Admission Specialist

Provide Contact Center-based support via phone, email, fax, and web to facilitate placement requests for those patients that require additional attention and time to complete the placement process. Facilitate the placement by using the tools and resources associated with DGS Spotlight process; Actively contribute to the DaVita Guest Services CRM knowledge databases; Adhere to the process while contributing process improvement ideas to the team; Live the DaVita way of Team. The position will work closely with field leadership to facilitate the placement of patients that require the additional time and attention for placement; Track each placement to completion and reporting out "time to completion" for each patient "spotlight". The position will transition the hand-off of the patient back to the Admission Specialist to ensure the patient placement is completed. The position is required to provide service delivery excellence to build and establish strong hospital relationships, strong field relationships and strong internal DGS 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.

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, text msgs, emails to field leadership to bring visibility to a patient placement and complete placement requests

* Manage the Service Request (SR) Spotlight process for each SR from beginning to end

* Utilize all tools and resources to coordinate and complete the placement of a patient

* Administer the "recovery" and "OON" strategy

* 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 performance metrics/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)

* Train teammates at all levels, both field and DGS to understand reasons for a spotlight, when to spotlight and what to expect when a spotlight request is sent to the Spotlight Specialist

* 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 goals

* Organized multi-tasker 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 GSCC 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 teammate policies and procedures

Here is what you can expect when you join our Village:

A "community first, company second" culture based on Core Values that really matter.

Clinical outcomes consistently ranked above the national average.

Award-winning education and training across multiple career paths to help you reach your potential.

Performance-based rewards based on stellar individual and team contributions.

A comprehensive benefits package designed to enhance your health, your financial well-being and your future.

Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.

High School diploma or equivalent required

Minimum of 6 months' related experience required

Data entry speed of 25-40 keystrokes per minute required

Basic computer skills and proficiency in Microsoft Excel and Access

Intermediate computer skills and proficiency in Microsoft Word and Outlook

Join us as we pursue our vision " To Build the Greatest Healthcare Community the World has Ever Seen . "

Why wait? Explore a career with DaVita today.

Go to http://careers.davita.com to learn more or apply.

To learn more about our Village and the world of dialysis, click here .

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The DaVita Village is committed to being an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.