Patient Recall & Retention Specialist

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.

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
• 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

Required Skills/Abilities

• 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

Education and Experience

• Two years of customer service experience using telephone, email, and other communication mediums.
• Experience in medical front office operations, including registration process, use of medical terminology, and medical insurance
• Previous experience working with an EHR System, 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.

Working Conditions/Physical Requirements

• This position is on-site at the DAP Health Patient Connection Services Escondido with the possibility of hybrid
• Ability to lift 24 pounds
• Operates in an office setting at times and requires frequent times of sitting, standing, repetitive motion and frequent phone calls/conversations
• Infrequent travel is essential for off-site training, meetings, and supporting other locations
• Employees do not perform or help in emergency medical care or first aid
• 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