Supervisor, Guest Services (DGS)

The Supervisor manages, monitors, and maintains the performance of a contact center-based team that facilitates services to dialysis patients, teammates, and business partners. The DGS Supervisor manages training and development of teammates, drives placement and business growth, and achieves and maintains performance metrics. Reports to DGS Manager. 

ESSENTIAL DUTIES & RESPONSIBILITIES 

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive. 

• Manages and maintains overall team performance, which includes, but is not limited to, Service Level Agreements, Placement Rates, Adherence/Conformance Rates, Quality Assurance, etc.  

• Coaches, develops, and supports the teammates who report to them. 

• Manages all Payroll and People Services matters as it relates to the teammates who report to them. 

• Assists and supports DGS Manager in the day-to-day operational management of the DGS Team. 

• Assists, supports, and guides frontline teammates with operational questions and escalations. 

• Manages and maintains placements for visitor and/or permanent patients contained within an internal CRM and spreadsheet. 

• Is able to work non-traditional and/or expanded hours from 6AM to midnight to serve patients and teammates during both emergency and non-emergency events as needed. 

• Adheres to all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI) at all times. 

• Other duties as assigned.  

MINIMUM QUALIFICATIONS 

Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required. 

• Bachelor’s degree required. Equivalent years of work experience may be considered in lieu of degree.  

• Strong written and verbal communication skills required. Other qualifications include strong customer service skills, troubleshooting, and problem solving skills.    

• Intermediate computer skills and proficiency in MS Office including Word, PowerPoint, Excel, and Outlook.  

• 10% travel required