What are the responsibilities and job description for the Customer Care Specialist position at Dialysis Care Center?
PURPOSE AND SCOPE:
Supports the mission, core values, and customer service of Dialysis Care Center (DCC)/Home Dialysis Services LLC (HOS).
Adheres to the Home Dialysis Services Policies and Procedures and Compliance Program including all state and federal regulatory requirements.
This position maintains accountability within the Inventory Department for ordering all supplies for patient care. They calculate the need and order office supplies for each clinic/location, Oversees and forecasts deliveries of equipment and materials monthly. Tasks within inventory scope will be carried out by Supervisor.
PRIMARY DUTIES / ACTIVITIES:
- Responsible for reaching out to all Home Hemodialysis patients weekly
- Responsible for patient care technician scheduling.
- Contacts patients when scheduling and/or for inventory needs
- Participate in individual & group projects as directed by management.
- Responsible for patient care surveys
- May be assigned special projects as needed.
- Serve as point of contact for patients supplies and placing orders
- Directs all medical questions to nurses via email.
- Other duties, as assigned by manager.
CUSTOMER SERVICE:
Responsible for supporting the values and customer service standards of HOS.- Accountable for outstanding customer service to all staff, clients and vendors
- Develops and maintains effective relationships through effective and timely communication.
- Initiates action to respond, resolve and follow up regarding customer service issues with all
customers promptly.
- Responsible for reporting all findings to the proper department
- Must maintain professional behavior always
EXPERIENCE:
- Must be PC proficient and able to thrive in a fast-paced setting; experience in Microsoft Office
Suite: Outlook, Word and Excel a must:
- Good presentation & communication skills
- Must be productive & resourceful with the ability to meet deadlines.
OTHER QUALIFICATIONS
Must be a self-starter who can work independently yet function in a highly collaborative, fast-paced team environment- Ability to multi-task, work under pressure, and meet deadlines effectively
- Excellent written and oral communication skills
- Strong data entry, organizational and interpersonal skills
- High integrity, team player with patient service focus and flexibility
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Day-to-day work includes desk and personal computer work and interaction with prospective and current clients. The position requires travel between assigned facilities and various locations. Travel to scheduled staff meetings may be required.
The work environment is characteristic of a health care facility with air temperature control and moderate noise levels. The work environment is also characteristic of a dialysis center or a patient's home and as such the employee may be exposed to infectious and contagious diseases/ materials.
