Provide Contact Center-based support via phone, email, fax, and web to facilitate placement requests for patients who choose DaVita visiting or permanent dialysis; Actively contribute to the DaVita Guest Services (DGS) CRM knowledge databases; Adhere to the process while contributing process improvement ideas to the team.
Requirements
- 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
- 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
Benefits
- 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
