Specialist I, Admissions (ROPS)

Job Title: Specialist I, Admissions (ROPS)Location: Denver, COImportant updates:Inform candidates that the work environment will be in a call center setting .Confirm whether candidates are comfortable undergoing a drug screening and background check .Ensure that candidates have at least a high school diploma ;During training, their hours will be 7-3:30 MST. With a 1-hour lunch from 11-12. Training is fully remote except for the first day they are in office.Schedule will start anywhere between 9am to 11am, and end anywhere between 5:30pm and 7:30pm, It will depend on the business needAfter training they will be remote and come into the office once a month as a team. It's more so the 2nd Wednesday of each month, for example, we are going in on 5/13 this monthGENERAL 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 andresources 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 DaVitaway 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 theother 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 dialysisplacements 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.SUPERVISORY RESPONSIBILITIES: NoESSENTIAL DUTIES AND RESPONSIBILITIES:Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment optionsRequest placement and/or respond to inquiries regarding treatment options via outbound calls, email, and/or other designated contactsPlace outbound calls to Hospitals to complete placement requestsWilling 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 standardsUtilize all tools and resources to coordinate and complete the placement of a patientMaintain data forms e-faxed from the eld and enter in the appropriate databaseUnder the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalitiesBuild positive relationships with Hospitals, Discharge planners, Case Managers, & DaVita teammates across the Village and provide customer service excellenceAchieve the metrics and goals set for the departmentWork 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 topicsExcellent customer relationship and inter-company network building skillsFirst-class 'Red Carpet' customer-centered skillsAbility to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goalOrganized, ability to multi-task with excellent time management and prioritization skillsAttention to accuracy of details and relentless follow-through with a curious and investigative inclinationAbility to proactively add knowledge gained to the CRM databases to improve processes and help rene proceduresAbility/willingness to work overtimeAbility to understand and follow DGS and DaVita employment policies and proceduresAdherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and developmentConsistent, regular, punctual attendance as scheduled is an essential responsibility of this positionLiaises with DaVita teammates at other locations to provide customer service excellencePerform other duties as assignedAble and willing to work overtime as requiredUnderstand and Follow DGS and DaVita processes.Understand and follow DGS and DaVita teammate policies and proceduresMINIMUM QUALIFICATIONS(Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required):High School diploma or equivalent requiredMinimum of 6 months' related experience requiredData entry speed of 25-40 keystrokes per minute requiredBasic computer skills and proficiency in Microsoft Excel and AccessIntermediate computer skills and proficiency in Microsoft Word and OutlookESSENTIAL 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 interactionsAbility and willingness to learn required programsOrganized multi-tasker with excellent time management and prioritization skillsAbility and desire to provide excellent customer service and build rapport with clients and teammates associated with the programExcellent customer relationship and inter-company network building skillsSuperb 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 goalAttention to accuracy of details and relentless follow-throughAbility to proactively use knowledge gained to improve processes and help rene proceduresReceptive to constructive feedback and development