116 Inverness DrSte 280,Englewood,Colorado,80112,United States of America
On-site presence is required once a week at our office in Englewood, CO,
or Malvern, PA
The DaVita Guest Services (DGS) Supervisor manages, monitors, and
maintains the performance of a contact center-based team that facilitates
services to dialysis patients, teammates, and business partners. The DGS
Supervisor manages training and development of teammates, drives placement
and business growth, and achieves and maintains performance metrics.
Duties & Responsibility include:
Manages and maintains overall team performance measurements, which
includes, but is not limited to: Service Level Agreements, Schedule
Adherence, Attendance, QA, etc.
Supports direct report teammates as well as those teammates who may report to
them indirectly. This support may include, but is not limited to coaching
and development, operational direction, and call escalation assistance.
Assists and supports Inbound Admissions Manager in the day-to-day management
of the DGS Team.
Manages all Payroll and People Services matters related to direct report
teammates and on occasion, those teammates that report to them indirectly.
Manages and maintains documentation of placement requests contained within an
internal CRM.
Monitors, grades, and provides feedback to direct report teammates on
customer generated phone calls via NICE QA Monitoring Application
Monitor daily IB call volume and performance to include Intraday, Agent
Activity, Real Time Adherence, and Schedule Management via NICE IEX WFM.
Responsible for coordinating with recruiting and external agencies for the
hiring and subsequent onboarding of all inbound admissions specialists.
Coordinate with Training Staff the transition of newly hired Admissions
Specialists to the call floor. Ensure that adequate training in all areas of
DGS is provided.
Other duties and responsibilities as assigned.
Experienced needed:
Proficiency in Microsoft Office applications and proficient computer skills
Ability to understand and apply all Work Force Management (WFM)
concepts, guidelines, and goals.
Organized and an ability to multi-task with excellent time management and
prioritization skills.
Bachelor's Degree. Equivalent years of work experience and education may be
considered in lieu of degree.
Ability to empathize with patients, patient's family members,
caregivers, customers, and teammates under stressful circumstances and
remain focused on business goal
Strong written and verbal communication skills required. Other qualifications
include strong customer service skills, troubleshooting, and
problem-solving skills.
Ability to manage and drive all Performance and Quality Assurance standards
daily/weekly/monthly.
Understand and follow the DaVita teammate handbook and safety and security
policy and procedures.
Adheres to all HIPAA regulations regarding patient information to always
assure confidentiality of patient health information (PHI).
Ability to work non-traditional and/or expanded hours on occasion to serve
patients and teammates during both emergency and non-emergency events as
needed
Here is what you can expect when you join our Village:
* A "community first, company second" culture based on Core Values that
really matter.
* Clinical outcomes consistently ranked above the national average.
* Award-winning education and training across multiple career paths to help
you reach your potential.
* Performance-based rewards based on stellar individual and team
contributions.
* A comprehensive benefits package designed to enhance your health, your
financial well-being and your future.
* Dedication, above all, to caring for patients suffering from chronic
kidney failure across the nation.
Join us as we pursue our vision "To Build the Greatest Healthcare Community
the World has Ever Seen."
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn m re or apply.
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-RH1
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
characte