Specialist I, Admissions (ROPS)

Job Title

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, email, 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 eld 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 rene 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

Minimum 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 Required For Success In This Position:

• 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
• Excellent customer relationship and inter-company network building skills
• 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
• Ability to proactively use knowledge gained to improve processes and help rene procedures
• Receptive to constructive feedback and development