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Representative, Call Center

3 months ago

Vestavia Hills, Alabama, United States DaVita Inc. Full time
1200 Brooks LaneSte 285, Jefferson Hills, Pennsylvania, , United States of America


The TRIAGE COORDINATOR / CALL CENTER REPRESENTATIVE is a CMA (Certified Medical Assistant) responsible for handling a high volume of complex inbound calls, which requires an attention to detail, and the ability to multi-task.

This individual has a positive attitude and assures that questions and issues are resolved, both promptly and accurately, in a manner that callers can understand; while thoroughly assessing and efficiently gathering information, in a professional and courteous manner.

This individual will determine the next step in resolution to fulfill the caller's needs.

LOCATION:
MONROEVILLE, PA

MUST BE A CERTIFIED MEDICAL ASSISTANT (CMA)

Responsibilities:
(include, but not limited to)

  • Answer a high volume of monitored calls
  • Accurately document all patient encounters, phone triage messaging, test results and office correspondence
  • Evaluate and respond to all aspects of written or received communication, following HIPAA protocols
  • Triage patients
  • Receive critical lab values and follow policy for notification and documentation
  • Access medical records, as necessary
  • Receive critical lab values and follow policy for notification and documentation
  • Complete all processes and procedures in a cooperative timely, efficient and effective manner with the Executive Director, Clinical Nurse Managers, Billing Department, Clinical Staff, Providers, and external customers
  • Other duties, as assigned

Requirements:

  • Current CPR Certification
  • Graduate from an accredited program for Medical Assistants (Certified Medical Assistant)

Specialized Experience, Education & Qualifications:

  • High school diploma or general equivalency diploma (GED)
  • 1+ yr of customer service / call center experience in high impact customer service role
  • 1+ yr of clinical experience
  • Ability in using computer and Windows PC applications; ability to use Microsoft Word, Excel, and Outlook
  • Possesses empathy and compassion for the aging population and their needs
  • Ability to form positive interpersonal relations in dealing with a wide range of staff as well as external contacts
  • Excellent judgement and decision-making skills
  • Excellent communication skills while interacting with patients, physicians and other staff members
  • Ability to work in a team environment
  • Ability to thrive in fast-paced, changing environment with minimal direction

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.
#LI-TS2

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 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