Patient Representative

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.

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.