Patient Connection Agent

DAP Health•Escondido, CA

7d•$22 - $24•Onsite

About The Position

The Patient Connection Agent supports a welcoming, efficient, and compassionate experience for patients and clients who contact DAP Health about medical or social services. The role requires strong communication, sound judgment, patience, active listening, and the ability to work in a fast-paced, service-oriented environment while meeting performance metrics such as completed call rate, wait time, and call handling time. The agent schedules appointments, completes patient registrations, verifies and updates records and insurance eligibility, explains services and financial assistance programs, and routes inquiries to appropriate staff. The position also supports coordinated care, patient outreach, workflow improvements, quality initiatives, and in-clinic needs. Work is on-site at the DAP Health Patient Connection Call Center; a remote or hybrid option may be available based on sustained performance and KPI achievement, subject to HIPAA-compliant work conditions.

Requirements

Two years of customer service experience using telephone, email, and other communication mediums.
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.
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 learn and navigate complex software systems.
Strong database entry, information retrieval, and electronic records management skills.
Exceptional written, oral, and listening communication skills, emphasizing clarity, empathy, and professionalism.
Demonstrated excellence in customer service, responsiveness, and patient satisfaction.

Nice To Haves

Experience working with underserved populations, including culturally diverse and underserved communities.
Experience in medical front office operations, including registration, medical terminology, and medical insurance.
Previous experience working with an EHR system.

Responsibilities

Maintain patient confidentiality in accordance with HIPAA and applicable laws and regulations.
Schedule patient appointments according to provider templates and protocols and patient needs.
Complete mini and full patient registrations to meet Uniform Data System (UDS) standards.
Verify and update patient demographics when accessing records or scheduling, modifying, or canceling appointments.
Understand insurance policies and verify patient eligibility using the EHR system.
Explain DAP Health services to patients, clients, customers, and external agencies.
Gather and relay accurate patient information to appropriate parties in a timely and professional manner.
Provide information about the FQHC Sliding Fee and other financial aid programs and schedule application or enrollment appointments as needed.
Review provider schedules to identify missed opportunities and support optimal utilization.
Act 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.
Suggest workflow improvements and participate in team huddles and meetings.
Distinguish clinical from non-clinical calls and route clinical inquiries to nursing staff or on-call providers as appropriate.
Answer incoming calls within 20 seconds using DAP Health foundational scripts.
Deliver consistent, high-quality customer service to patients and stakeholders.
Provide in-clinic support at DAP Health locations as needed.
Complete patient recall and outreach actions in support of organizational quality initiatives.
Perform other duties as assigned to support departmental and organizational goals.