DaVita Customer Service Supervisor in Coppell, Texas

The Supervisor-Customer Experience is responsible for the day-to-day operations of an inbound and outbound call center team. This position needs to be available to cover all call center hours from 7:00 AM to 9:00 PM with rotating Saturdays 7:00 AM to 4:00 PM. This position manages a team of up to twenty five (25) customer service representatives and ensures that all inbound and outbound calls from patients, Village Teammates, and medical prescribers regarding prescription fulfillment are handled accurately, timely, and in accordance with all applicable laws, regulations and company policies.


Position has full supervisory responsibility for recruitment, hiring, retention, performance development, performance management, salary adjustments, and termination of direct reports.


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

  • Meet/exceed metrics and deadlines established for department such as handle time, abandonment rate, average speed to answer, and quality scores

  • Propose and implement creative solutions to daily workflow problems and temporary labor shortages; serve as initial response for problem or process review

  • Assist in the development and implementation of Standard Operating Procedures (SOPs) for all customer service functions

  • Serve as an escalation point for investigation and resolution of non-routine concerns or complaints that go beyond front line teammate capabilities

  • Coordinate with the management team to plan production staffing requirements on a daily, weekly, and quarterly basis

  • Maintain absolute compliance to all applicable regulations; document appropriately

  • Create and maintain positive relationships with the DaVita Rx Pharmacy Operational Directors, Managers and Chief Pharmacists

  • Attend staff meetings, teleconferences, and patient care conferences as needed

  • Perform other duties as deemed necessary by Pharmacy and Operational Management

  • Travel required: up to 5%

The shining star in this role should have:

Teammate Management

  • Provide leadership to direct reports

  • Help direct reports overcome any organizational obstacles encountered during projects

  • Provide direct supervision and work direction for department teammates in a high production environment

  • Determine staffing plans that promote the most effective use of all teammates; ensure coverage during teammate absences

  • Recruit, train, motivate and coach teammates to achieve continuous improvement and operational excellence

  • Assist in the development and maintenance of teammate training, reference and audit tools

  • Know, understand, implement, follow, and communicate to teammates all DaVita employment policies and procedures, awards, and other opportunities within company and foster a positive work environment

  • Ensure all DaVita employment processes are completed timely and in compliance with DaVita policy and any applicable laws including but not limited to ePCNs, Performance Development Reviews, teammate personnel file maintained, etc.

  • Facilitate teammate development (PDRs, coaching, mentoring, DaVita training, outside training); collaborate with direct reports to create professional development goals

  • Maintain familiarity with and communicate to teammates DaVita programs impacting teammates (including but not limited to: Triple Crown)

  • Address teammate relations issues appropriately and escalate to Manager as necessary

  • Understand basic wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment

  • Review and approve time cards of direct reports for bi-weekly payroll

  • Track overtime, attendance, and PTO

Develop and conduct educational programs to keep teammates up-to-date on DaVita policies, new laws and regulations impacting work, and other information necessary to maintain teammates' knowledge of department processes and goals

The DaVita Village Difference

  • Industry-leading patient care with clinical outcomes ranked above the national average.

  • Dynamic leadership grounded in Core Values, Mission and clearly defined goals for you.

  • Diverse, team-driven culture that supports you.

  • Commitment to developing you and the chance to explore multiple career paths.

  • Stability and strong financial results - 10 years of steady revenue growth.

  • Performance-based compensation and rewards for your hard work.

  • A commitment to the greater good: We are a community first, a company second.

To learn more about DaVita Rx, including a video, please click here .

Go to http://careers.davita.com/ to learn more or apply.

To learn more about our Village and the world of dialysis, click here .

Follow us on Facebook and LinkedIn

DaVita is an equal opportunity/affirmative action employer. As such, DaVita makes hiring decisions solely on the basis of qualifications and experience, and without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing and background verification checks.