Patient Representative (Bilingual)

Job Summary:
Facilitates the optimal use of the Kaiser Permanente ambulatory care system by members who are experiencing difficulties. Facilitates the improvement in the quality of care and service provided. Assists with the integration of new members. Identifies and corrects, to the extent possible, conditions and/or activities that are potential sources of organizational liability.
Essential Responsibilities:
Provides ombudsman service between members, providers and the Kaiser Permanente system to facilitate optimal use of member care services. Promotes member satisfaction by providing timely and sensitive intervention and resolution of problems. This includes providing advice, making appointments, assigning primary care physicians and physician changes. Handles complaints and problems in such a way as to diffuse anger and frustration and improve the members perception of the care and service. Develops policies, procedures and protocols, in conjunction with appropriate departments, to effectively handle member complaints and problems. Reviews policies and procedures and makes recommendations for change with respect to decreasing risk/liability and improving member care and service. Negotiates mutually acceptable solutions to compensable events (within guidelines acceptable to the Medical Group and KFHP). Develops and implements tracking systems and feedback mechanisms for administration staff and physicians so that complaints and problems can be used to improve services provided. Uses information from complaints, identified problems, and incident reports to develop and implement methods to reduce risk for members and staff and to reduce potential liability for the organization. Identifies systems problems and works with managers to effect appropriate change.
Basic Qualifications: Experience

• Minimum three (3) years KP organizational experience in a direct ambulatory care environment or minimum three (3) years in membership services.

Education

• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Demonstrated ability to interview, investigate, and counsel effectively.
• Demonstrated ability to deal with hostile crisis situation with a level of sensitivity and understanding.
• Demonstrated good analytical skills and the ability to problem solve creatively, objectively, and rapidly.
• Ability to educate staff and physicians on risk management and quality improvement issues.
• Computer literacy.
• Must be able to work in a Labor-Management Partnership environment.
• Bilingual (English/Spanish) Level I required.

Preferred Qualifications:

• Bachelors degree preferred.
• Proficient in using Microsoft Excel software

Notes:

• May work in other KPOC GI areas.
• Full Time training hours during probation.
• Promotes member satisfaction by providing timely & sensitive intervention for newly diagnosed cancer patients.
• Helps with iFOBT closed loop system.
• Must successfully pass or have passed the bilingual test (within the last 12 months), or be active in the QBS program.