Coordinator, Patient Concierge (ROPS)

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive. • Assist Supervisor and Training Staff with new hire training, to include side by side training, etc. • Receive email and phone calls that require coordination with patients and healthcare professionals • 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 • Review, manage and prioritize Patient Care File by generating outbound calls/emails for the purpose of placing Visitor and/or Permanent patients which may include, patient registration • Continually review best practices, efficiency, and areas of growth • Foster improved relations, cooperation, communication and collaboration between DaVita Guest Services,  external business partners and patients • Achieve and exceed the performance metrics and stretch goals set for the department, while adhering to quality assurance standards • Ability to empathize with Guests under stressful circumstances and yet remain operationally effective • 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) • Relationship management • Consistent, regular, punctual attendance as scheduled • Possible light travel • Other duties as assigned