Specialist I, Admissions (ROPS)

About the role

Provide contact center-based support via phone, email, fax, and web to facilitate placement requests for those patients who choose DaVita visiting or permanent dialysis.

Facilitate the placement by using the tools and resources associated with DGS; Actively contribute to the DaVita Guest Services (DGS) CRM knowledge databases; Adhere to the process while contributing process improvement ideas to the team; Live the DaVita way of Team.

Responsibilities

• Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options
• Request placement and/or respond to inquiries regarding treatment options via outbound calls, e-mail, and/or other designated contacts
• Place outbound calls to Hospitals to complete placement requests
• Willing and able to partner with Field Operations to visit Doctor’s offices and Hospitals to build, enhance and/or establish those relationships
• Adhere to performance metrics and quality assurance call standards
• Utilize all tools and resources to coordinate and complete the placement of a patient
• Maintain data forms e-faxed from the field and enter in the appropriate database
• Develop and enhance processes to ensure effective growth within placements as well as treatment option modalities
• Build positive relationships with Hospitals, Discharge planners, Case Managers, & DaVita teammates across the Village and provide customer service excellence
• Achieve the metrics and goals set for the department
• Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)
• Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)
• Ability & willingness to learn about Kidney Disease and related topics
• Excellent customer relationship and inter-company network building skills
• First-class 'Red Carpet' customer-centered skills
• Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal
• Organized, ability to multi-task with excellent time management and prioritization skills
• Ability and willingness to work overtime
• Understand and Follow DGS and DaVita processes
• Understand and follow DGS and DaVita teammate policies and procedures

Qualifications

• High School diploma or equivalent required
• Minimum Of 6 Months’ Related Experience Required
• Data entry speed of 25-40 keystrokes per minute required
• Basic computer skills and proficiency in Microsoft Excel and Access
• Intermediate computer skills and proficiency in Microsoft Word and Outlook

Essential Behaviors, Skills, and Attitudes

• Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
• Ability and willingness to learn required programs
• Organized multi-tasker with excellent time management and prioritization skills
• Ability and desire to provide excellent customer service and build rapport with clients and teammates associated with the program
• Superb customer-centered communication including professional, courteous, prompt phone, e-mail, scheduling and fax responses
• Ability to empathize with patients, patient’s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal
• Attention to accuracy of details and relentless follow-through
• Proactive use of knowledge gained to improve processes and help refine procedures
• Receptive to constructive feedback and development

What We’ll Provide

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Social support: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning

Compensation

The Wage Range for the role is $17.00 - $23.00/hour. For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates