Patient Liaison

Overview (Summary) of Responsibilities:Responsible for orienting new and prospective patients to Davita Medical Group systems and services. Acts as an advocate for the patients. Provides topnotch onboarding and orientation for new patients, acts as the go to person to solve patients’ issues, leads team huddles related to patient feedback.Essential Functions:

Consistently exhibits behavior and communication skills that demonstrate Davita Medical Group (DMG) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.

Designs and implements new patient onboarding programs, gives new patients a tour of the facility and explains DMG benefits, forms and guidelines.

Develops and manages prioritized outreach list and tracks outcomes.

Develops understanding of patient issues and researches and resolves patient issues on site: including coordination of care, billing issues, payment issues, grievances, selection of a PCP and/or medical group transfers.

Researches, verifies and explains insurance and eligibility issues.

Responsible for Patient education on Health Plan Options.

Solicits timely feedback on patient experience and quarterbacks actions at the clinic; including outreach to dis-enrolled patients, collecting rounding or post visit feedback, and leading discussion about patient retention at Peak huddles.

Develops and implements new programs to improve patient satisfaction based on insights generated (incl. wait list times, specialty access, PCP access, call volume, patient wait time in office, etc.).

Plans and organizes retention events (e.g., thank you events for patients and caregivers, open house, meet and greets, “ Refer a Friend” classes, etc.).

Converts patients to managed care plans (age-ins, FFS).

Plans and organizes in-clinic OEP and Marketing events.

Manages relationships with onsite brokers (incl. managing relationship with brokers).

Occasionally (no more than 1-2 days a month), works with Marketing to plan external marketing events and represents DMG at those events.

Approximately 80-90% of the Patient Liaisons’ time should be focused on improving patient’s experience at the clinic. There may be times when there are specific needs identified by the Site Administrator and the Patient Liaison might have to cover. These activities should be limited to 10% of the time for a large site and 20% of the time for a smaller site.

Uses, protects, and discloses DMG patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

Performs additional duties as assigned

Education: Required:

1 to 2 years of post-high school education or a degree from a two-year college.

Preferred:

Bachelor’s degree

Experience:Minimum:

1 to 3 years of experience in a healthcare setting

Preferred:

Previous managed care and/or ambulatory care experience.

Previous supervisory experience.

Previous customer service experience

Previous sales/marketing experience

.Knowledge, Skills and Abilities:

Computer literate.

Proficient in Microsoft office applications (Word, Excel).

Ability to type 25 wpm.

Excellent communication skills.

Excellent customer service skills.

Bilingual in English and Spanish (may be required).

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