Patient Connection Agent

DAP Health; Escondido (CA); On-site; USD 25,000 - 33,000; Full time

Job summary

DAP Health is seeking a Patient Connection Agent for our on-site Call Center. You will ensure a welcoming, efficient experience for patients contacting DAP Health for medical or social services, with emphasis on confidentiality and empathy.

You will handle registrations, scheduling, eligibility verification, and information relay while meeting KPI targets for call handling and response times in a fast-paced, service-oriented environment.

Qualifications

• Two years of customer service experience using telephone, email, and other communication mediums.
• Demonstrated ability to deliver high-quality, client-centered services in compliance with HIPAA.
• Experience with EHR systems and medical front-office terminology preferred.

Responsibilities

• Maintain patient confidentiality in accordance with HIPAA and applicable laws.
• Schedule patient appointments based on provider templates and patient needs.
• Verify patient eligibility and update demographics in the EHR system.
• Explain DAP Health services clearly to patients, clients, and external agencies.
• Assist patients with information regarding the Sliding Fee and financial aid programs; schedule enrollment appointments.
• Route clinical inquiries to nursing staff or on-call providers as appropriate.
• Respond to voicemails and messages; support department workflow and recalls.

Skills

Bilingual English

HIPAA compliance

Customer service

EHR navigation

Microsoft Office

Clear communication

Tools

Microsoft Office

EHR System

Job description

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 SummaryThe 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 tothrive 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: NoneEssential Duties/ResponsibilitiesMaintain patient confidentiality in accordance with HIPAA and all applicable laws and regulationsSchedule various types of patient appointments following DAP Health’s provider templates and protocols based on patient needs and service requirementsComplete mini and full patient registrations to meet Uniform Data System (UDS) standardsVerify and update patient demographics when accessing records and scheduling, modifying, or canceling appointmentsUnderstand DAP Health’s insurance policies and verify patient eligibility using the Electronic Health Record (EHR) systemClearly and effectively explain DAP Health’s services to patients, clients, customers, and external agenciesGather and relay accurate patient information to appropriate parties in a timely and professional mannerAssist patients with information regarding the Federally Qualified Health Center (FQHC) Sliding Fee and other financial aid programs; schedule application/enrollment appointments as neededReview provider schedules to identify and address missed opportunities, ensuring optimal utilizationServe as a liaison between patients and other departments to facilitate coordinated careMonitor and respond to department voicemails, patient portal messages, and after-hours communicationsParticipate in department workflow improvements by suggesting changes and engaging in team huddles and meetingsDistinguish between clinical and non-clinical calls, routing clinical inquiries to nursing staff or on-call providers as appropriateAnswer all incoming calls within 20 seconds in a courteous and professional manner, following the DAP Health foundational scriptsDeliver consistent, high-quality customer service to all patients and stakeholdersProvide in-clinic support at DAP Health locations as neededSupport organizational quality initiatives, including completing patient recall and outreach actionsPerform other duties as assigned to support departmental and organizational goalsRequired Skills/AbilitiesBilingual 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 standardsProficiency in Microsoft Office applications and ability to quickly learn and navigate complex software systemsStrong skills in database entry, information retrieval, and electronic records managementExceptional written, oral, and listening communication skills with an emphasis on clarity, empathy, and professionalismProven excellence in customer service, with a focus on responsiveness and patient satisfactionPreferred experience working with underserved populations, including culturally diverse and underserved communitiesEducation and ExperienceTwo years of customer service experience using telephone, email, and other communication mediumsPreferred: Experience in medical front office operations, including registration process, use of medical terminology, and medical insurancePreferred: Previous experience working with an EHR SystemWorking Conditions/Physical RequirementsThis position is on-site at the DAP Health Patient Connection Call Center with the possibility of hybridRemote/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 noticeRemote work environments must meet HIPAA compliance standards; noncompliance may result in disciplinary action, up to and including terminationInfrequent travel is essential for off-site training, meetings, and supporting other locationsOperates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversationsEmployees do not perform or help in emergency medical care or first aid