Coordinator, Patient Concierge (ROPS)

at  DaVita

MINIMUM QUALIFICATIONS

Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required.

• High School diploma, some college preferred.
• Minimum 6 months related Healthcare and/or Customer Service experience
• Intermediate computer skills and proficiency in Microsoft Office applications

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, teammates, management, physicians, and/or vendors (Village Service Partners) in everyday performance and interactions
• Ability and willingness to learn required programs
• Understand and follow the DaVita teammate handbook and safety and security policy and procedures
• Organized and an ability to multi-task 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

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

GENERAL PURPOSE OF THE JOB:

The primary function of the Placement Coordinator is to assist healthcare professionals and patients/caregivers with arranging dialysis treatments for visiting and/or permanent requests. The coordinator will provide contact center based support via phone, email, fax and/or web to facilitate provisional services to patients. The coordinator also provides support to the community in the event of an emergency or natural disaster by organizing emergency dialysis placements, outreach to patients and/or teammates to ensure that all are accounted for and safe. Developing and maintaining strong relationships with healthcare professionals and business partners will be necessary in this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.

• Assist Supervisor and Training Staff with new hire training, to include side by side training, etc.
• Receive email and phone calls that require coordination with patients and healthcare professionals
• 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
• Review, manage and prioritize Patient Care File by generating outbound calls/emails for the purpose of placing Visitor and/or Permanent patients which may include, patient registration
• Continually review best practices, efficiency, and areas of growth
• Foster improved relations, cooperation, communication and collaboration between DaVita Guest Services, external business partners and patients
• Achieve and exceed the performance metrics and stretch goals set for the department, while adhering to quality assurance standards
• Ability to empathize with Guests under stressful circumstances and yet remain operationally effective
• 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)
• Relationship management
• Consistent, regular, punctual attendance as scheduled
• Possible light travel
• Other duties as assigned

Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required.

• High School diploma, some college preferred.
• Minimum 6 months related Healthcare and/or Customer Service experience
• Intermediate computer skills and proficiency in Microsoft Office application