Patient Recall & Retention Specialist

Description

Job Summary 

The Patient Recall & Retention Specialist ensures a positive and effective experience for every patient or client seeking care or services at DAP Health. This role requires strong communication skills, problem-solving abilities, and efficiency in a fast-paced environment. The specialist plays a crucial link in connecting patients to appropriate care and is responsible for increasing new patient registrations by contacting potential patients or clients. This includes connecting them with appropriate care or services they have expressed interest in, which may involve patient registration and booking appointments.  Patience, empathy, and attentiveness to callers’ needs are essential.  

Supervisory Responsibilities: None 

Essential Duties/Responsibilities   

• Maintain patient confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and other applicable laws/regulations 
• Schedule patient appointments according to DAP Health’s provider templates and protocols 
• Establish contact with potential patients that have initiated an inquiry to connect with DAP Health healthcare or services 
• Complete mini and full patient registration to meet Uniform Data System (UDS) standards 
• Verify patient demographics when accessing patient records and scheduling, changing, or canceling appointments 
• Understand DAP Health’s patient health insurance policy and verify eligibility via the Electronic Health Record (EHR) system 
• Effectively explain DAP Health’s services to patients, clients, customers, and appropriate agencies 
• Gather accurate patient information and efficiently relay it to patients, and appropriate agencies 
• Document patient encounters and attempts to contact in patient records and/or other systems 
• Contact patients who are due for preventative maintenance according to DAP Health protocol 
• Support quality initiatives by prioritizing calls based on Healthcare Effectiveness Data and Information Set (HEDIS) and UDS measures 
• Assist patients with information regarding Federally Qualified Health Center (FQHC) Sliding Fee Scale and other programs; schedule patients with the appropriate departments for program enrollment as needed 
• Monitor and respond to website inquiries requesting new patient information 
• Act as a patient liaison with other departments 
• Monitor and respond to department voicemails, patient portal messages, and afterhours messages 
• Seek and support changes in department workflows, suggest improvement, and participate in Call Center huddles and team meetings 
• Schedule different types of types of appointments for patients, depending on their needs 
• Differentiate between clinical and non-clinical needs and direct clinical calls to a nurse or on-call provider as needed 
• Provide all customers with consistent quality service 
• Attend mandatory trainings at other locations and assist DAP Health Clinic as needed 
• Perform other duties as assigned 

Qualifications

Required Skills/Abilities 

• Ability to maintain recognized medical industry standards of high quality, client-centered services that are HIPAA compliant 
• Proficiency in MS Office and quickly adapt to intricate computer applications 
• Expertise in database input and information retrieval 
• Excellent and effective communication skills, both written and oral 
• Excellent customer service skills 
• Experience working with marginalized communities preferred 

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 

• 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 
• 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 

Salary : $21