DaVita Careers

Manager, Customer Service Call Center

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Position Description

This position manages all aspects of the call center and is responsible for delivering high standards of service to our customers by making the most effective and efficient use of call-center staff and technology resources. The Call Center Manager will use a range of measurements to monitor, analyze and strategize improvements to call center performance. . This position participates in budget responsibilities and has budget accountability.  
Position has full supervisory responsibility for recruitment, hiring, retention, performance development, performance management, teammate relations, salary adjustments, and termination of direct reports.
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all inclusive.
Manage call center day-to-day work, assignments, training, and service issue resolution; ensure metrics and service standards are met for optimum customer experience
Identify, create, monitor, and maintain key performance indicators including but not limited to teammate productivity, quality audits, and departmental service level agreements
Provide consistent, visible, timely, and effective communication to team on team goals and objectives and progress toward those goals
Evaluate call center processes and procedures; suggest and implement methods to minimize labor costs and to improve operations, efficiency, and service to internal and external customers
Oversee patient information and records to ensure that all documentation is created and maintained in accordance with HIPAA regulations and to ensure the accurate service is provided
Assist in the development and implementation of Standard Operating Procedures (SOPs) for all call center functions
Participate in requirements gathering and implementation of new IT applications; ensure appropriate relevance of applications or tools to call center purpose and teammates 
Participate in all daily, weekly, and periodic work/management meetings with peers and senior operations leadership
Review performance metrics with senior operations and DaVita Rx leadership on an as-needed basis
Manage departmental labor budget and miscellaneous expenses
Maintain current knowledge of call center operations issues and trends through education, seminars, and research
Other duties and responsibilities as assigned
Travel required: up to 15%, varying by month based on business needs

Teammate Management 
Provide leadership to direct reports
Help direct reports overcome any organizational obstacles encountered
Manage all teammate employment activity such as hiring, promoting, job performance, evaluations, and disciplinary actions with appropriate approvals as required
Address teammate relations issues appropriately and escalate as necessary
Know, understand, implement, follow, and communicate to teammates all DaVita employment policies and procedures, awards, and other opportunities within company; develop and foster a positive, fulfilling work environment; enable teammates to excel in their assigned roles
Ensure all DaVita employment processes are completed timely and in compliance with DaVita policy and any applicable laws
Timely administration of teammate feedback and development mechanisms  (PDRs, coaching, mentoring, DaVita training, outside training); collaborate with direct reports to create professional development goals
Maintain familiarity with and communicate to teammates DaVita programs impacting teammates (including but not limited to: Triple Crown, We Are Here, Tuition Reimbursement, Foundations, etc.)
Provide work direction for department teammates
Determine staffing plans that promote the most effective use of all teammates; ensure coverage during teammate absences
Know and understand basic wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment
Review and approve time cards of hourly direct reports for bi-weekly payroll
Track overtime, attendance, and PTO
Develop and conduct educational programs to keep teammates up-to-date on DaVita policies, new laws and regulations impacting work, and other information necessary to maintain teammates' knowledge of department processes and goals
Know, understand, follow, and implement DaVita safety and security policies and procedures
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.    


Commitment to and role model of DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors (Village Service Partners) in everyday performance and interactions
Strong understanding of business process with the ability to translate business requirements into technical requirements and deliver requested output timely and accurately
Ability to maximize resources to accomplish key metrics
Demonstrated ability to understand key financial, clinical, and operational drivers  affecting business
Willingness and desire to create a team learning environment and to foster a positive, fulfilling work environment
Demonstrated ability to balance department efficiency and patient service excellence
Willingness to assist teammates in order to achieve departmental goals
Demonstrated strengths in teambuilding and leadership skills
Supervisory experience or demonstrated willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance
Demonstrated ability to lead and motivate teammates with confidence in work processes and goals
Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively
Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at various levels across the company and customers
Demonstrated ability to work well with cross-functional groups
Approachable and open
Demonstrated ability to communicate difficult or sensitive information tactfully
Ability to manage multiple priorities in a fast-paced, evolving work environment; self-starter with high degree of initiative, urgency, and follow through
Ability to handle stressful situations calmly and professionally with sound judgment
Demonstrated commitment to ongoing personal and professional development
Strong analytical skills with the ability to seek out underlying assumptions through probing, questioning, and listening
Demonstrated commitment to superior and proactive customer service
Demonstrated ability to work effectively at both detail and big-picture levels and to drive projects forward
Demonstrated strengths in organizational skills, attention-to-detail, follow-through, analytical, reasoning, critical thinking, and problem-solving skills
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. 
To learn more about our Village and the world of dialysis, click here.

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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. <?xml:namespace prefix = "o" />


We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.

Position Summary

  • Job Title: Manager, Customer Service Call Center
  • Job Function: Other - Corporate Office
  • Location: Malvern, Pennsylvania