Admissions Lead (ROPS)

PA candidates only. On-site presence is required once a month at our Malvern, PA office.

About the role

This Team Lead position supports the new DSD Admissions team, focusing on daily, weekly, and monthly tasks to assist the Supervisor and Manager in operations and oversight. The role involves managing a small book of business, daily resource management, and collaborating with leadership to create new processes and goals for the DSD admissions lane. Must have experience as an Admissions Resolution Teammate and DGS experience.

The Lead reports to a DGS Supervisor, splitting time 50/50 between placing patients and handling reporting/workflow functions. Responsibilities include daily admissions support via telephone, email, fax, and internet to facilitate services for dialysis patients using DaVita Guest Services (DGS). Leads serve as a point of escalation and process expertise, guiding frontline teammates and managing workloads to ensure high service levels. The role also involves regular reporting to the team, management, and field partners.

Responsibilities

• Assist, support, and guide frontline teammates with operational questions and escalations; work with new teammates on multitasking and prioritization.
• Manage, maintain, and place permanent patients within an internal CRM and spreadsheet by generating outbound telephone calls and emails. Tasks may include collecting clinical paperwork, verifying insurance, or establishing confirmed dialysis treatment times.
• Respond daily to inbound telephone calls, emails, and fax requests for dialysis treatment; monitor all fax folders to ensure team placement SLAs are met.
• Generate daily reports, including internal system usage metrics and ad hoc requests. Review, provide direction to teammates, and update field partners on the status of open placement requests (Pending File).
• Assist the Supervisor by identifying areas of opportunity and strength for teammates; adhere to performance metrics, schedule adherence, and quality assurance call standards.
• Understand and follow DGS & DaVita employment policies, guidelines, and procedures.
• Other duties as assigned.

Requirements

• Creative problem-solving and multitasking skills; ability to assess situations quickly and determine next steps.
• Ability to work non-traditional and/or expanded hours (6 AM to midnight) to serve patients and teammates during emergencies and non-emergencies.
• Intermediate computer skills and proficiency in Microsoft Word, Excel, and Outlook.
• Personal values aligned with DaVita’s values: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun.
• Fluent written and verbal communication skills to perform essential functions, duties, and responsibilities.

Physical requirements (to be reviewed with management):

• Ability to lift a minimum of 5 lbs to a maximum of 50 lbs unassisted.
• Ability to stand, sit, stoop, walk, stretch, reach, and use full range of body motions.
• Manual dexterity for specific equipment and computer keyboard/peripherals use.
• No tasks involve greater exposure to blood, body fluids, or tissues than a visitor would encounter; normal work routine has no exposure to hazardous conditions.

Benefits

Teammates are eligible for benefits beginning the first day of the month following or coinciding with one month of continuous employment.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out.
• Support for you and your family: Family resources, EAP counseling sessions, access to Headspace®, backup child and elder care, maternity/paternity leave.
• Professional development programs: Career growth opportunities, on-demand virtual leadership and development courses via DaVita’s online training platform, StarLearning.
• Community and belonging: DaVita strives to be a community first, embedding belonging into everything we do.

Pay

The wage range for this role is $22.50 - $31.00/hour. Compensation depends on qualifications, skills, competencies, and experience. DaVita offers a competitive total rewards package, including a 401k match and healthcare coverage.