience with Google Workplace and/or Microsoft Office, specifically Google Sheets or Excel 

What you can expect from Zócalo Health

• Competitive salary: $XX - $XX (depending on experience)
• Equity compensation package
• Comprehensive benefits including medical, dental, and vision 
• 401k
• Flexible PTO policy - take the time you need to recharge
• $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.