Call Center/Patient Connection Agent

At DAP Health, we are committed to transforming lives and advancing health equity for all. As a leading nonprofit health care provider, we deliver compassionate, high-quality care to the diverse communities of the Coachella Valley and San Diego County. Our comprehensive services range from primary care to mental health, wellness programs, and beyond, with a focus on those who are most vulnerable. Joining our team means becoming part of a passionate, innovative organization dedicated to making a meaningful impact in the lives of those we serve. If you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission. Job Summary The Patient Connection Agent plays a vital role in ensuring a welcoming, efficient, and compassionate experience for every patient or client contacting DAP Health for medical or social services. This position requires strong communication skills, sound judgment, and the ability to thrive in a fast-paced, service-oriented environment. Agents are expected to meet key performance metrics-including completed call rate, wait time, and call handling time-while consistently delivering high-quality, empathetic customer service. Patience, active listening, and attentiveness to callers' needs are essential to success in this role. Supervisory Responsibilities: None Essential Duties/Responsibilities Maintain patient confidentiality in accordance with HIPAA and all applicable laws and regulations Schedule various types of patient appointments following DAP Health's provider templates and protocols based on patient needs and service requirements Complete mini and full patient registrations to meet Uniform Data System (UDS) standards Verify and update patient demographics when accessing records and scheduling, modifying, or canceling appointments Understand DAP Health's insurance policies and verify patient eligibility using the Electronic Health Record (EHR) system Clearly and effectively explain DAP Health's services to patients, clients, customers, and external agencies Gather and relay accurate patient information to appropriate parties in a timely and professional manner Assist patients with information regarding the Federally Qualified Health Center (FQHC) Sliding Fee and other financial aid programs; schedule application/enrollment appointments as needed Review provider schedules to identify and address missed opportunities, ensuring optimal utilization Serve as a liaison between patients and other departments to facilitate coordinated care Monitor and respond to department voicemails, patient portal messages, and after-hours communications Participate in department workflow improvements by suggesting changes and engaging in team huddles and meetings Distinguish between clinical and non-clinical calls, routing clinical inquiries to nursing staff or on-call providers as appropriate Answer all incoming calls within 20 seconds in a courteous and professional manner, following the DAP Health foundational scripts Deliver consistent, high-quality customer service to all patients and stakeholders Provide in-clinic support at DAP Health locations as needed Support organizational quality initiatives, including completing patient recall and outreach actions Perform other duties as assigned to support departmental and organizational goals

Required Skills/Abilities

• Bilingual fluency in English and another language may be required depending on patient population needs, with the ability to communicate in culturally sensitive, conversational language.
• Demonstrated ability to deliver high-quality, client-centered services in compliance with HIPAA and recognized medical industry standards
• Proficiency in Microsoft Office applications and ability to quickly learn and navigate complex software systems
• Strong skills in database entry, information retrieval, and electronic records management
• Exceptional written, oral, and listening communication skills with an emphasis on clarity, empathy, and professionalism
• Proven excellence in customer service, with a focus on responsiveness and patient satisfaction
• Preferred experience working with underserved populations, including culturally diverse and underserved communities
  
  

Education and Experience

• Two years of customer service experience using telephone, email, and other communication mediums
• Preferred: Experience in medical front office operations, including registration process, use of medical terminology, and medical insurance
• Preferred: Previous experience working with an EHR System
  
  

Working Conditions/Physical Requirements

• This position is on-site at the DAP Health Patient Connection Call Center with the possibility of hybrid
• Remote/hybrid work option may be available based on sustained high performance and achievement of key performance indicators (KPIs)
• Employees who do not maintain these standards may be recalled to the primary work location with a minimum two-week notice
• Remote work environments must meet HIPAA compliance standards; noncompliance may result in disciplinary action, up to and including termination
• Infrequent travel is essential for off-site training, meetings, and supporting other locations
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations
• Employees do not perform or help in emergency medical care or first aid
• Ability to lift 24 pounds