Virtual Docent Liaison

Docent Health

Los Angeles, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 11/11/2020
  • Website:
  • Company Address: 399 Boylston St 4th Floor, Boston, MA, 02116

About Docent Health

Helping all patients feel known and heard when they need it most. Docent Health's mission is to help health systems build and retain lasting patient relationships. We are combining best practices from other industries to help health systems deliver the vision of customer-centric care by combining cutting edge consumer technology, retail based strategic marketing, and hospitality inspired service excellence with deep provider experience to increase customer lifetime value and grow market share.

Job Description

Location: Work from home based in the Greater Los Angeles Area


Docent Health believes that healthcare consumers shouldn’t be treated as a number or procedure type. Knowing a patient or member as a whole person is not only the right thing to do, it improves business and clinical performance. We believe every touch point a person has with a healthcare organization, digital or human, should inform and personalize the next steps in their care journey. Our technology and service ensures that patients, customers, members and caregivers feel known, valued and heard.


Many people face unacceptable barriers to care because of their race, ethnicity, immigration status or geographic location. Docent Health works with healthcare organizations to eliminate these disparities to create a more equitable healthcare system for all.


Docent Health’s innovative technology, digital tools and human services provides healthcare organizations with navigation programs that are easier and more effective than ever. We provide an accountable resource to guide patients and members to timely, personalized support, without barriers.

Learn more about Docent Health at:

To execute Docent Health’s mission to improve patient experiences, improve health equity, and enhance care, our Virtual Docent Liaison will work in partnership with clinical teams and community organizations to provide seamless care coordination across a patient’s healthcare journey. We are looking for a positive, dynamic, and empathetic person to join our team and help us support patients via text and over the phone.

This is a work from home position in the Greater Los Angeles Area.


Primary Responsibilities:


  • Consistently execute high-quality service to patients via phone call, text message, and email communication
  • Present a warm, open presence for patients during every interaction
  • Serve as a guide for all questions – quickly answering non-clinical inquiries and directing patients to the right resources within the hospital and in the community
  • Act as an ambassador for patients and collaborate with their clinical team on questions and issues
  • Document patient questions, and issues in Docent’s technology platform while respecting privacy laws for patient protection (HIPAA)
  • Maintain positive working relationships with patients, their families, care teams, and fellow Docent team members
  • Collaborate with the Partnership Success client manager & the Docent Team Lead to build our knowledge-base & service offering while supporting patients




  • Excellent time-management, problem-solving, and multi-tasking skills
  • Demonstrated success within a fast-moving, people-centric environment
  • Excellent communication skills, with a strong emphasis on listening and empathy
  • Proficiency with web-based applications; general comfort in learning new tools and technology
  • Previous experience in areas such as care coordination, nursing, support/hospitality, and/or customer service is highly preferred
  • Demonstrated commitment to community activism and interest in reducing disparities in healthcare
  • Multi-lingual; Spanish speaking preferred
  • High School Diploma required; Bachelor’s degree preferred



Compensation for the role will include market-competitive cash compensation and equity opportunity.

Consistent with our belief that our employees are our most valuable resource,

Docent Health offers a competitive benefits package.

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Docent Health - Los Angeles, CA, US
Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.