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
• Under the direction and supervision of the supervisor, 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)
• Able and willing 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

Skills

• Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun
• Ability and willingness to learn required programs
• Organized multi-tasker with excellent time management and prioritization skills
• Excellent Customer Relationship And Inter-company Network Building Skills

Benefits

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 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.