Specialist III, Admissions (ROPS)

GENERAL PURPOSE OF THE JOB

This role provides contact center-based support via telephone, email, fax, and internet to facilitate services for dialysis patients who choose DaVita Guest Services for permanent dialysis placement.  Teammates in this role facilitate the placement of patients that require additional time and attention.  The position requires service delivery excellence to build and establish strong hospital relationships, strong field relationships and strong internal DGS relationships. Teammates will need to be knowledgeable of the other treatment options within DaVita (In-Center Self-Care, Nocturnal, as well as, traditional In-Center Hemodialysis).   Creative problem solving and the ability to leverage relationships to escalate as needed are key skills for this role. 

ESSENTIAL FUNCTION

• Responds daily to inbound telephone calls, e-mail and fax requests for dialysis treatment.  Place outbound calls, text msgs, emails to field leadership to bring visibility to a patient placement and complete placement requests, focused on our most complex and at risky placements.  Placements escalated to the spotlight team are at highest risk of non-placement, the partnership and problem solving required of this role represents a large revenue opportunity. 
• Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options
• Utilize all tools and resources to coordinate and complete the placement of a patient
• Build strong working relationships with field leadership (Division Vice Presidents, Regional Operations Directors and Facility Administrators, etc.) to expedite the patient placement process.   The team also works closely with ROPs to ensure a funding source is secured for all patients prior to admission which maintains revenue streams for the village.
• 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 and conduct audits of placements, reviewing for process opportunities
• Other duties as assigned

SPECIALIZED EXPERIENCE, EDUCATION, TRAINING, OR QUALIFICATIONS

• Intermediate computer skills and proficiency in Microsoft Word, Excel and Outlook
• Ability to work non-traditional and/or expanded hours from 6AM to 7PM to serve patients and teammates during both emergency and non-emergency events as needed
• Data entry speed of 25-40 keystrokes per minute
• Excellent customer relationship and inter-company network building skills
• Personal values in line with DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun
• Bachelor’s Degree preferred

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.  

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

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.

DaVita gives preference to eligible and qualified applicants pursuant to the Navajo Preference in Employment Act.

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