Supervisor, Guest Services (DGS)

at  DaVita

116 Inverness DrSte 280, Englewood, Colorado, 80112, United States of America
DaVita Guest Services, located in Englewood, CO 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.

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

One of the primary roles of the Supervisor is serve our Teammate who serve our patients by securing timely placements and to drive each placement to a successful result in the most efficient and expeditious manner. To accomplish this, it requires a Supervisor to review and monitor the Management of the Patient C.A.R.E. file (Patient request inventory) on a daily basis. Each Supervisor owns their success.

It is the Supervisors responsibility to review the Patient Care File before and after their shift the in their assigned Divisions. 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.

• 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