GENERAL PURPOSE OF THE JOB:
Provide Contact Center-based support via phone, email, fax, and web to facilitate provision of services for those Guests who choose DaVita visiting or permanent dialysis; Provide information about DaVita’s services and educational materials; Actively contribute to the Guest Service Contact Center CRM knowledge databases; Actively learn from GSCC and contribute process improvement to the team; Live the DaVita way of Team. The position will provide support from arranging dialysis placements to providing information about dialysis treatment options (DaVita at Home, Peritoneal Dialysis, In-Center Self-Care, Nocturnal, as well as, traditional In-Center Hemodialysis). Position provides information about DaVita’s educational materials and services to DaVita Patients, teammates and non-DaVita guests, family members, and renal professionals. The position supports the community in the event of an emergency making emergency dialysis placements to calling patients and teammates during emergency events to make sure all are accounted for and safe. The position seeks feedback from our patients and center partners via telephone and e-mail surveys. Position contributes process improvement ideas to the team.
SUPERVISORY RESPONSIBILITIES: No
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required):
High School diploma or equivalent required
Minimum of 6 months’ related experience required
Data entry speed of 25-40 keystrokes per minute required
Basic computer skills and proficiency in Microsoft Excel and Access
Intermediate computer skills and proficiency in Microsoft Word and Outlook
ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION:
Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
Ability and willingness to learn required programs
Organized multi-tasker with excellent time management and prioritization skills
Ability and desire to provide excellent customer service and build rapport with clients and teammates associated with the program
Excellent customer relationship and inter-company network building skills
Superb customer-centered communication including professional, courteous, prompt phone, e-mail, scheduling and fax responses.
Ability to empathize with patients, patient’s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal
Attention to accuracy of details and relentless follow-through
Ability to proactively use knowledge gained to improve processes and help refine procedures
Receptive to constructive feedback and development
Fluent in the written and verbal skills necessary to perform successfully the essential functions, duties, and responsibilities of the position.
Vision adequate to perform the essential duties and responsibilities of position including repetitive use of computer monitor.
Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following physical activities:
Ability to lift minimum of 1 pound to a maximum of 15 pounds unassisted and able to perform extended periods of sitting with some standing, stooping, walking, stretching, reaching, lifting, and moderate range of body motions.
Ability to use computer keyboard and peripherals to accomplish required tasks in a timely manner is a core requirement of this position.
Ability to use telephone for extended periods of time easily and effectively.
DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.