DaVita Guest Services
is recruiting for an engaging, results-oriented leader to support our nationwide
Guest Services team, reporting to the Sr. Director of Guest Services.
must have extensive experience in process improvement, leading a customer
service organization, and developing management teammates to drive daily
operations, including capabilities related to Service Level Management, Quality
Assurance, Workforce Management, Call Analytics, and Strategic Planning . This
leader must establish partnerships with other corporate teams, field leaders,
physicians and clinical operations teams to ensure timely and efficient patient
placements and support critical patient programs. This position will
communicate and interface with cross-functional teams at the Regional,
Divisional and Corporate levels on operational issues and concerns.
operational leader will engage his or her management experience to
identify and act upon opportunities for improvement to Guest Services policies,
processes, staff, systems, and environment. Candidates must be able
to translate metrics into actionable information to meet established goals
and expectations. Knowledge of call center technology and Customer
Relationship Management tools, including Siebel, Avaya, Cisco, and NICE IEX Workforce
- Lead a team of 100 teammates
to support DaVita initiatives and 75,000 annual visitor patient treatments
- Develop and execute customer
service strategy to ensure satisfaction of external partners
- Refine and develop
operational performance metrics and management processes to consistently
meet or outperform customer service and growth goals.
- Manage Training and
Development leaders and team to deliver high performance and continuous
improvement across multiple locations and more than 200 teammates
- Manage Quality Assurance
process across dedicated team and operations lanes to ensure customer
service and regulatory compliance
- Support Workforce Management
initiatives and technology
- Incorporate and live the
DaVita Core Values of Service Excellence, Integrity, Team, Continuous
Improvement, Accountability, Fulfillment and Fun in creating and managing
this dynamic operational department
Job Duties and
- Partner with the operational
leadership team to develop and execute strategic business plans,
operational goals, and performance metrics that drive growth and productivity
and ensure a high level of customer service and satisfaction.
- Develop and retain a team of
managers, providing coaching and developmental opportunities that
continuously build and expand both individual and team capabilities
- Drive continuous operating
improvements and quality performance of operating metrics such as quality,
productivity, staffing, training, attrition and costs.
- Manage achievement of Guest
Services customer service level and customer satisfaction goals.
- Identify, analyze and
resolve a wide range of technical, process, and operational issues
providing quick and decisive solutions.
- Lead innovation initiatives
to define future processes for world-class patient placement
- Encourage collaboration and
support of cross-functional business initiatives to ensure quick
resolution of business issues.
- Champion development of
leadership competencies that drive individual and team goals.
- Maximize employee
satisfaction, development, and performance through goal setting and
performance management practices.
- Foster the DaVita Way of
culture that encourages teammate contribution, respect, and support of all
types of individuals.
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
- Dedication, above all, to
caring for patients suffering from chronic kidney failure across the
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.
WARNING: Job Recruitment Scam Notice
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recruitment scam in which third parties are fraudulently representing
themselves as recruiters of our company. These scammers are posting fake
DaVita job openings and communicating with job candidates in an effort to
obtain personal information and money. Please follow link to learn more
about this scam.
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 age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.
DaVita will consider qualified applicants who have criminal histories in a manner consistent with the law.