Warm Welcome Resolution Admissions Specialist III

DaVita Kidney Care

5d•$21 - $28•Remote

About The Position

A Resolution Specialist on the Warm Welcome team will work with their peers, leaders, and the cross-functional project team to test new forms of outreach to patients who have been successfully placed at DaVita prior to their first treatment. The intent is to reduce rates of non-start by ensuring patients plan to treat with us, understanding why they may not intend to treat with us, and escalating appropriately when opportunities have been identified to prevent a non-start. Onsite presence required 1x month for candidates local to Malvern, PA or Englewood, CO CBOs Open to remote candidates A Resolution Specialist on the Warm Welcome team will be expected to: Place outbound calls to patients using a daily worklist of eligible patients Able to multitask and effectively manage competing priorities to adhere to departmental SLAs. Respond professionally, promptly and courteously to inbound telephone calls. Up to 50 patients daily. Take steps prior to outreach to understand the circumstances of the request and prepare for possible key actions that must be taken based on the nature of the conversation Partner with other members of the Warm Welcome team and Admissions leaders to help resolve escalations and barriers identified Adhere to Compliance guidelines on appropriate forms and frequency of outreach Adhere to scripting and processes leveraged for documenting and communicating Warm Welcome outreach in DGS systems and other modes of communication as needed Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI) Learn about Kidney Disease and related topics Empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal Have excellent time management and prioritization skills Understand and follow DGS and DaVita processes as well as DaVita teammate policies and procedures Referral Source outreach for discharge coordination planning Able and willing to work overtime as required Perform other duties as assigned

Requirements

1 year or more experience within DGS preferred, but not required
Excel in effective communication, patient outreach, and rapport building
High School Diploma or equivalent required
In good standing within current role
Proficiency in all Microsoft and DGS specific tools
Commitment to DaVita’s Core Values and We CARE behaviors
Ability and willingness to learn required programs and processes
Ability to adapt and pivot to new processes, tools, or systems
Superb customer-centered communication that is professional, courteous, and prompt
Attention to accuracy of details and thorough documentation
Ability to proactively use knowledge gained to improve processes, refined procedures, and provide feedback to the larger project team
Receptive to feedback and development

Nice To Haves

1 year or more experience within DGS preferred, but not required

Responsibilities

Place outbound calls to patients using a daily worklist of eligible patients
Able to multitask and effectively manage competing priorities to adhere to departmental SLAs.
Respond professionally, promptly and courteously to inbound telephone calls. Up to 50 patients daily.
Take steps prior to outreach to understand the circumstances of the request and prepare for possible key actions that must be taken based on the nature of the conversation
Partner with other members of the Warm Welcome team and Admissions leaders to help resolve escalations and barriers identified
Adhere to Compliance guidelines on appropriate forms and frequency of outreach
Adhere to scripting and processes leveraged for documenting and communicating Warm Welcome outreach in DGS systems and other modes of communication as needed
Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)
Learn about Kidney Disease and related topics
Empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal
Have excellent time management and prioritization skills
Understand and follow DGS and DaVita processes as well as DaVita teammate policies and procedures
Referral Source outreach for discharge coordination planning
Able and willing to work overtime as required
Perform other duties as assigned

Benefits

More than just pay, our DaVita Rewards package connects teammates to what matters most.
Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment.
Below are some of our benefit offerings.
Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong."
Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are.
We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements.
Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.