Patient Connection Agent

## Description

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 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.

**Supervisory Responsibilities:** None

**Essential Duties/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

## Qualifications
**Required Skills/Abilities**

• 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

**Education and Experience**

• Two years of customer service experience using telephone, email, and other communication mediums
• 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

**Working Conditions/Physical Requirements**

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