Integrated Care Supervisor, National IKC

Posting Date

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.

DUTIES & 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

QUALIFICATIONS:

• High School Diploma

• Bachelor's Degree preferred

• 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.

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.

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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.