Job Description

Client Name: Tranzeal

End Client Name: DaVita

Job Title: Admissions Specialist I

Location: 2476 Swedesford Road, Malvern, PA, 19355

Work Type: Remote (First day onsite, then remote with 1 day in-office/month)

Job Type: Contract

Rate: $20/hr on Tranzeal W2

Notes:

• THIS IS A PURE CUSTOMER SERVICE REQUIREMENT healthcare is an added advantage if not, it is completely ok.
• Training schedule: 9:00 AM 5:30 PM EST (1-hour lunch from 1 2 PM); training is fully remote except for the first day in-office.
• Work schedule post-training: Remote, with earliest shift 8:00 4:30 M F and latest 9:30 6:00 M F. Monthly in-office day is typically the 3rd Tuesday.

Job Description:
Provide Contact Center-based support via phone, email, fax, and web to facilitate placement requests for those patients who choose DaVita visiting or permanent dialysis. Facilitate the placement by using the tools and resources associated with DGS. Actively contribute to the DaVita Guest Services (DGS) CRM knowledge databases. Adhere to the process while contributing process improvement ideas to the team. Live the DaVita way of Team. This position will facilitate arranging dialysis placements while delivering service excellence and building hospital relationships. Must be knowledgeable of all DaVita treatment options. Will also support emergency events and outreach efforts.

Supervisory Responsibilities: No

Roles and Responsibilities:

• Respond professionally, promptly, and courteously to inbound calls, e-mails, and faxed referrals/requests for treatment options
• Make outbound calls to hospitals to complete placement requests
• Partner with Field Operations to visit doctor's offices and hospitals to enhance relationships
• Adhere to performance metrics and quality standards
• Utilize all tools and resources for patient placement coordination
• Maintain and input data from e-faxed forms into the database
• Contribute to process improvement and growth within placement/treatment modalities
• Build positive relationships with hospitals, discharge planners, case managers, and DaVita teammates
• Work during extended/non-traditional hours as needed
• Ensure HIPAA compliance and patient information confidentiality
• Demonstrate empathy while maintaining operational effectiveness
• Maintain organized and detail-oriented work habits
• Add acquired knowledge to CRM systems
• Work overtime as needed
• Comply with DGS and DaVita processes and policies
• Consistently attend work as scheduled
• Liaise with other DaVita locations to ensure customer service excellence
• Perform other duties as assigned

Required Skills:

• High School diploma or equivalent
• Minimum of 6 months' related experience
• Data entry speed: 25 40 keystrokes per minute
• Basic computer skills; proficiency in Microsoft Excel and Access
• Intermediate proficiency in Microsoft Word and Outlook

Preferred Skills:

• Strong commitment to DaVita's values: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun
• Willingness to learn new programs
• Excellent multitasking, time management, and prioritization
• Customer service orientation and rapport-building ability
• Professional and prompt communication via phone, email, and fax
• Empathy under pressure, focus on business goals
• Relentless attention to detail and follow-through
• Receptivity to feedback and development

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