[Hiring] Referral Coordination Team Lead @Zócalo Health

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

Benefits

• 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.