Patient 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 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