Lead, Patient Concierge (ROPS)

Posting Date

GENERAL PURPOSE OF THE JOB:

The primary function of the Lead Position is to assist DaVita Guest Services Core Team Supervisors in the day-to-day management of the DGS Team per DaVita's Mission and Core Values. In addition, to provide Contact Center-based support via phone, email, fax, and web to facilitate the provision of services for those Guests who choose DaVita visiting or permanent dialysis; Provide information about DaVita's services and educational materials; contribute process improvement to the team; Live the DaVita way of Team. The position provides information about DaVita's services to DaVita Patients, teammates, non-DaVita guests, family members, and renal professionals. The position supports the community in an emergency, making emergency dialysis placements and calling patients and teammates during emergencies to ensure all are accounted for and safe. The position seeks patient and business partner feedback via telephone and e-mail surveys. Position contributes process improvement ideas to the team.

On-site presence is required 1x month at our office in Malvern, PA. Onsite presence may increase during hiring sessions/new hire orientation

Hours: 11:00AM-7:30 PM EST

Patient concierge experience is highly required

SUPERVISORY RESPONSIBILITIES: YES

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.

• Support the Supervisor in his/her daily duties as needed, in addition to offering coaching and development support to teammates

• Support the frontline teammates with the operational process

• Assist the supervisor and training staff with new hire training, including side-by-side training, etc.

• Receive email and phone calls that require escalation/investigation beyond the scope of a Frontline Teammate

• Ensure that adequate training in all areas is provided. This includes compliance of DaVita policies and procedures and compliance with Federal / State regulations and guidelines

• Understand and follow the DaVita teammate handbook and safety and security policy and procedures

• Report to the Supervisor any policy violation or teammate relations issues as applicable

• Remain positive and always support the leadership team

• Monitor, address, and follow all Contact Center & Teammate Guidelines

• Exercise initiative appropriately and assist while teammates are out

• Identify individual and team challenges and propose a solution

• Identify and communicate achievements & success of team and teammates

• Help review, manage, and prioritize Patient Care File with Supervisor

• Continually review best practices, efficiency, and areas of growth

• Demonstrate performance and behavior that reflect the Mission and Core Values of DaVita

• Foster improved relations, cooperation, communication, and collaboration between DaVita Guest Services, internal/external business partners and patients

• Assisting in monitoring, achieving, and exceeding the metrics and stretch goals set for the department

• Act in the stead of the supervisor when the supervisor is out of the office as directed

• Assist in supervising the team to ensure that both internal and external customers and the overall

strategic imperatives are supported

• Assist in overseeing all patient information and records to ensure all documentation is established and maintained under HIPAA regulations.

• Work on continual development of individual skills and behaviors that promote the DaVita Way of Team and management and the Core Values

• Possible light travel

• Other duties as assigned

MINIMUM QUALIFICATIONS

Education, licenses, certifications, and experience are required to fulfill essential duties, including computer skills.

• High School diploma, some college preferred.

• Minimum 6 months to one year related experience

• Basic computer skills and proficiency in Microsoft Excel

• 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 the ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors (Village Service Partners) in everyday performance and interactions

• Ability and willingness to learn required programs

• Organized and an ability to multi-task 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, caregivers, customers, and teammates under stressful circumstances and remain focused on business goal

• Attention to the accuracy of details and relentless follow-through

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.

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At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.