DaVita Patient Liaison- Glendale in GLENDALE, California

Patient Liaison- Glendale


DaVitaMedical Group manages and operates medical groups and affiliated physiciannetworks in California, Nevada, New Mexico, Florida, Colorado and Washington inits pursuit to deliver excellent-quality health care in a dignified andcompassionate manner. As of September 30,2016 DaVita Medical Group (formerlyHealthCare Partners) provided integrated care management for approximately750,000 patients. DaVita Medical Group’s leadership development initiatives andsocial responsibility efforts have been recognized by Fortune, ModernHealthcare, Newsweek and WorldBlu.

We arecommitted to bringing the benefits of coordinated care to our patients and totaking a leading role in the transformation of the national healthcare deliverysystem to assure quality, access, and affordable care for all.

Ifyou're looking to make a difference with a large, financially stable,well-recognized medical group, DaVita Medical Group may be the employer foryou.

Overview :

Responsiblefor orienting new and prospective patients to Healthcare Partners (HCP) systemsand services. Acts as an advocate for the patients.

Essential Functions:

  • Consistently exhibits behavior and communicationskills that demonstrate HealthCare Partners’ (HCP) commitment to superiorcustomer service, including quality, care and concern with each and everyinternal and external customer.

  • Conducts Phase I of new patient orientation (CareTeam concept). Assists patient withcompleting all HCP forms.

  • Assist with billing questions, concerns andcomplaints.

  • Handles cash drawer set-up, bank deposits,encounter form reconciliation and site reconciliation.

  • Maintains coordinated appointment schedules withCare Teams.

  • Conducts outreach calls.

  • Conducts new patient survey.

  • Completes new patient orientation checklist.

  • Offers tour of the facility.

  • Coordinates introductory visits.

  • Registers new patients (i.e., mini-reg, appointmentscheduling) and completes full registration at the time of orientation.

  • Reports on outreach process to appropriatedepartments (Marketing, Operations).

  • Coordinates programs to orient new patients.

  • Assists in the development and implementation ofplans to improve patient satisfaction.

  • Assists all patients with complex questions,concerns and resolutions.

  • Answers benefits questions and informs patients ofservices not covered.

  • Answers eligibility questions.

  • Assists patients with transferring to HCP.

  • Assists patients in transferring from one medicalgroup to another.

  • Assists patients in resolving billing issues withHCP and outside vendors.

  • Assists patients in calling health plans to requestmedical group transfers.

  • Assists unassigned patients in choosing aphysician.

  • Discusses difficult payment issues with patients.

  • Handles complex patient complaints on-site.

  • Monitors expenditures and financial disbursements.

  • Coordinates petty cash requests.

  • Handles any ATM problems.

  • Handles next day bank deposit and sitereconciliation.

  • Answers billing and coding questions on-site.

  • Prints and distributes pending appointment reportsto Care Team Member 2.

  • Serves as a resource to Care Team Member 2 oninsurance benefit questions.

  • Ensures department compliance with HCP anddepartment policies and procedures.

  • Monitors appointment availability and makesrecommendations for improving access and provider productivity.

  • Assists the Administrator with long-range planningprojects.

  • Manages all operations functions of the healthcenter in the absence of the Administrator as assigned.

  • Provides direction, leadership and guidance todepartment staff.

  • Adheres to Universal Precautions at all times.

  • Adheres to safety policies and procedures at alltimes.

  • Submits patient wait time studies.

  • Supervises Care Team Members in the absence of theSupervisor, Care Team.

  • Submits encounter forms to the Business Officedaily.

  • Researches and resolves encounter form data entryissues.

  • Provides coverage for Care Team Member 1 as needed.

  • Ensures completion of end-of-month cashieringprocess.

  • Uses, protects, and discloses HCP patients’protected health information (PHI) only in accordance with Health InsurancePortability 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 preferred.



  • Over 1 year and up to and including 3 years of experience in a healthcare setting.


  • Previous managed care and/or ambulatory care experience.

  • Previous supervisory experience.


  • 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).

Primary Location CA-GLENDALE - 91204

Req ID: 302073