Job Description

USRC’s greatest strength in being a leader in the dialysis industry is our ability to recognize and celebrate the differences in our diverse workforce. We strongly believe in recruiting top talent and creating a diverse and inclusive work climate and culture at all levels of our organization.

The VBC Care Coordinator will act as the first point of patient contact for incoming or outbound Kidneylink calls. Schedule calls with our interdisciplinary clinical team and gather and verify demographic information, utilize tools and critical thinking, and route calls as appropriate following standard operating procedures.

Essential Duties and Responsibilities include the following. Other duties and tasks may be assigned.

• Make outbound or receive inbound calls from patients to schedule appointments and/or address program needs.
• Conduct health related patient questionnaries as needed.
• Document all activities for quality and metrics reporting through the member management application.
• May coordinate patient transportation.
• Participate in continuous quality improvement initiatives to ensure department and company goals are met and exceeded.
• Maintain performance and quality standards based on established contact center.
• Actively promotes GUEST customer service standards; develops effective relationships at all levels of the organization.
• Regular and reliable attendance is required for the job.
• Participates in team concepts and promote a team effort; performs duties in accordance with company policies and procedures.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Requirements include:

• High school graduate or equivalent.
• Previous customer service, contact center, healthcare experience (and in some markets- bilingual skills) are preferred.
• Proficient computer skills, including Microsoft Office (Word and Outlook) and ability to learn new systems.

U.S. Renal Care is an Equal Opportunity Employer/Disabled/Veteran.

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