Customer Support Clinical Liaison - Ft. Lauderdale (Palms South)

Job Title: Customer Support Clinical Liaison

Exemption: Exempt

Summary:
The Customer Support Clinical Liaison will serve on the Customer Support team as the point of contact for clinicians, physicians and laboratory field operations team addressing escalated inquiries that are technical in nature and require a higher level of clinical and technical expertise.

Utilizing their knowledge of technical clinical laboratory operations and processes, the Customer Support Clinical Liaison will serve as the Customer Support department trainer and process improvement lead. The candidate will be accountable for implementing the department training curriculum and oversee the ongoing education of Customer Support teammates. Utilizing Remedy and Automated Call Distribution reports, the candidate will partner with the department Director and Manager to implement processes and metrics geared towards continuous improvements in service delivery and the alignment of the two Customer Support departments.

The Customer Support Clinical Liaison will serve as the link between laboratory operations and Customer Support / Education ensuring quick / thorough resolution to customer inquiries and identification of opportunities to develop the necessary customer education tools and communication. Qualifications:

Laboratory Medical Technologist, Nephrology Nurse, or equivalent experience in dialysis and or clinical laboratory services.

Knowledge of laboratory compliance and regulatory guidelines

Prior customer service and training experience preferred

Prior experience at call desk operations preferred
Essential Job Functions:

Serve on the Customer Support team addressing escalated technical and clinical inquiries

Serve as the liaison for Outreach Field Service operations

Serve as the key contact for clinicians and physicians

Serve as the Customer Support department trainer, maintain and updating department training curriculum.

Schedule monthly department in-service with the goal of impacting departmental first contact resolution.

Serve as the lead on departmental process improvement objectives

Work with assigned project team to develop departmental knowledgebase.

Quick study on new software programs: learn to operate and train new software

Serve as the laboratory Operations Team liaison to identify education and communication opportunities.

Highly skilled in Microsoft Projects, MS suite (Word, Power Point and Excel)

Able to maintain state-of-the-art computer skills.
DaVita Profile: DaVita Inc. is the largest provider of dialysis services in the United States for patients suffering from chronic kidney failure, also known as end stage renal disease, or ESRD. We currently operate or provide administrative services to approximately 1200-outpatient dialysis centers located in 41 states and the District of Columbia, serving approximately 94,500 patients.

All this makes us the largest independent provider of dialysis services in the United States. Though we're proud of this standing, we have set our sights on a higher goal. We want to be the greatest dialysis company the world has ever seen. And we're accomplishing this through a shared commitment to our mission and values.

EEO Statement: We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. For more information about DaVita visit our website