GENERAL PURPOSE OF THE JOB: Provide Contact Center-based support via phone, email, fax, and web to facilitate placement requests for those patients who choose DaVita visiting or permanent dialysis; Facilitate the placement by using the tools and resources associated with DGS; Actively contribute to the DaVita Guest Services (DGS) CRM knowledge databases; Adhere to the process while contributing process improvement ideas to the team; Live the DaVita way of Team . T he position will facilitate the arranging of dialysis placements while providing service delivery excellence to build and establish strong hospital relationships. The position will need to be knowledgeable of the other treatment options within DaVita (In-Center Self-Care, Nocturnal, as well as, traditional In-Center Hemodialysis). The position supports the community in the event of an emergency making emergency dialysis placements to calling patients and teammates during emergency events to make sure all are accounted for and safe. The position seeks feedback from our patients and center partners via telephone and e-mail surveys. SUPERVISORY RESPONSIBILITIES:
No ESSENTIAL DUTIES AND RESPONSIBILITIES : Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options Request placement and/or respond to inquiries regarding treatment options via outbound calls, e-mail, and/or other designated contacts Place outbound calls to Hospitals to complete placement requests Willing and able to partner with Field Operations to visit Doctor’s offices and Hospitals to build, enhance and/or establish those relationships. Adhere to performance metrics and quality assurance call standards Utilize all tools and resources to coordinate and complete the placement of a patient Maintain data forms e-faxed from the field and enter in the appropriate database Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities Build positive relationships with Hospitals, Discharge planners, Case Managers, & DaVita teammates across the Village and provide customer service excellence Achieve the metrics and goals set for the department Work during
expanded/non-traditional
hours to serve patients and teammates (in different time zones) Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI) Ability & willingness to learn about Kidney Disease and related topics Excellent customer relationship and inter-company network building skills First-class ‘Red Carpet’ customer-centered skills Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal Organized, ability to multi-task with excellent time management and prioritization skills Attention to accuracy of details and relentless follow-through with a curious and investigative inclination Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures Ability/willingness to work overtime Ability to understand and follow DGS and DaVita employment policies and procedures Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position Liaises with DaVita teammates at other locations to provide customer service excellence Perform other duties as assigned Able and willing to work overtime as required Understand and Follow DGS and DaVita processes. Understand and follow DGS and DaVita teammate policies and procedures MINIMUM QUALIFICATIONS (Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required): High School diploma or equivalent required Mi n i mu m of 6
m o n ths’ r e l a ted expe r i enc e r e quir e d Da ta e n try sp ee d of 25-40 keystrok e s
pe r mi nu te r e quir e d B a sic co m put e r skills and
p ro f i c i enc y in Mi c roso f t
Exce l
an d A cce ss In ter me diate co m put e r
s kills a n d prof ic i enc y in M ic roso f t Wo r d
an d O u tlo o k ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION: Com m itm en t to D a Vit a’ s val ue s of S e rvi c e
Exce ll ence ,
In tegrity, Te am ,
Con tin u o u s
Im prove men t, A cc o un ta b ility, Fu l f i ll men t
an d Fun w i th abili t y
t o
dem o ns trate those posi t iv el y
an d proa c ti ve ly
t o pati en ts, c o- wo r ke r s,
mana ge men t,
ph ysi c i ans ,
an d/or ve n dors in
e ve r y
da y
per fo rmanc e a n d i n ter ac tions Ability a n d w i lli n gn e ss
t o le a rn r e quir e d progra m s Org an iz e d
mu lt i- ta s ker
w ith
exce ll en t time m anagemen t
an d priorit i zation skills Ability
an d de s ire to pro v ide exc e ll en t
cu sto me r
se rvi c e a n d build r a pp o rt w i th
c li en ts
an d te amma tes
a sso c i ate d w i th
th e program Excellent customer relationship and inter-company network building skills Superb customer-centered communication including professional, courteous, prompt phone, e-ma il, sc he duli n g
an d f a x r e spons e s. Ability to empathize with patients, patient’s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal Attention to accuracy of details and relentless follow-through Ability to proa c ti ve ly use kno w l e dge gai ne d
t o
imp rove pro ce ss e s a n d
he lp r e f in e procedures R ece p t ive to co ns tru c ti v e f ee dba c k
an d dev e l o p men t What We’ll Provide: 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 Diversity & 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 an affirmative action employer. As such, 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. Salary/ Wage Range $17.50 - $30.00
/ hour Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at
https://careers.davita.com/benefits
About Us
DaVita (NYSE: DVA) is a comprehensive kidney care provider focused on transforming care to improve the quality of life for patients globally. The company is a leading provider of kidney care services in the U.S. and has been a leader in clinical quality and innovation for more than 20 years. DaVita is working to help increase equitable access to care for patients at every stage and setting along their kidney health journey—from slowing progression of kidney disease to streamlining the transplant process, from acute hospital care to dialysis at home. As of March 31, 2022, DaVita served 200,800 patients at 2,809 outpatient dialysis centers in the U.S. The company operated an additional 346 outpatient dialysis centers in 11 other countries worldwide. DaVita has reduced hospitalizations, improved mortality and worked collaboratively to help propel the kidney care community to adopt an equitable, high-quality standard of care for patients around the globe. DaVita is an equal opportunity employer-
Male/Female/Veterans/Disabled.
To learn more about what this means click here . We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
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