Call CenterPatient 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 youre 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 andcompassionate experience for every patient or client contacting DAP Health for medical or socialservices. This position requires strong communication skills sound judgment and the ability tothrive in a fast-paced service-oriented environment. Agents are expected to meet keyperformance metricsincluding completed call rate wait time and call handling timewhileconsistently delivering high-quality empathetic customer service. Patience active listening andattentiveness 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 andregulations
• Schedule various types of patient appointments following DAP Healths providertemplates 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 schedulingmodifying or canceling appointments
• Understand DAP Healths insurance policies and verify patient eligibility using theElectronic Health Record (EHR) system
• Clearly and effectively explain DAP Healths services to patients clients customers andexternal agencies
• Gather and relay accurate patient information to appropriate parties in a timely andprofessional manner
• Assist patients with information regarding the Federally Qualified Health Center (FQHC)Sliding Fee and other financial aid programs; schedule application/enrollmentappointments as needed
• Review provider schedules to identify and address missed opportunities ensuring optimalutilization
• Serve as a liaison between patients and other departments to facilitate coordinated care
• Monitor and respond to department voicemails patient portal messages and after-hourscommunications
• Participate in department workflow improvements by suggesting changes and engagingin team huddles and meetings
• Distinguish between clinical and non-clinical calls routing clinical inquiries to nursing staffor on-call providers as appropriate
• Answer all incoming calls within 20 seconds in a courteous and professional mannerfollowing 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 outreachactions
• 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 patientpopulation needs with the ability to communicate in culturally sensitive conversationallanguage.
• Demonstrated ability to deliver high-quality client-centered services in compliance withHIPAA and recognized medical industry standards
• Proficiency in Microsoft Office applications and ability to quickly learn and navigatecomplex software systems
• Strong skills in database entry information retrieval and electronic records management
• Exceptional written oral and listening communication skills with an emphasis on clarityempathy and professionalism
• Proven excellence in customer service with a focus on responsiveness and patientsatisfaction
• Preferred experience working with underserved populations including culturally diverseand underserved communities

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 DAP Health Patient Connection Call Center with thepossibility of hybrid
• Remote/hybrid work option may be available based on sustained high performance andachievement of key performance indicators (KPIs)
• Employees who do not maintain these standards may be recalled to the primary worklocation with a minimum two-week notice
• Remote work environments must meet HIPAA compliance standards; noncompliancemay 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 standingrepetitive motion and frequent phone calls/conversations
• Employees do not perform or help in emergency medical care or first aid
• Ability to lift 24 pounds