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GSCC Customer Service Teammate - (Berwyn
- Work at Home Jobs, Work from Home Jobs
Applicant Category: Professional
Requisition Code: Work at Home
Two Initials of Recruiter: WH
System Date: 12/01/2006
System Time: 10:54:38
Document Name(40): GSCC Customer Service Teammate - (Berwyn
Source: Philly.com
SearchTerms: "work at home" "work from home"
URL(80): http://www.careerbuilder.com/JobSeeker/Jobs/JobDetails.aspx?sc=&CiBookMark=1&sd=
GSCC Customer Service Teammate - (Berwyn) - (HE34953-1699-PA) .
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Company: DaVita, Inc. .
Location: US-PA-Berwyn .
Base Pay: N/A .
Employee Type: Full-Time Employee .
Industry: Healthcare - Health Services .
Manages Others: no .
Job Type: Customer Service .
Req'd Education: Not Specified .
Req'd Experience: Not Specified .
Req'd Travel: None .
Relocation Covered: No .
Posted Date: 11/29/2006 .
Contact: Not Available Phone: Not Available .
Email: Not Available Fax: Not Available
Ref ID: RC-Davita34953 .
DESCRIPTION .
DaVita
Job Description
GS Representative, Guest Services Call Center
Department: IT
Reports to: GS Representative, Guest Services
FLSA Status: Non-Exempt (Hourly)
Prepared by: GSCC Manager/PS
Date: 3/15/05
SUMMARY OF BASIC JOB FUNCTION:
Provide Contact Center-based support via phone, email, web for DaVita Patients, Teammates and Non-DaVita Patients, family members and renal professionals as follows;
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.
ESSENTIAL JOB FUNCTIONS:
1. Responds to inbound contacts
2. Acts on data gathered by following established procedures around placements, handling contacts
3. Responds to web-generated inquiries and acts on the data gathered per established procedures
4. Adds data and knowledge to all knowledge databases
5. Thoroughly follows established procedures and follow up mechanisms
6. Liaises with DaVita teammates at other locations to provide customer service excellence
7. Abides by performance metrics
8. A clinical background or personal experience of dialyzing a plus but not essential
9. Ability and willingness to service dialysis placements during various emergencies (ex: hurricanes) which may involve extra paid work.
JOB QUALIFICATIONS:
Ability &willingness to learn about Kidney Disease and related topics
Excellent customer relationship and inter-company network building skills
Superb customer-centered phone manner
Ability to empathize with Guests under stressful circumstances and yet remain operationally effective
Organized multi-tasker with excellent time management and prioritization skills
Attention to accuracy of details and relentless follow-through with a curious and investigative inclination
Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures
Willingness to get set up to work from home at the discretion of management
Ability/willingness to work overtime
Ability to understand and follow GSCC and DaVita employment policies and procedures
Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development
Adhere to HIPAA regulations regarding patient information and patient and medical professional interaction
SUPERVISORY RESPONSIBILITIES:
No
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
High school diploma or general education degree (GED); or
One to three months related experience and/or training; or
Equivalent combination of education and experience.
Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or teammates of organization.
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Other Skills and Abilities:
Ability to meet goals individually and in a teammate environment
Demonstrated aptitude for effective use delegation and coordination skills
Proven ability to motivate and manage self in order to achieve tasks and goals
Demonstrated aptitude to effectively handle teammate interpersonal situations in a mature and positive manner
Ability to effectively collaborate with other functional areas to achieve the overall DaVita Mission
Performance and behavior reflect the Mission and Core Values of DaVita
Exposure Level:
Positions in which no required tasks involve no 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 tissues and the
worker can decline to perform tasks, which involve a perceived risk without retribution.
APPROVALS:
This job description is intended to describe the general nature and level of work assignments. This description is not intended to be an exhaustive list of all responsibilities, duties and skills required of a teammate.
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