Integrated Care Supervisor, National IKC

DaVita • Deland, FL

4d • Onsite

About The Position

The Integrated Care Supervisor role will be responsible for coaching our Integrated Care Assistant team to deliver exceptional customer service. The Integrated Care supervisor will build a strong team and shape staff behaviors to accomplish desired results. The Integrated Care Supervisor will play a collaborative role in growing and implementing standards and processes. This role will maintain documentation such as correspondence and operational records and communicate with members to resolve escalated issues. To ensure success you need to employ prudence and tact in interacting with others and be focused on staff retention. The Integrated Care Supervisor will also be responsible for evaluating and coaching TMs to meet the established targets which is crucial to the success of the team and to the IKC Programs. Team and Individual performance goals are measured in several ways such as Telephone Service Levels and Abandoned call rates as well as Individual Phone Adherence and Individual TM Audit Quality standards etc. The Supervisor will be responsible for creating reporting visibility and analyzing data to streamline the process and enhance team performance/productivity. The Integrated Care Supervisor may be required to make outbound calls to patients, on behalf of DaVita IKC and our clients, with the goal of handling/deescalating calls from our members/payors or clinics. Success in this role involves ensuring that the patient experience is exceptional and tailoring the value proposition to their individual needs. The Customer Service Supervisor role will also be responsible for other administrative responsibilities such as Mailroom processing-member reminder calls-PT Consent uploads and Data collection as well as to lead special projects and serving as a subject matter expert for the Village. Lives DaVita core values, serves as a model for teammates.

Requirements

• High School Diploma
• Minimum 2 years supervisory experience, leading a team
• Excellent communication and interpersonal skills
• Intermediate computer skills and proficiency in MS Word, Excel, PowerPoint, and Outlook
• Call Center Experience Required
• Ability to handle & maintain confidential information and/or issues, using sound discretion and judgement.

Nice To Haves

• Bachelor's Degree preferred

Responsibilities

• Provide day-to-day supervision to a group of teammates
• Data driven leader with the ability to review performance data to prioritize, evaluate, and manage workflow
• Ability to create score card to tracks individual and teams progress to established goals
• Provide work direction based on KPI’s
• Provide telephonic audit reviews/coaching regularly
• Strategize and collaborate with other lanes to maximize team’s productivity
• Conduct formal and ad hoc training
• Provide leadership to direct reports and department
• Develop and foster a positive, fulfilling work environment
• Manage all teammate employment activity such as hiring, promoting, job performance, and disciplinary actions with appropriate approvals as required
• Address teammate relations issues appropriately, and in a timely manner
• Facilitates teammate development (PDRs, coaching, mentoring, training); collaborates with direct reports to create professional development goals
• Knows, understands, and follows teammate guidelines, employment policies, and department or company procedures
• Knows and understands basic wage & hour laws, federal, state, and local laws and regulations
• Review and approve time for non-exempt direct reports
• Track overtime, attendance, and PTO

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED