Kern County

Meet our new patient representatives

Our new patient representatives are ready to help you with any questions or problems. Just look for the person wearing a red jacket and a friendly smile — like Ebony Larce (pictured at left), a patient representative at our Ming Medical Offices. In the meantime, you can learn more about them here:

What is a patient representative?
They are the liaisons between our members and physicians and staff. They help ensure high-quality service and care by communicating your concerns and finding solutions.

How can a patient representative help me?
Marina Lerma, ancillary resource support supervisor, compares the role of a patient representative to that of a hotel concierge. “Their job is to assist members with anything they need, whether they’re trying to locate a family member who has been admitted or have a question about their coverage,” she says. “We try to resolve any issues right there on the spot.”                                

Who are the patient representatives?
All of them have worked for Kaiser Permanente for a minimum of two years. They participate in a six-week training program, learning all processes from scheduling appointments to filing disability paperwork. They even traveled to Disneyland for a course in the theme park’s legendary customer service.

How can I find a patient representative?
They are available at our Stockdale, Ming, and Chester Avenue Medical Offices in Bakersfield during the following times:

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