Supervisor, Guest Services (DGS)

DaVita Guest Services, located in Malvern, PA is looking for an Admissions Operations Supervisor (in an account management style call center) who has a passion for exceptional customer service and the ability to provide top-notch coaching and training to our dedicated customer service teammates.

On-site presence is required 1x week at our office in Malvern, PA

SUPERVISORY RESPONSIBILITIES:

One of the primary roles of the Supervisor is to serve our Teammates who serve our patients by securing timely placements and to drive each placement to a successful result in the most efficient and expeditious manner

The Supervisor collaborates with the Admissions Group Specialists to assist in guiding the performance of their Private Pay patient placements and market nuances, specifically managing each placement request to completion in the most expeditious and efficient manner.

Key Responsibilities:

• Responsible for maintaining overall Admissions team performance measurements on Schedule Conformance, Quality Assurance, Attendance, and other mission critical metrics
• 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.
• Receive email and phone calls that require escalation/investigation beyond the scope of an Admissions Specialist
• Remain positive, motivating and support leadership team at all times
• Adjust workload distribution to account for callouts & work volume spikes. Each morning the Supervisor must review and evaluate their staffing levels. If work volume exceeds what is reasonable for staff to maintain a workable queue, due to such factors as callouts or spikes in work volume, the Supervisor must meet with their Manager at the beginning of their shift to discuss temporary realignment of staff. The Supervisor should meet with Manager to discuss the possible temporary redeployment of staff to another region.
• Foster improved relations, cooperation, communication and collaboration between DaVita Guest Services, external business partners, and patients
• Review prior day metrics report for and with teammates
• Conduct regularly scheduled team huddles, divisional calls and 1 on 1 meetings with each teammate on their team
• Other duties as assigned

QUALIFICATIONS:

• 2-5 years leadership experience, in a corporate setting.
• A proven understanding of technology including workforce management applications, quality monitoring software and phone switch systems preferred.
• The ability to work variable shifts as necessary to cover other supervisor's vacation time and during high volume periods
• Intermediate computer skills in Microsoft Word, Excel, Outlook and PowerPoint.
• Knowledge of medical terminology and third-party payment systems is preferred - holding a clinical license is a plus
• High School Diploma required; Bachelor's degree (B. A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience preferred

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.

Salary/ Wage Range

Compensation 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 https://careers.davita.com/benefits

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This position will be open for a minimum of three days.

Salary/ Wage Range

Compensation 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 https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.