DaVita Admissions Specialist in Malvern, Pennsylvania
GENERAL PURPOSE OF THE JOB:
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. The position will facilitate the arranging of dialysis placements while providing service delivery excellence to build and establish strong hospital relationships. The position will need to be knowledgeable of the other treatment options within DaVita (In-Center Self-Care, Nocturnal, as well as, traditional In-Center Hemodialysis). The position supports the community in the event of an emergency making emergency dialysis placements to calling patients and teammates during emergency events to make sure all are accounted for and safe. The position seeks feedback from our patients and center partners via telephone and e-mail surveys.
Essential Duties and 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)
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
Attention to accuracy of details and relentless follow-through with a curious and investigative inclination
Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures
Ability/willingness to work overtime
Ability to understand and follow DGS and DaVita employment policies and procedures
Adherence to achieving the metrics and goals that are set for the department and
receptivity to constructive feedback and development
Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position
Liaises with DaVita teammates at other locations to provide customer service excellence
Perform other duties as assigned
Able and willing to work overtime as required
Understand and Follow DGS and DaVita processes.
Understand and follow DGS and DaVita teammate policies and procedures
Here is what you can expect when you join our Village:
A "community first, company second" culture based on Core Values that really matter.
Clinical outcomes consistently ranked above the national average.
Award-winning education and training across multiple career paths to help you reach your potential.
Performance-based rewards based on stellar individual and team contributions.
A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.
(Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required):
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
Join us as we pursue our vision " To Build the Greatest Healthcare Community the World has Ever Seen . "
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn more or apply.
To learn more about our Village and the world of dialysis, click here .
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DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.