Manager, Guest Services (DGS)

DaVita Kidney Care

1d • $78,000 - $119,000

About The Position

At DaVita, we find that our best leaders are those who create an inspiring vision for the future and empowers their team to achieve success. They have always enjoyed tackling difficult problems and believe that the best way to solve them is through collaborative, team efforts. They take ownership of results and instill accountability in those they lead. They are driven, strong communicators, relationship builders, and find real fulfillment in challenging work.

Requirements

• Bachelor’s degree required
• 2-4 yrs. experience managing a team in a fast-paced and dynamic atmosphere; customer facing roles
• Analytical Skills: Computer proficiency with strong skills in Microsoft Office including Word, PowerPoint, Excel and Outlook
• Communication Skills: Strong written and verbal communication skills required. Ability to develop and deliver analysis and updates to RODs/DVPs and internal business partners across mediums including in person meetings, email, phone and WebEx.
• High energy and ability to work in a very fast-paced, team-oriented environment
• Strong customer service, troubleshooting and problem-solving skills
• Personal values in line with DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment & Fun
• Motivated self-starter; able to take on project with limited guidance and deliver results

Responsibilities

• Responsible for successfully maintaining overall performance metrics including but not limited to: Service Level Agreements, Cycle Time, placement rates and other KPIs.
• TM adherence to process and service levels are key contributors to ensuring placement and generating $31M/TM in revenue each year ($620M per Manager)
• Responsible for the coaching, development and successful growth of the Supervisors that report to them, responsible for the overall operations of placement requests within their area of responsibility
• Manage and increase the effectiveness and efficiency of the Guest Services team through improvements to each function as well as coordination and communication between support and business functions (ROPs, IMT, Field operators)
• Improve the operational systems, processes and policies in alignment with the organization’s mission -- specifically, support better management reporting, information flow and management, streamline business processes and continually review organizational structure to ensure timely and efficient results
• Cultivate and maintain effective partnerships with ROD/DVP levels; able to identify and effectively present any areas of opportunity or excellence to key stakeholders in order to achieve growth goals and drive continuous improvement
• Project manage key initiatives and deliverables for the broader DGS team; including research, developing processes, ensuring agreement, training and communication across lanes
• Other duties and responsibilities as assigned

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager