TEMP Call Center Representative

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 youre looking for a dynamic and purpose-driven environment we invite you to explore the opportunity to contribute to our mission.

Job Summary
The Call Center Representative ensures a positive and effective experience for every callerconnecting with DAP Health. This role requires strong communication skills problem-solvingabilities and efficiency in a fast-paced environment. The representative is expected to meet keyperformance measures related to abandoned call rate wait time call handling time and high-quality customer service. Patience empathy and attentiveness to callers needs are essential.

FTE: Temporary/Part-time
Supervisory Responsibilities: None
Essential Duties/Responsibilities

• Maintain patient confidentiality in accordance with the Health Insurance Portability andAccountability Act (HIPAA) and other applicable laws/regulations
• Schedule patient appointments according to DAP Healths provider templates andprotocols
• Complete mini and full patient registration to meet Uniform Data System (UDS)standards
• Verify patient demographics when accessing patient records and scheduling changingor canceling appointments
• Understand DAP Healths patient health insurance policy and verify eligibility via theElectronic Health Record (EHR) system
• Effectively explain DAP Healths services to patients clients customers and appropriateagencies
• Gather accurate patient information and efficiently relay it to patients and appropriateagencies
• Assist patients with information regarding Federally Qualified Health Center (FQHC)Sliding Fee Scale and other programs; schedule patients with the appropriatedepartments for program enrollment as needed
• Monitor and respond to website inquiries requesting new patient information
• Monitor provider schedules to identify missed opportunities to ensure provider schedulesare maximized
• Act as a patient liaison with other departments
• Monitor and respond to department voicemails patient portal messages and afterhoursmessages
• Seek and support changes in department workflows suggest improvement andparticipate in Call Center huddles and team meetings
• Schedule different types of types of appointments for patients depending on their needs
• Differentiate between clinical and non-clinical telephone calls and direct clinical calls to anurse or on-call provider as needed
• Answer all incoming calls within 20 seconds in a courteous and professional manneradhering to the DAP Health telephone script
• Provide all customers with consistent quality service
• Work in a DAP Health Clinic as needed
• Support quality initiatives complete recalls and patient calls as needed
• Perform other duties as assigned

Required Skills/Abilities

• Ability to maintain recognized medical industry standards of high quality patient centered services that are HIPAA compliant
• Proficiency in MS Office and quickly adapt to intricate computer applications
• Expertise in database input and information retrieval
• Excellent and effective communication skills both written and oral
• Excellent customer service skills
• Experience working with diverse cultures and marginalized communities preferred

Education and Experience

• Two years of customer service experience using telephone email and othercommunication mediums
• Preferred: Experience in medical front office operations including registration processuse 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 Escondido Call Center
• This job operates in an office setting and requires frequent times of sitting standingrepetitive motion and talking
• Ability to lift up to 24 pounds
• Employees do not perform or help in emergency medical care or first aid