Specialist I, Admissions (ROPS)

DaVita Kidney Care

3d•$17 - $23•Onsite

About The Position

The Specialist I, Admissions (ROPS) provides contact center support by phone, email, fax, and web to facilitate placement requests for patients seeking visiting or permanent dialysis with DaVita. The role coordinates placements using DaVita Guest Services (DGS) tools and resources, contributes to DGS CRM knowledge databases, follows established processes while suggesting improvements, and delivers customer service that builds strong hospital relationships. The Specialist must understand DaVita treatment options, including In-Center Self-Care, Nocturnal, and traditional In-Center Hemodialysis. The role also supports the community during emergencies by coordinating emergency dialysis placements and helping confirm patients and teammates are accounted for and safe. Feedback is gathered from patients and center partners through telephone and email surveys. This position works with hospitals, discharge planners, case managers, DaVita teammates, and Field Operations. It requires professionalism and empathy when supporting patients and partners in stressful circumstances, accurate and timely handling of patient information, and adherence to HIPAA and DaVita/DGS policies. The position has no supervisory responsibilities.

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.
Strong customer-centered communication skills, including professional and timely phone, email, scheduling, and fax responses.
Ability to empathize with patients, families, caregivers, customers, and teammates under stressful circumstances while remaining focused and operationally effective.
Strong organization, multitasking, time-management, and prioritization skills.
Attention to detail and accuracy, with persistent follow-through and an investigative inclination.
Ability and willingness to learn required programs, kidney disease topics, and related information.
Ability to follow DGS and DaVita policies, processes, and procedures.
Ability and willingness to work overtime as required.
Receptiveness to constructive feedback and development.
Commitment to DaVita values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun, demonstrated in daily interactions.
Consistent, regular, and punctual attendance as scheduled.

Responsibilities

Respond professionally, promptly, and courteously to inbound calls, emails, and faxed referrals or requests for treatment options.
Request placements and respond to inquiries about treatment options through outbound calls, email, and other designated contacts.
Call hospitals to complete placement requests.
Partner with Field Operations to visit doctors’ offices and hospitals to build, enhance, or establish relationships.
Meet performance metrics and quality-assurance call standards.
Use available tools and resources to coordinate and complete patient placements.
Maintain data forms sent electronically by field teams and enter information in the appropriate database.
Under supervisor direction, develop and enhance processes to support growth in placements and treatment-option modalities.
Build positive relationships with hospitals, discharge planners, case managers, and DaVita teammates, providing excellent customer service.
Meet departmental metrics and goals and respond constructively to feedback and development.
Work expanded or nontraditional hours to serve patients and teammates across time zones; work overtime as required.
Comply with HIPAA regulations and protect confidential patient health information.
Learn about kidney disease and related topics.
Add knowledge to CRM databases to improve processes and refine procedures.
Maintain consistent, regular, and punctual attendance as scheduled.
Liaise with DaVita teammates at other locations to provide customer service.
Perform other duties as assigned and follow DGS and DaVita processes, policies, and procedures.
Support emergency dialysis placements and help ensure patients and teammates are accounted for and safe during emergency events.
Seek feedback from patients and center partners through telephone and email surveys.