Patient Liaison

DaVita Medical Group - Los Angeles, CA3.3

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

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

Bachelor’s degree

1 to 3 years of experience in a healthcare setting

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).
What's the first thing that happens when one of the leading independent medical groups in the country comes together with a global leader in health care? Opportunity. With DaVita Medical Group, HealthCare Partners, The Everett Clinic, Northwest Physicians Network, MountainView Medical Group and Magan Medical Clinic joining OptumCare and the UnitedHealth Group family of companies, people like you will find increasing levels of challenge, impact and professional success. We're changing health care for the better by improving access to affordable, high quality care, and working together to improve the patient experience. That takes passion, commitment, intense focus and the ability to contribute effectively in a highly collaborative team environment. Are you with us? Learn more about this exciting opportunity to do your life's best work.(SM)

Careers with OptumCare. Here's the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world's large accumulation of health - related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. OptumCare, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Here you’ll find incredible ideas in one incredible company and a singular opportunity to do your life's best work.(SM)

Diversity creates a healthier atmosphere: OptumCare and its affiliated medical practices are Equal Employment Opportunity/Affirmative Action employers and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. OptumCare and its affiliated medical practices is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.