Supervisor, Revenue Operations (ROPS)

Posting Date

09/23/2025

2476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of America

GENERAL PURPOSE OF THE JOB

The Supervisor, Revenue Operations (ROPS) oversees the DaVita Intake team responsible for insurance verifications and the standard health insurance verification process for patient placement. This position manages day-to-day operations, ensuring quick and accurate verifications in compliance with DaVita policies, procedures, and all applicable regulations. The Supervisor provides strategic guidance, operational leadership, and career development support for Specialist Patient Account teammates. They are accountable for team performance, reporting accuracy, and operational efficiency, while partnering with cross-functional leaders to improve processes, drive outcomes, and deliver exceptional service to patients and internal partners.

SUPERVISORY RESPONSIBILITIES

Directly supervises teammates within the assigned ROPS lane, including Leads and Specialists. Responsible for hiring, performance management, coaching, development, and daily oversight of team workload.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Teammate Supervision and Customer Service – 60%

- Provide daily supervision, direction, mentoring, coaching, and performance management to teammates.

- Schedule, conduct, and document regular 1:1 meetings with teammates, fostering strong teammate relations through open communication, coaching, and feedback.

- Prepare and conduct annual Performance Development Reviews (PDRs) for all direct reports, delivering actionable feedback in alignment with DaVita’s performance framework.

- Support leads with special project requests and assignments related to teammate performance and engagement.

- Ensure high-quality customer service according to department and company policy.

- Monitor team productivity and quality metrics, ensuring workload balance and timely completion of assigned work.

- Determine staffing plans that promote the most effective use of all teammates.

- Maintain teammate records in compliance with DaVita policies and applicable laws.

Special Projects – 25%

- Lead or actively participate in special projects aimed at improving operational efficiency and teammate engagement.

- Collaborate with cross-functional leaders across multiple operational lanes to ensure streamlined processes, accurate handoffs, and shared accountability for patient outcomes.

- Serve as a liaison between ROPS leadership, analytics teams, and other departments to ensure business needs are met efficiently.

- Meet tight deadlines in a time-sensitive and resource-constrained project environment.

- Support Continuous Quality Improvement (CQI) initiatives and process redesign efforts.

- Identify system and process improvement opportunities and make recommendations to leadership.

Analytics/Reporting – 10%

- Prepare, analyze, and distribute comprehensive reporting at multiple levels — daily, monthly, and annual production metrics, quality outcomes, and individual/team performance trends.

- Perform root cause analysis on large datasets and create detailed reports to address strategic business issues and opportunities.

- Identify and communicate trends in productivity and quality to leadership, providing recommendations for improvement.

- Maintain reporting continuity, integrity, and communication across analytical departments.

- Ensure timely and accurate delivery of performance metrics to senior leadership.

Other Duties – 5%

- Champion DaVita’s Mission and Core Values both internally and externally.

- Attend team meetings, phone conferences, and training sessions as needed.

- Foster a positive, collaborative culture within the team.

- Ensure all activities comply with HIPAA regulations, DaVita policies, and federal/state billing requirements.

- Perform other duties as assigned, including participation in special projects and initiatives.

MINIMUM QUALIFICATIONS

Education and Experience

• High School diploma or equivalent required; Bachelor’s degree in Business, Healthcare Administration, or related field preferred
• Four or more years of healthcare reimbursement and revenue cycle management experience preferred
• Previous supervisory or team leadership experience required
• Intermediate to advanced proficiency in MS Excel, Word, and PowerPoint

Skills and Competencies

• Proven ability to manage performance, coach effectively, and develop talent
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
• Excellent communication and interpersonal skills with the ability to influence across all levels of the organization