Patient Engagement Program Manager (Clinical Transformation)

DaVita Kidney Care

1d • $78,000 - $119,000 • Onsite

About The Position

This Patient Engagement Program Manager will support DaVita’s efforts to increase patient engagement among our Integrated Kidney Care patient population, which includes patients across the kidney care continuum including CKD, ESKD and transplant patients. Our team is focused on finding innovative ways to increase our ability to connect with, provide value for, and retain patients, with the belief that sustained patient engagement will lead to improved outcomes and a reduction in total cost of care. We often operate in white spaces and require acting as an “owner” to bring projects from idea to execution, proactively problem solve, or double down on adoption of best practices to support a positive patient experience. This Manager role will lead Initial Engagement efforts, including: Serving as the role lead for the Engagement Specialists (ES), including defining expectations, creating training materials, driving reporting & technology needs for the ES workflows, and equipping Supervisors to track & address performance, among other workstreams that enable these teammates to excel in their role. Owning processes for patient onboarding & reattempting unengaged patients, including how to provide a warm welcome, collect consents, understand to patient concerns, and attempt service recovery. This role will become a subject matter expert in consent requirements. This role will also test workflows & tools to refine the best process for reattempting unengaged patients. Overseeing management process to drive engagement rate, including close collaboration with the reporting team & operators, investigation into data trends & outliers, and presentation development for senior leadership. This role requires a minimum of 5 years of work experience in consulting, analytics, project management, or strategy role, preferably in the healthcare space. This candidate should have experiencing managing direct reports. Fewer than 5 years will be considered if applicant has DaVita experience.

Requirements

• Bachelor's degree required
• 5+ years of work experience in consulting, project management, or a corporate strategy role preferred
• Demonstrated experience and/or interest in healthcare delivery and patient experience
• Strong analytical and presentation skills required (effective use of PPT & Excel tested during interview process)
• Work references required
• Colorado residency required (ability to commute to work Tuesday, Wednesday, & Thursday)

Responsibilities

• Define & measure success for the Engagement Specialist role and onboarding processes, identifying gaps, aligning stakeholders around high impact options, and matching resources to execute on solutions.
• Translate learnings from the field into strategic recommendations for optimizing current processes and/or driving improved performance
• Support the development, piloting, and deployments of process improvements and innovative programs by driving work lanes independently
• Build & refine management process for Engagement rate & Engagement Specialists’ scope, including hypothesizing impact areas, driving data investigation & analysis, and reporting findings on a consistent cadence.
• Lead an analyst teammate in thinking critically about assumptions, linking data sources, and effectively using formulas and pivot tables to provide recommendations
• Independently problem solve across groups, including an ability to articulate the problem and align stakeholders around a solution
• Oversee the creation of practical and effective resources for care teams to drive engagement processes & best practices
• Lean into TEAM, both within our group and others, to foster a collaborative, productive culture
• Manage a queue of high visibility projects with tight deadlines and cross-functional teams
• Demonstrate self-motivation, responsiveness, and a continuous improvement mindset
• Prepare executive communications on engagement rate & other key metric performance
• Present to large groups & senior leaders, catering materials to audience & key meeting objectives
• Demonstrate ability to distill complex topics into digestible, action-oriented communications
• Communicate effectively in verbal and written formats, including brevity, clarity, and appropriate tone

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees