Project Manager - Patient Experience
About The Position
The Patient Marketing and Communications team is the voice of the patient within Mercury (DaVita's internal Marketing and Communications department). We work across Mercury and the broader DaVita organization (the Village) to better understand the patient experience and drive changes that improve care quality and achieve organizational goals. Our team integrates patient perspectives into strategic decisions so patients feel safe, cared for, and respected. The Mercury Manager supports this goal by overseeing daily operations of our Integrated Kidney Care (IKC) customer experience SaaS product expansion, taking full ownership of its execution. This role is responsible for expanding the platform's reach across key customer moments and delivering actionable insights to stakeholders. This person will build strong cross-functional partnerships to ensure the platform's continuous improvement, growth, and utilization. This role requires delivering on complex project goals in a fast-paced, collaborative environment. Success requires deep functional expertise, strong organization, effective prioritization, and consistent stakeholder communication.
Requirements
- Bachelor's degree required
- 3-5 years of relevant experience
- Experience within the SaaS industry or customer experience management preferred but not required
Responsibilities
- Manage the day-to-day operations, maintenance, and improvement of the patient experience platform tailored for the IKC patient population.
- Make well-reasoned recommendations to keep work moving forward, assisting the Patient Experience team to develop and deploy enhancements, including but not limited to: Refined user dashboards and reporting tools, Expansions to new IKC populations or users, Additional survey moments or questions, Integrations with other platforms and tools.
- Manage projects and processes, delivering against project goals rather than just task-based assignments.
- Prioritize and delegate work effectively, holding yourself and others accountable for the accuracy, quality, and timeliness of outcomes.
- Consistently and effectively communicate project progress and results with stakeholders, establishing next steps to improve outcomes.
- Garner insights from objective and subjective qualitative and quantitative data sources.
- Demonstrate strong analytical capabilities to generate and demonstrate action plans that turn insights into improved outcomes.
- Recommend solutions to conflicts or roadblocks on your own workstream, acting as a subject matter expert with a proven track record in your area.
- Build strong partnerships across peer groups and cross-functionally to gather feedback, understand pain points, and identify opportunities for improvement.
- Facilitate regular meetings and discussions with stakeholders to gather requirements and insights on platform usage and performance.
- Support problem-solving sessions with internal teams to recommend solutions to conflicts or roadblocks.
- Oversee and support user trainings ahead of enhancements and expansions to the system.
- Communicate in a clear, concise, and professional manner, presenting confidently to stakeholders and leaders.
- Influence peers and collaborate with leaders in your lane to drive results; delegate work and hold others accountable.
- Model DaVita core values and belonging behaviors in your work and on your team, investing in team and Village programming.
- Hold yourself accountable for your behaviors, building strong relationships within the team based on trust and respect.
- Engage in continuous learning to develop new skills, driving your own development and fostering a growth mindset.
Benefits
- Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
