Healthcare Outreach Team Manager (Remote)

The Manager of the Customer Engagement Team (CET) is a key strategic leader responsible for leading the operational performance, defining and executing the long-term vision of the CET. This teammate will translate high-level business goals into actionable strategies and oversee the implementation to achieve key outcomes. This teammate will lead a team of outreach specialists, drive program performance through data analysis, identify and package key insights to stakeholders, and foster collaboration with partner teams to achieve results.

This position is responsible for enhancing the effectiveness of our outreach efforts, driving customer relationship management, retention, education and ensuring the successful utilization of our technology by referral sources. The ideal candidate will have a proven record of strategic program management, data-driven leadership, and success in driving technology adoption in a healthcare environment.

Essential Functions:

• Team Leadership & Talent Development: Lead, coach, and develop a high-performing outreach team. Set clear performance objectives and cultivate a culture of continuous improvement. Foster a collaborative team environment that encourages innovation and excellence in customer service.

• Strategic Program Development & Execution: Develop and implement comprehensive outreach strategies to meet and exceed engagement, satisfaction and retention goals. Oversee the creation and delivery of educational programs and materials to effectively communicate the value of technology to our referral sources.

• Performance Analytics & Reporting: Establish and monitor performance indicators to measure outreach efficacy. Analyze team performance data and outreach outcomes to identify trends, make informed decisions and drive continuous improvement. Oversee monthly reporting on program inputs and outcomes.

• Cross-Functional Collaboration & Leadership: Serve as the primary liaison between the CET and key partners to align efforts and leverage shared best practices.

• Stakeholder Management: Deliver relevant insights and outcomes to stakeholders in a way that creates transparency, informs action and enables alignment. 

Other Duties:

• Champions the DaVita Mission & Values.

• Collaborates with other leaders to develop a strong understanding of key business priorities.

• Provides thought-partnership to other ROPS teams, providing options, considerations, and recommendations from a data lens.

• Ability to communicate thoughtfully and concisely to senior leaders.

Education and experience:

• High School Diploma
• 4-6 years of experience in customer service or outreach
• Experience leading a team

Travel:

15%-20%

What We’ll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• 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.

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