| Job Description: |
DaVita is recruiting for a dynamic and engaging senior leader to manage our multi-site call center operations, reporting to the Vice President of Information Technology (IT). DaVita is expanding our current Guest Services Contact Center of over 50 teammates to 200 teammates by the end of 2012. This centralized admissions team (Express Admissions) will be responsible for placing over 50,000 new patients a year in one of our 1,600 dialysis centers across the United States. Current Guest Services Contact Center operations are located in Berwyn, Pennsylvania. A 2nd location will open in Denver, Colorado by the end of 2011. Several satellite contact centers will function within the operational structure. Qualified candidates must have extensive leadership experience in process design and improvement, as well as developing, recruiting and hiring management teammates to maintain daily operations, including those related to Quality Assurance, Performance Management, Call Analytics, and Service Level Management. This senior leader must establish partnerships with executive field leaders, physicians and clinical operations teams to ensure timely and efficient placement of new patient admissions. Excellent communication, analytical and services excellence skill sets are vital to succeed in this highly visible leadership role. This position will communicate and interface with cross-functional teams at the Regional, Divisional and Corporate levels on operational issues and concerns. This decisive operational leader will engage his or her management experience to identify and act upon opportunities for improvement to Contact Center policies, processes, staff, systems, and environment. Candidates must be able to translate metrics and quality assurance reports into actionable information for the staff and department in order to meet established goals and expectations. Knowledge of call center technology and Customer Relationship Management tools including,Siebel, Avaya and Workforce Management, preferred. Key Performance Metrics: - Build a management and operations team to support a centralized patient admissions process across multiple locations.
- Develop, manage and communicate key performance metrics to leadership teams; problem solve barriers to timely and effective placement to further optimize the admissions process.
- Create effective relationships with cross-functional teams to support the program implementation, including Information Technology (IT), Revenue Operations (ROPs), Insurance Management (IMT), Physician Leadership (OCMO), Divisional Vice Presidents, Regional Operations Directors and Facility Administrators.
- Develop operational performance metrics for each Contact Center and create management processes to consistently meet or outperform established goals.
- Incorporate and live the DaVita Core Values of Service Excellence, Integrity, Continuous Improvement, Accountability, Fulfillment and Fun in creating and managing this dynamic operational department.
Job Duties and Expectations: - Partner with the operational leadership team to develop and execute strategic business plans, operational goals, and performance metrics that drive productivity and ensure a high level of customer service and satisfaction.
- Communicate and drives all service excellence performance objectives to ensure achievement of department and corporate goals.
- 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 site operating metrics such as quality, productivity, staffing, training, attrition and costs.
- Manage achievement of Express Admissions/Guest Contact Services Center service level goals.
- Identify, analyze and resolve a wide range of technical, process, and operational issues providing quick and decisive solutions.
- 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.
- Provide expert knowledge of workforce forecasting and planning to ensure necessary staffing levels to support customer demand.
- Drive recruitment, selection, and retention of highly qualified internal and external candidates.
- Partner with leadership teams in providing effective communication, training, tools, and support that maximizes organizational and employee effectiveness.
- 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 your future.
- Dedication, above all, to caring for patients suffering from chronic kidney failure across the nation.
- Bachelor's degree from a four-year college or university.
- Five plus years related experience managing a call center team of at least 200 individuals in multi-site locations.
- Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.
- Proven experience in process development and improvement; Six-sigma certification a plus.
- Strong understanding of contact center financials.
- Call center turnaround experience a plus.
- Experience managing multiple clients/lines of business a plus.
- Strong computerskills also required.
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. DaVita: Bringing Quality to Life DaVita is proud to be an EEO/AA employer M/F/D/V.
We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks. 
|
