Patient Connection Specialist

DAP Health; Escondido (CA); On-site; USD 32,000 - 33,000; Full time

Job summary

DAP Health's Contact Center/Patient Connection Agent provides a welcoming, efficient, and compassionate experience for patients and clients contacting for medical or social services. Strong communication, judgment, and the ability to thrive in a fast-paced environment are essential to success in this role.

Agents meet KPIs such as completed call rate, wait time, and call handling time while maintaining HIPAA compliance.

Qualifications

• Two years of customer service experience using telephone, email, and other communication tools.
• Preferred: experience in medical front office operations and medical terminology.
• Experience with an EHR system is preferred.

Responsibilities

• Maintain patient confidentiality per HIPAA and applicable laws.
• Schedule patient appointments using templates and protocols.
• Complete mini and full patient registrations to meet UDS standards.
• Verify and update patient demographics when accessing records and scheduling.
• Explain DAP Health’s services clearly to patients and external parties.
• Relay accurate patient information to appropriate teams in a timely manner.
• Assist patients with information about the Sliding Fee and financial aid; schedule enrollment appointments.
• Review provider schedules to minimize missed opportunities.
• Serve as a liaison between patients and other departments for coordinated care.
• Monitor voicemails, patient portal messages, and after-hours communications.
• Participate in workflow improvements; attend team huddles.
• Route clinical inquiries to nursing staff or on-call providers.
• Answer incoming calls within 20 seconds, courteously.
• Deliver high-quality customer service to patients and stakeholders.
• Provide in-clinic support as needed.
• Support quality initiatives; complete recalls and outreach actions.

Skills

Bilingual fluency in English and other

HIPAA compliance

Microsoft Office proficiency

Electronic health records 관리

Strong communication skills

Customer service excellence

Experience with underserved population

Tools

EHR System

Job description

DAP Health's Contact Center/Patient Connection Agent provides a welcoming, efficient, and compassionate experience for patients and clients contacting for medical or social services. Strong communication, judgment, and the ability to thrive in a fast-paced environment are essential to success in this role.

Agents meet KPIs such as completed call rate, wait time, and call handling time while maintaining HIPAA compliance.