Patient Recall & Retention Specialist

DAP Health•Escondido, CA

43d•Hybrid

About The Position

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 you're looking for a dynamic and purpose-driven environment, we invite you to explore the opportunity to contribute to our mission. Job Summary The Patient Recall & Retention Specialist plays a vital role in fostering meaningful connections between patients and the care they need at DAP Health. This position focuses on proactive outreach to prospective and existing patients, guiding them toward appropriate medical or social services and supporting their journey through registration and appointment scheduling. By establishing a meaningful connection and building trust, the specialist strengthens patient engagement and contributes to improved access and continuity of care. Success in this role requires strong communication skills, problem-solving abilities, and efficiency in a fast-paced environment. Patience, empathy, and attentiveness to the needs of those being contacted are essential to creating positive and lasting connections.

Requirements

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
Two years of customer service experience using telephone, email, and other communication mediums
Requires current and valid driver's license and current personal auto insurance
Able to travel to DAP Health locations throughout San Diego and the Coachella Valley

Nice To Haves

Preferred experience working with underserved populations, including culturally diverse and underserved communities
Preferred: Bilingual fluency in English and Spanish required with the ability to communicate using culturally appropriate, colloquial conversational language
Preferred: Experience in medical front office operations, including registration process, use of medical terminology, and medical insurance
Preferred: 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
Initiate connection with individuals who have expressed interest in DAP Health's services, guiding them toward appropriate care and support
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 DAP Health's insurance policies and verify patient eligibility using the Electronic Health Record (EHR) system
Clearly explain DAP Health's services to patients, clients, and external agencies to support informed decision-making
Accurately gather and relay patient information to appropriate departments and agencies
Document outreach efforts and patient interactions in designated systems to ensure continuity of care
Connect with patients due for preventive services in accordance with DAP Health protocols
Support quality initiatives by prioritizing outreach based on HEDIS and UDS measures
Assist patients with information regarding the Federally Qualified Health Center (FQHC) Sliding Fee and other financial aid programs; schedule enrollment appointments as needed
Monitor and respond to website inquiries requesting new patient information
Serve as a liaison between patients and internal departments to facilitate coordinated care
Monitor and respond to department voicemails, patient portal messages, and after-hours communications
Participate in workflow improvement efforts by suggesting enhancements and engaging in team huddles and meetings
Distinguish between clinical and non-clinical needs, routing clinical matters to nursing staff or on-call providers as appropriate
Deliver consistent, high-quality service to all patients and stakeholders
Attend mandatory trainings at other locations and provide in-clinic support as needed
Perform other duties as assigned to support departmental and organizational goals