Intake and Eligibility: KKV’s Connection Heroes

Sometimes it is the first impression that makes all the difference to a patient.

“I would say KKV is family oriented and culture oriented,” says Rose Kaminanga, KKV’s Clinic Operations Manager overseeing both Intake and Eligibility staff. “KKV leadership is always willing to extend leniency and care to our patients with special needs.”

Within KKV, we frequently talk about health in terms of relationships and connections. As frontline care providers, our Intake and Eligibility staff play a critical intermediary role between patients and providers. “We are the first people they see when they come in,” says Rose, “We ask patients what they need - whether this is insurance or food stamps or welfare assistance, for example, Intake will direct them to Eligibility. Our team has to know what each department does so they can direct the patients where to go and who to see.”

The majority of KKV’s Intake and Eligibility ten-person staff is bilingual and come from the Kalihi communities we serve. Rose Kaminanga, Starah Stonit, and Wenana Angang speak Chuukese, while Dianth Arcano is fluent in Ilocano/Tagalog, Cynthia Punefu speaks Samoan, and Jennifer Clemente speaks limited Visayan and Tagalog. Other staff are English speakers but understand Ilocano and/or work closely with interpreters to provide compassionate support for their patients.

KKV’s Intake staff registers new patients and helps current patients with their paperwork. They make sure that charts are updated and accurate before the patients see their providers. This is critical to ensure that no one falls through the cracks. Intake and Eligibility provide the warm hand-off that assures patients they are among community and cared for as one’s own family.

Patients who want to schedule a new appointment or establish care are referred to Eligibility for screening and if eligible, assisted with health insurance needs. Wenana shares, “We help our patients apply for MedQuest insurance. And if they don’t qualify for MedQuest, we help them apply through the federal marketplace.” The forms and online platforms are often confusing and difficult to navigate. For immigrants the process can actually be a barrier to receiving care.

Intake and Eligibility staff are cross trained to perform each other’s duties. Unlike most other departments who have the option of working remotely, Intake and Eligibility have to be on site to be with patients and check them in for doctor’s appointments.  This has been especially tricky throughout the COVID pandemic as many of KKV’s frontline staff have young families and struggle to balance their personal needs (and in the case of COVID, real fears) with their professional responsibilities.

We are grateful for our Intake and Eligibility team for ensuring our patients feel loved and cared for on a daily basis. Mahalo to Rose and her wonderful team!