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.

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