Specialist I, Admissions (ROPS)

DaVita Kidney Care•Malvern, AL

7d•$17 - $23

About The Position

The Specialist I, Admissions provides contact center support by phone, email, fax, and web to coordinate placement requests for patients choosing DaVita visiting or permanent dialysis. The role uses DaVita Guest Services (DGS) tools and resources, contributes to CRM knowledge databases, follows established processes while suggesting improvements, and delivers service excellence to build strong hospital relationships. The specialist must understand other DaVita treatment options, including In-Center Self-Care, Nocturnal, and traditional In-Center Hemodialysis. The position also supports the community during emergencies by coordinating emergency dialysis placements and helping account for the safety of patients and teammates. It gathers feedback from patients and center partners through telephone and email surveys, maintains patient information confidentially in accordance with HIPAA, and works with DaVita teammates and hospital partners. The role may require expanded or nontraditional hours to support patients and teammates across time zones, as well as overtime. No supervisory responsibilities are assigned.

Requirements

High school diploma or equivalent.
At least 6 months of related experience.
Data-entry speed of 25–40 keystrokes per minute.
Basic computer skills and proficiency in Microsoft Excel and Access.
Intermediate computer skills and proficiency in Microsoft Word and Outlook.
Excellent customer relationship and inter-company network-building skills.
Professional, courteous, prompt customer-centered communication by phone, email, scheduling, and fax.
Ability to empathize with patients, families, caregivers, customers, and teammates in stressful circumstances while remaining focused and effective.
Strong organization, multitasking, time-management, and prioritization skills.
Accuracy, attention to detail, and persistent follow-through.
Ability and willingness to learn about kidney disease, related topics, and required programs.
Ability to follow processes and policies and meet department metrics and goals.
Ability and willingness to work overtime and expanded/nontraditional hours as required.
Receptiveness to constructive feedback and development.
Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun.

Responsibilities

Respond professionally, promptly, and courteously to inbound calls, emails, faxed referrals, and requests for treatment options.
Request placements and respond to treatment-option inquiries through outbound calls, email, and other designated contacts.
Call hospitals to complete placement requests and coordinate patient placements using available tools and resources.
Partner with Field Operations, including visiting doctors’ offices and hospitals, to build and strengthen relationships.
Meet performance metrics and quality-assurance call standards, and achieve department goals.
Maintain e-faxed data forms from the field and enter information in the appropriate database.
Contribute knowledge to DGS CRM databases and, under supervisor direction, help develop and improve placement processes and treatment-option modalities.
Build positive relationships with hospitals, discharge planners, case managers, and DaVita teammates while providing customer service excellence.
Support emergency dialysis placements and help ensure patients and teammates are accounted for and safe during emergencies.
Seek feedback from patients and center partners through telephone and email surveys.
Comply with HIPAA requirements and protect confidential patient health information.
Work expanded or nontraditional hours across time zones and overtime as required.
Follow DGS and DaVita processes, employment policies, and teammate policies and procedures.
Maintain consistent, regular, and punctual attendance; perform other duties as assigned.