DaVita Call Center Guest Services Specialist in Malvern, Pennsylvania
ProvideContactCenter-basedsupport viaphone,email,fax,and web tofacilitateprovision of services for those Guests who choose DaVita visiting or permanent dialysis; Provide information about DaVita’s servicesandeducational materials;Activelycontributetothe DaVitaGuestServicesCRMknowledge databases;Activelylearnfrom DGSandcontributeprocessimprovementtothe team;LivetheDaVitaway ofTeam.Thepositionwillprovidesupportfromarrangingdialysisplacementstoprovidinginformation aboutdialysistreatmentoptions(DaVitaatHome,PeritonealDialysis,In-CenterSelf-Care,Nocturnal,as wellas,traditionalIn-CenterHemodialysis).PositionprovidesinformationaboutDaVita’s educational materialsandservicesto DaVitaPatients,teammatesandnon-DaVitaguests,family members,andrenal professionals. Thepositionsupportsthecommunityin theevent ofanemergencymakingemergency dialysisplacementstocallingpatientsandteammatesduringemergencyeventstomakesureall are accountedforandsafe. Thepositionseeksfeedbackfromourpatientsandcenterpartners viatelephone and e-mailsurveys.Position contributesprocessimprovementideastotheteam.
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
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 dialysis patients, patient family members, business partners, & 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 multi-tasker 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 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 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.
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.