About the role
Posting Date
02/25/20262476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of AmericaGENERAL PURPOSE OF THE JOB:
The primary function of the Lead Position is to assist DaVita Guest Services Core Team Supervisors in the day-to-day management of the DGS Team per DaVita’s Mission and Core Values. In addition, to provide Contact Center-based support via phone, email, fax, and web to facilitate the provision of services for those Guests who choose DaVita visiting or permanent dialysis; Provide information about DaVita’s services and educational materials; contribute process improvement to the team; Live the DaVita way of Team. The position provides information about DaVita’s services to DaVita Patients, teammates, non-DaVita guests, family members, and renal professionals. The position supports the community in an emergency, making emergency dialysis placements and calling patients and teammates during emergencies to ensure all are accounted for and safe. The position seeks patient and business partner feedback via telephone and e-mail surveys. Position contributes process improvement ideas to the team.
On-site presence is required 1x month at our office in Malvern, PA. Onsite presence may increase during hiring sessions/new hire orientation
Hours: 11:00AM-7:30 PM EST
Patient concierge experience is highly required
SUPERVISORY RESPONSIBILITIES: YES
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.
Support the Supervisor in his/her daily duties as needed, in addition to offering coaching and development support to teammates
Support the frontline teammates with the operational process
Assist the supervisor and training staff with new hire training, including side-by-side training, etc.
Receive email and phone calls that require escalation/investigation beyond the scope of a Frontline Teammate
Ensure that adequate training in all areas is provided. This includes compliance of DaVita policies and procedures and compliance with Federal / State regulations and guidelines
Understand and follow the DaVita teammate handbook and safety and security policy and procedures
Report to the Supervisor any policy violation or teammate relations issues as applicable
Remain positive and always support the leadership team
Monitor, address, and follow all Contact Center & Teammate Guidelines
Exercise initiative appropriately and assist while teammates are out
Identify individual and team challenges and propose a solution
Identify and communicate achievements & success of team and teammates
Help review, manage, and prioritize Patient Care File with Supervisor
Continually review best practices, efficiency, and areas of growth
Demonstrate performance and behavior that reflect the Mission and Core Values of DaVita
Foster improved relations, cooperation, communication, and collaboration between DaVita Guest Services, internal/external business partners and patients
Assisting in monitoring, achieving, and exceeding the metrics and stretch goals set for the department
Act in the stead of the supervisor when the supervisor is out of the office as directed
Assist in supervising the team to ensure that both internal and external customers and the overall
strategic imperatives are supported
Assist in overseeing all patient information and records to ensure all documentation is established and maintained under HIPAA regulations.
Work on continual development of individual skills and behaviors that promote the DaVita Way of Team and management and the Core Values
Possible light travel
Other duties as assigned
MINIMUM QUALIFICATIONS
Education, licenses, certifications, and experience are required to fulfill essential duties, including computer skills.
High School diploma, some college preferred.
Minimum 6 months to one year related experience
Basic computer skills and proficiency in Microsoft Excel
Intermediate computer skills and proficiency in Microsoft Word and Outlook
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