Patient Connection Agent

DAP Health•Escondido, CA

1d•$23 - $24•Hybrid

About The Position

The 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 to thrive 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.

Requirements

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.
Demonstrated 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 quickly learn and navigate complex software systems
Strong skills in database entry, information retrieval, and electronic records management
Exceptional written, oral, and listening communication skills with an emphasis on clarity, empathy, and professionalism
Proven excellence in customer service, with a focus on responsiveness and patient satisfaction
Preferred experience working with underserved populations, including culturally diverse and underserved communities
Two years of customer service experience using telephone, email, and other communication mediums

Nice To Haves

Experience in medical front office operations, including registration process, use of medical terminology, and medical insurance
Previous experience working with an EHR System

Responsibilities

Maintain patient confidentiality in accordance with HIPAA and all applicable laws and regulations
Schedule various types of patient appointments following DAP Health’s provider templates 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 scheduling, modifying, or canceling appointments
Understand DAP Health’s insurance policies and verify patient eligibility using the Electronic Health Record (EHR) system
Clearly and effectively explain DAP Health’s services to patients, clients, customers, and external agencies
Gather and relay accurate patient information to appropriate parties in a timely and professional manner
Assist patients with information regarding the Federally Qualified Health Center (FQHC) Sliding Fee and other financial aid programs; schedule application/enrollment appointments as needed
Review provider schedules to identify and address missed opportunities, ensuring optimal utilization
Serve 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
Participate in department workflow improvements by suggesting changes and engaging in team huddles and meetings
Distinguish between clinical and non-clinical calls, routing clinical inquiries to nursing staff or on-call providers as appropriate
Answer all incoming calls within 20 seconds in a courteous and professional manner, following 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 outreach actions
Perform other duties as assigned to support departmental and organizational goals