MINIMUM QUALIFICATIONS

(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

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 refine procedures
Receptive to constructive feedback and development

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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.
SUPERVISORY RESPONSIBILITIES: No

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