Specialist III, Admissions (ROPS)

DaVita Kidney Care

86d • $20 - $30

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.

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.

Nice To Haves

• 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.

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.
• 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.
• Able and willing to work overtime as required.
• Perform other duties as assigned.

Benefits

• 401k match
• healthcare coverage
• broad range of other benefits

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees