A Resolution Specialist on the Warm Welcome team will work with their peers, leaders, and the cross-functional project team to test new forms of outreach to patients who have been successfully placed at DaVita prior to their first treatment. The intent is to reduce rates of non-start by ensuring patients plan to treat with us, understanding why they may not intend to treat with us, and escalating appropriately when opportunities have been identified to prevent a non-start.
Candidates who reside in/near Malvern, PA or Englewood, CO preferred. For these candidates, on-site presence is required 1x month at our office in Malvern, or Englewood.
Open to remote candidates as well.
A Resolution Specialist on the Warm Welcome team will be expected to:
Place outbound calls to patients using a daily worklist of eligible patientsTake steps prior to outreach to understand the circumstances of the request and prepare for possible key actions that must be taken based on the nature of the conversationPartner with other members of the Warm Welcome team and Admissions leaders to help resolve escalations and barriers identifiedAdhere to Compliance guidelines on appropriate forms and frequency of outreachAdhere to scripting and processes leveraged for documenting and communicating Warm Welcome outreach in DGS systems and other modes of communication as neededComply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)Learn about Kidney Disease and related topicsEmpathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goalBe organized with an ability to multi-taskHave excellent time management and prioritization skillsUnderstand and follow DGS and DaVita processes as well as DaVita teammate policies and proceduresAble and willing to work overtime as requiredPerform other duties as assignedMinimum Qualifications:
6 months or more experience within DGS preferred, but not requiredExcel in effective communication, patient outreach, and rapport buildingHigh School Diploma or equivalent requiredIn good standing within current roleProficiency in all Microsoft and DGS specific toolsEssential Behaviors, Skills, and Attitudes required for success in this position:
Commitment to DaVita’s Core Values and We CARE behaviorsAbility and willingness to learn required programs and processesAbility to adapt and pivot to new processes, tools, or systemsSuperb customer-centered communication that is professional, courteous, and promptAttention to accuracy of details and thorough documentationAbility to proactively use knowledge gained to improve processes, refined procedures, and provide feedback to the larger project teamReceptive to feedback and developmentAt 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 Diversity & 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 an affirmative action employer. As such, 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.
Applications are accepted on an ongoing basis.
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.
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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 an affirmative action employer. As such, 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 opened for a minimum of three days.
Salary/ Wage Range
$20.00 - $30.50 / hourCompensation 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.