Patient Relations Liaison - Casa DaVita ( Sacramento , CA )

Job Description:

This position is responsible for the development and implementation of DaVita's Patient Management Program through building relationships and providing educational materials to patients. This position enhances DaVita's relationships with local hospitals, doctors, and other kidney care providers by enabling patients to make informed decisions regarding their dialysis provider. Position is responsible for improving the patient education process by analyzing and sharing best practices with other members of the department. SUPERVISORY RESPONSIBILITIES:Position functions as mentor and resource to teammates as necessary. ESSENTIAL DUTIES AND RESPONSIBILITIES:The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive. Patient RegistrationWork with hospital Case Managers and Social Workers to place patients in outpatient dialysis clinics Arrange out-patient kidney dialysis for patients by contacting local clinics within an appropriate proximity as determined by patient preference Assist with patient transitions from hospitals to DaVita facilities, including transfer of paperwork and, as much as possible, ensure patient satisfaction Place patients in accordance with DaVita's Policy and Procedures for Patient Management Patient InteractionCommunicate with and treat patients with empathy at all times Provide high-level customer service to patients and ensure patient needs are met Patient ConsultationsAnswer questions from patients and/or family members in accordance with DaVita's Policy and Procedures for Patient Management Identify, resolve, or escalate patient issues to appropriate teammates for prompt and effective resolution Ensure availability of educational materials Meet individually with chronic kidney disease patients within the assigned region to provide educational materials on Outpatient dialysis, Modality options, insurance needs, out-of-pocket costs, grant programs, and facility locations Proactively seek ways to improve patient education materials (including but not limited to marketing materials, in-center visits, speaking points) Relationship BuildingWork closely with kidney care professionals to enhance current relationships or develop new relationships Partner with Regional Operations Directors and Facility Administrators to identify and implement best practices for accepting patients from inpatient dialysis providers Attend regional operations team meetings ReportingCreate detailed reports that track weekly placement and education activities Conduct monthly operating reviews with management to review reports Assist in the creation of new operating reports related to Growth initiatives Provide accurate and timely information about the status of potential DaVita patients Provide regular operating performance updates to assess program success Other InitiativesLearn, develop, and implement new ways for the company to differentiate itself in the marketplace Ensure Customer Service is apprised of customer needs and any deviations from current practices Participate in special projects as needed or requested Act as a liaison or subject-matter expert for the Growth team on special initiatives Mentor team members, as appropriate, on growth practices and techniques Other duties and responsibilities as assignedAttend team meetings, phone conferences, and training as needed Know, understand, and follow teammate guidelines, employment policies, and department or company procedures Travel required: up to 100% within assigned region