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. Essential Duties & 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 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. What We’ll Provide: More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings. 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. 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 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 comply with state and federal affirmative action requirements. 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. This position will be open for a minimum of three days. The Salary Range for the role is $78,000.00 - $119,000.00 per year. For location-specific minimum wage details, see the following link: DaVita.jobs/WageRates Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. 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. DaVita (NYSE: DVA) is a comprehensive kidney care provider focused on transforming care to improve the quality of life for patients globally. The company is a leading provider of kidney care services in the U.S. and has been a leader in clinical quality and innovation for more than 20 years. DaVita is working to help increase equitable access to care for patients at every stage and setting along their kidney health journey—from slowing progression of kidney disease to streamlining the transplant process, from acute hospital care to dialysis at home. As of March 31, 2022, DaVita served 200,800 patients at 2,809 outpatient dialysis centers in the U.S. The company operated an additional 346 outpatient dialysis centers in 11 other countries worldwide. DaVita has reduced hospitalizations, improved mortality and worked collaboratively to help propel the kidney care community to adopt an equitable, high-quality standard of care for patients around the globe. To learn more about what it means to be a part of our Village, visit Careers.DaVita.com. DaVita is an equal opportunity employer- Male/Female/Veterans/Disabled. To learn more about what this means click here. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

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