Specialist I, Admissions (ROPS)

DAVITA•Centennial, CO

3d•$17 - $23

About The Position

The Specialist I, Admissions provides contact center support by phone, email, fax, and web to facilitate requests for visiting or permanent dialysis placements for patients who choose 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 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 role also supports the community during emergencies by arranging emergency dialysis placements and helping account for the safety of patients and teammates. It seeks feedback from patients and center partners through telephone and email surveys, works with Field Operations to build relationships with doctors’ offices and hospitals, and liaises with DaVita teammates at other locations. The position has no supervisory responsibilities and may require expanded or non-traditional hours, overtime, and consistent, punctual attendance.

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 under stressful circumstances while remaining focused and operationally effective.
Organization, multitasking, time management, and prioritization skills.
Attention to detail, accuracy, and persistent follow-through.
Ability and willingness to learn required programs and kidney disease-related topics.
Ability to understand and follow DGS and DaVita processes, policies, and procedures.
Receptiveness to constructive feedback and development.
Ability and willingness to work overtime as required.
Consistent, regular, and punctual attendance as scheduled.
Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun, demonstrated in daily interactions.

Responsibilities

Respond professionally, promptly, and courteously to inbound calls, emails, and faxed referrals or requests for treatment options.
Request placements and respond to treatment-option inquiries through outbound calls, email, or 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 e-faxed from the field and enter information into 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 department metrics and goals and respond constructively to feedback and development.
Work expanded or non-traditional hours to serve patients and teammates in different time zones; work overtime as required.
Comply with HIPAA regulations and protect the confidentiality of patient health information.
Learn about kidney disease and related topics, and proactively add knowledge to CRM databases to improve processes and refine procedures.
Provide emergency dialysis placements and help account for patients and teammates during emergency events.
Seek feedback from patients and center partners through telephone and email surveys.
Follow DGS and DaVita processes, employment policies, and teammate policies and procedures.
Maintain consistent, regular, and punctual attendance as scheduled.
Perform other duties as assigned.