Revenue Operations Manager
DaVita Kidney Care
Summary
DaVita is hiring a Revenue Operations Manager for the Patient Resources team within Revenue Operations (ROPS). This leader is responsible for building and leading a new operational capability focused on resolving patient-related revenue opportunities and enabling patients to take the actions necessary to support accurate and timely insurance reimbursement. This role will own the development and ongoing performance of an end-to-end operating model that includes specialist-led account resolution, account segmentation and routing, digital patient engagement, direct patient outreach, and escalation.
Job description
Essential Duties and Responsibilities
Build & Drive Operational Results
- Design, implement, and continuously improve scalable operational workflows, including processes, work queues, routing and prioritization logic, SLAs, controls, escalation pathways, and standard work.
- Establish team priorities, goals, and success metrics aligned to broader organizational and revenue objectives.
- Build daily, weekly, and monthly operating routines that provide visibility into inventory, aging, throughput, productivity, quality, and outcomes.
- Monitor operational performance, identify breakdowns and bottlenecks, determine root causes, and implement sustainable corrective actions.
- Manage capacity and workload to ensure resources are appropriately aligned to business demand and priorities.
- Ensure patient outreach, documentation, and information-sharing practices comply with applicable privacy, regulatory, consent, and organizational requirements.
Own the Patient Revenue Recovery Lifecycle
- Own operational performance across patient revenue recovery pathways, including specialist-led resolution, digital patient engagement, direct patient outreach, and escalation.
- Develop and continuously improve segmentation, prioritization, and routing strategies to ensure accounts receive the right intervention at the right time.
- Partner with technology, digital, analytics, and Revenue Operations teams to improve workflows, automate manual processes, and remove barriers to successful resolution.
Lead & Develop a High-Performing Team
- Build, lead, coach, and develop a high-performing team of frontline Revenue Specialists.
- Establish clear individual and team performance expectations and hold teammates accountable for productivity, quality, timeliness, and outcomes.
- Provide meaningful feedback, career development support, and performance coaching.
- Foster strong team engagement, collaboration, and ownership.
- Effectively inspire the team around leadership vision and lead through change.
- Champion DaVita Mission & Values while modeling effective leadership behaviors.
Use Data to Manage Performance & Drive Improvement
- Develop and maintain operational performance measures that connect day-to-day execution to revenue and patient outcomes.
- Use operational data to identify trends, bottlenecks, performance gaps, and improvement opportunities.
- Translate complex data and business problems into clear operational actions.
- Develop concise reporting that provides leadership with visibility into performance, risks, root causes, and opportunities.
- Deliver persuasive, data-supported recommendations.
- Consistently prepare and deliver effective communications tailored to the audience.
- Lead additional special projects as required.
Requirements
- 5–10 years of progressive professional experience, including experience leading operational processes, workflows, or service-delivery functions
- 2+ years of direct people leadership experience
- Strong written and verbal communication skills, including the ability to communicate operational performance and recommendations to senior leaders
- Intermediate proficiency in Microsoft Office applications
- High school diploma/equivalency
- Bachelor's degree in business, healthcare administration, operations, finance, or related field (preferred)
- Experience within healthcare revenue cycle, patient financial services, collections, contact center operations, or healthcare operations (preferred)
- Experience establishing a new team, operation, or organizational capability from design through implementation and stabilization (preferred)
- Experience with workflow automation, digital outreach, case-management systems, or technology-enabled operations (preferred)
Benefits
- 401(k) Matching
- Healthcare Coverage
Company overview
DaVita Kidney Care is a leading American healthcare provider specializing in kidney dialysis services, operating as one of the largest dialysis companies in the United States. Founded in 1992 and headquartered in Denver, Colorado, DaVita operates a vast network of 2,675 outpatient dialysis centers across the United States, serving approximately 200,800 patients, with an additional 367 centers in 11 other countries serving 49,400 patients. The company primarily treats end-stage renal disease (ESRD), providing life-sustaining dialysis treatments that patients typically require three times per week. DaVita holds approximately 37% market share in the U.S. dialysis market and is publicly traded on the New York Stock Exchange under the ticker DVA. The company's name, derived from the Italian phrase "Dare Vita" meaning "to give life," reflects its mission to provide essential kidney care services. With approximately 76,000 employees, DaVita has established itself as a Fortune 500 company and a significant player in the healthcare industry, with Berkshire Hathaway owning a 41.2% stake in the organization.