Director, Guest Services (DGS)

Posting Date

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 engagetheir management experience to identify and act upon opportunities for improvement to Contact Center policies, processes, staff, systems, and environment. Candidates must be able totranslate 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.

Key Performance Metrics that define success as a Director of Admissions:

• Develop a management and operations team to support centralized patient admissions processes.
• Develop, manage, and communicate key performance metrics to leadership teams; problem-solve barriers to timely and effective placement to optimize the admissions process further.
• Successfully identified opportunities and led and implemented fundamental changes across DaVita Guest Services in partnership with peers to improve teammate, team, and village performance.
• 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.
• Refine and develop operational performance metrics and management processes to consistently meet or outperform customer service and growth 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 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.

Required qualifications to be a successful Director of Patient Admissions:

• 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

Here is what you can expect when you join our Village:

• A "community first, company second" culture based on Core Values that 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 to enhance your health, financial well-being, and future.
• Dedication, above all, to caring for patients suffering from chronic kidney failure nationwide.

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.

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.