Lead, Admissions (ROPS)

The Lead position reports to a DGS Supervisor, his/her time is split 50/50 between assisting with placing patients and other reporting and workflow functions. The Lead will assist in daily admissions support via telephone, email, fax, and internet to facilitate services for dialysis patients who choose DaVita Guest Services (DGS) for permanent dialysis placement. Leads serve as a point of escalation and process expertise, providing support and guidance to frontline teammates. This individual will be responsible for monitoring and shifting the work load as needed to provide our patients/partners with the highest levels of service. Additionally the Lead will be expected to assist in regular reporting to the team, management and field partners.

• Assists, supports, and guides frontline teammates with operational questions and escalations; works with new teammates on multitasking and prioritization
• Manage, maintain, and place permanent patients contained within an internal CRM and spreadsheet by generating outbound telephone calls and emails. The management and maintenance of the process may INCLUDE the collection of clinical paperwork, insurance verification, or establishing a confirmed dialysis treatment time
• Responds daily to inbound telephone calls, e-mail, and fax requests for dialysis treatment; monitors all fax folders to ensure team placement SLAs are met
• Generates daily reports including but not limited to: internal system usage metrics and ad hoc requests. Reviews, provides direction to teammates and provides status of open placement requests to field partners (Pending File)
• Assists Supervisor by identifying areas of opportunity and strength for teammates; adheres to all performance metrics, schedule adherence, and quality assurance call standards; able to understand and follow DGS & DaVita employment policies, guidelines and procedures at all times
• Other duties as assigned

Required Qualifications:

• Creative problem solving and multi-tasking skills; ability to jump in to situations and quickly determine issues and next steps
• Ability to work non-traditional and/or expanded hours from 6AM to midnight to serve patients and teammates during both emergency and non-emergency events as needed
• Intermediate computer skills and proficiency in Microsoft Word, Excel and Outlook
• Personal values in line with DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun
• Fluent in the written and verbal skills necessary to successfully perform the essential functions, duties, and responsibilities of the position.

Physical requirements can vary. These must be reviewed with management. However, in general, the position requires the following activities:

• Ability to lift minimum of 5 lbs to a max of 50 lbs unassisted and able to stand, sit, stoop, walk, stretch, reach, and use full range of body motions.
• Manual dexterity as required for specific equipment and ability to use computer keyboard and peripherals.

No required tasks involve greater exposure to blood, body fluids or tissues than would be encountered by a visitor. The normal work routine involves no exposure to blood, body fluids or other hazardous conditions.

DaVita provides reasonable accommodations to enable otherwise qualified individuals with disabilities to perform the essential Physical and/or Mental functions of a position

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

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. 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.