208 Customer Service Representatives jobs in Oceanside

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 Triage Nurse - Call Center is responsible for managing and responding to all incoming clinical calls to DAP Health's Central Access Center. Utilizing strong clinical judgment, evidence-based protocols, and excellent communication skills, the Triage Nurse provides safe, timely, and appropriate telephone-based clinical assessment, guidance, and escalation support. In addition to triage responsibilities, this role provides backup support for in-basket workflows, including test result tracking, prescription refill routing, and clinical message triage. The nurse maintains high standards of documentation, collaborates closely with clinic leadership and Risk & Quality teams, and actively contributes to workflow reviews and care optimization strategies. The position also supports care gap closure efforts and participates in meetings as needed to maintain alignment with service line workflows and access strategies.As part of a Federally Qualified Health Center (FQHC), this role adheres to expectations under FTCA, HRSA, and state regulations, ensuring that triage decisions are well-documented, aligned with scope of practice, and contribute to DAP Health's commitment to accessible, high quality, patient-centered care.

Supervisory Responsibilities: None

Essential Duties/Responsibilities:

Clinical Triage & Patient Communication

* Respond promptly to incoming clinical calls using evidence-based protocols, clinical reasoning, and patient health records to assess and address patient needs
* Provide safe and appropriate guidance, education, and next-step instructions, including referrals to internal services or escalation to a provider or emergency care when warranted
* Ensure clear, complete, and timely documentation of all triage calls within the EHR, including presenting symptoms, clinical assessment, advice given, escalation pathway, and follow-up plan

In-Basket Support & Clinical Task Management

* Provide supplemental in-basket coverage by reviewing and triaging test results, patient messages, prescription refill requests, and other nursing tasks assigned via the EHR
* Route tasks accurately and efficiently to the appropriate team member or service line based on urgency, workflow protocol, and patient need
* Serve as a clinical support resource to provider teams, ensuring that urgent or safety sensitive items are not missed or delayed in routing or response

Risk Management, Quality, & Documentation Standards

* Maintain a high standard of documentation in accordance with FTCA coverage, HRSA guidelines, and California Board of Nursing scope of practice
* Partner with Risk Management and Quality teams to proactively review and refine triage and documentation workflows that support patient safety and regulatory readiness
* Support the continuous review and standardization of in-basket and triage processes across departments to ensure safe, reliable, and equitable care delivery

Clinical Collaboration & Relationship Building

* Build and maintain strong working relationships with site-based leadership, including Clinic Managers, Nurse Leads, and Medical Assistants
* Actively participate in cross-functional team meetings, clinical huddles, workflow development sessions, and case reviews as required
* Stay up to date on workflows and offerings across all clinical service lines to ensure appropriate triage decisions and patient navigation support

Quality & Care Gap Closure

* Identify opportunities to close care gaps during patient triage interactions (e.g., missed preventive screenings, chronic disease follow-up, or overdue labs)
* Deliver patient-centered education and reminders that support care adherence and timely follow-up
* Collaborate with Quality, and Nursing Leadership to ensure triage protocols are aligned with value-based care models and organizational performance goals

Qualifications

Required Skills/Abilities

Core Competencies

* Clinical Assessment - Strong ability to assess symptoms and make sound decisions under pressure
* Documentation Excellence - Accurately records triage advice in the EHR with clinical and legal completeness
* Patient-Centered Communication - Empathetic, clear, and culturally competent phone skills
* Team Collaboration - Works fluidly with providers, nurses, clinic managers, and support staff
* Operational Awareness - Understands system-wide clinical workflows and how to navigate patients accordingly

Education and Experience

* Active, unrestricted RN license in the State of California
* Minimum 3 years of clinical nursing experience, preferably in primary care, urgent care, or community health
* Prior triage experience or experience in a patient-facing call center
* Familiarity with clinical documentation protocols and patient safety standards
* Experience using EHRs (Epic preferred)
* Excellent clinical judgment, communication skills, and attention to detail
* Experience in an FQHC or similar setting, preferred
* Understanding of FTCA, HRSA guidelines, and risk documentation practices, preferred
* Exposure to care gap closure initiatives, HEDIS measures, or value-based care strategies, preferred

Working Conditions/Physical Requirements

* This position is on-site at a DAP Health clinic location with the possibility of hybrid
* This job operates in an office setting and requires frequent times of sitting, standing, repetitive motion, and talking
* May require occasional evening or weekend coverage depending on hours of operation
* Requires current and valid driver's license and current personal auto insurance
* Occasional travel to clinic sites for training, onboarding, or collaboration may be required
* Ability to lift up to 24 pounds

Regulatory Alignment (FQHC Context)

* As part of an FQHC, triage nurses are covered under FTCA when acting within scope, using approved protocols, and documenting thoroughly
* Triage decisions are subject to review during HRSA operational site visits, clinical audits, and risk management evaluations
* The role must maintain compliance with state nursing practice acts, internal standards, and payer requirements related to documentation and patient safety

Description
A fast-growing company in Escondido is looking for an energetic and dedicated Customer Support Representative to join their dynamic team. This role is perfect for someone who loves problem-solving, enjoys connecting with people, and takes pride in creating a smooth and positive customer experience every single time.
You'll work closely with clients, operations, and technical teams to handle inquiries, provide product support, and ensure customer satisfaction from first contact through resolution. This is an opportunity to be part of a team that values innovation, collaboration, and friendly professionalism.
Key Responsibilities
+ Serve as the first point of contact for customer questions via phone, email, or chat.
+ Troubleshoot basic product or service issues and ensure timely resolution.
+ Document all interactions in the CRM system and follow up on open cases.
+ Process orders, returns, and adjustments accurately and efficiently.
+ Communicate updates to customers regarding delivery timelines or service appointments.
+ Collaborate with internal departments to improve communication and service efficiency.
+ Identify trends in customer feedback and assist management in implementing improvements.
Requirements
+ 2+ years of customer service or call center experience (B2B or consumer-focused preferred).
+ Strong computer skills, including CRM or ticketing system familiarity.
+ Excellent verbal and written communication skills.
+ A patient, professional, and proactive approach to problem-solving.
+ Ability to stay organized in a fast-paced, high-volume environment.
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