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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 more 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.
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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 characteristic.
Applications are accepted on an ongoing basis.
Salary/ Wage Range
$54,000.00-$90,000.00 / yearCompensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at
DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.