Responsible for welcoming and orienting new and prospective dual-eligible patients to HealthCare Partners (HCP) systems and services, coordinating delivery of quality services through appropriate data gathering and resource referrals and acting as the primary point of contact to facilitate effective patient communication in support of the Care Team and Care Management “Core” team under the supervision of a Care Manager to ensure continuity of care and improve patient outcomes.
Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
Serves as a primary point of contact between patient and Care Team members to anticipate and appropriately address patient questions and concerns.
Confirms patient understanding of HCP Primary Care Physician (PCP) assignment and educates patient of available tools, resources, appropriate new services and benefits available.
Conducts Phase I of new patient orientation and assists patient with completing all HCP forms to facilitate patient understanding of HCP systems and services through the use of standardized scripts including mailings of welcoming packages, needed materials and thank you letters.
Initiates data gathering and completes documentation of Health Risk Appraisal (HRA) information for hand-off to Care Manager, ensures timely completion and review of HRA by Care Manager and facilitates availability of completed document for PCP.
Conducts telephonic outreach and ensures timely follow-ups after patient encounters with Emergency Department (ED) visits, Urgent Care Center (UCC) visits and inpatient hospitalizations through collaboration with PCP and ancillary staff to meet the treatment goals of patient.
Facilitates communication with patient and caregiver and coordinates patient care with appropriate resource allocations, referrals and notifications that are purposeful, supportive and interconnected with Care Team Members to ensure ongoing coordinated management of patient care.
Notifies Care Team Members of patient requests and need for referral and facilitates referrals as directed by PCP and Care Manager.
Facilitates the identification, recommendation, appropriate enrollment and registration of patients to Disease Management, High Risk programs, Pharmacy, patient transportation and other community-based assistance or other support programs based on PCP or Care Manager’s care decisions.
Assists in care delivery through the provision of scripted health education / monitoring and tuck-in calls.
Expedites completion of necessary forms and paperwork, confirms mailings, receipt of pertinent mailed materials, coordinates and tracks outstanding government / plan obligations and notifies appropriate Care Team members for follow ups.
Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
Performs additional duties as assigned.
One or two years of post-high school education or a degree from a two-year college.
Certified Medical Assistant (CMA) preferred.
Over 1 year and up to and including 3 years of experience in a healthcare setting.
Over 1 year of experience as a HCP Medical Assistant, Care Team Member 2, Patient Coach or Patient Liaison.
DaVita Medical Group manages and operates medical groups and affiliated physician networks in California, Colorado, Florida, Nevada, New Mexico, Pennsylvania and Washington. A leading independent medical group in America, DaVita Medical Group has over two decades of experience providing coordinated, outcomes-based medical care in a cost-effective manner. As of June 30, 2017, DaVita Medical Group’s teammates, employed clinicians and affiliated clinicians provided care for approximately 1.7 million patients. DaVita Medical Group’s leadership development initiatives and social responsibility efforts have been recognized by Fortune, Modern Healthcare, Newsweek and WorldBlu.
DaVita Medical Group is an equal opportunity/affirmative action employer. As such, DaVita Medical Group makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
DaVita Medical Group will consider qualified applicants who have criminal histories in a manner consistent with the law.