Director, Guest Services (DGS)

DaVita Kidney Care

85d

About The Position

Over the last decade, we set out to be the world's most excellent dialysis company, and over the next decade, we're poised to build the most significant healthcare community the world has ever seen. When you join the DaVita Village, you're joining a winning team. Through our commitment to training, growth, and quality, we consistently achieve superior clinical outcomes while allowing teammates to excel in an award-winning environment that enables them to thrive professionally and personally. DaVita is currently seeking an engaging, results-oriented leader as the Director of Admissions to join our Guest Services Team. This Director will manage Patient Admissions operations for a large geographic region in the United States, reporting to the Vice President of Guest Services. This is a remote role and the teammate can be based anywhere in the United States with a travel requirement of up to 20%. Qualified candidates must have extensive leadership experience in process improvement and the ability to identify and capture opportunities to drive growth quickly, as well as hire and develop management teammates to maintain daily operations. As the Director of Admissions, this leader must establish partnerships with other corporate teams, field leaders, physicians, and clinical operations teams to ensure timely and efficient placement of new patient admissions. This position will communicate and interface with cross-functional Regional, Divisional, and Corporate teams on operational issues and concerns. This decisive operational leader will engage their 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 into actionable information to meet established goals and expectations. This leader also requires project management and large-scale technology and process change experience to drive broad, national improvements in partner experience.

Requirements

• 5+ years’ experience in people management.
• Healthcare industry experience a plus.
• Bachelor’s degree required, Master's Degree preferred.
• 20% travel requirement for offsite meetings and trainings.

Responsibilities

• 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 high 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 Patient Admissions customer service level and customer satisfaction goals.
• Identify, analyze, and resolve various 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 the 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 individuals.

Benefits

• 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: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees