Engagement Specialist, Advanced (IKC)

DaVita Kidney Care

4d

About The Position

Teammates focused on ESKD patients will spend more time on-site at clinics. Facilitate CHE completion in nephrology office or in clinic, as needed. Coordinate with Nurse Practitioners and clinics to prepare for in-person appointments. (CKD 15%, ESKD 50%) Perform outbound calls to patients, caregivers and clinics for CHE scheduling, reminders, and rescheduling. Schedule at home telehealth CHEs for patients outside of DaVita facilities and/or unable to see at a facility. (CKD 50%, ESKD 15%) Welcome new patients to the program and/or collect any new concerns for existing patients. Escalate concerns to the RN or Nurse Practitioner as appropriate. This may be done via outbound call or in person. 15% Other duties as assigned, such as mentoring/training new hires, leading special projects (e.g. process improvement), covering for TMs on PTO, and providing additional coaching to TMs as needed. Acts as subject matter expertise to teammates. 10% Proactively attempt to reengage high risk patients to support the RN in reachability 10%

Requirements

• 2-4 years of experience
• High school diploma required
• Intermediate proficiency in MS Word, Excel, PowerPoint, and Outlook Required
• At least 2 years of professional work experience Required
• Prior experience working in a customer service or patient-facing role Required
• Prior experience leading teams as a supervisor or special project lead Required

Nice To Haves

• Prior experience in telephonic / high volume outreach environments Preferred
• Prior experience in a healthcare setting Preferred

Responsibilities

• Facilitate CHE completion in nephrology office or in clinic, as needed.
• Coordinate with Nurse Practitioners and clinics to prepare for in-person appointments.
• Perform outbound calls to patients, caregivers and clinics for CHE scheduling, reminders, and rescheduling.
• Schedule at home telehealth CHEs for patients outside of DaVita facilities and/or unable to see at a facility.
• Welcome new patients to the program and/or collect any new concerns for existing patients.
• Escalate concerns to the RN or Nurse Practitioner as appropriate.
• Other duties as assigned, such as mentoring/training new hires, leading special projects (e.g. process improvement), covering for TMs on PTO, and providing additional coaching to TMs as needed.
• Acts as subject matter expertise to teammates.
• Proactively attempt to reengage high risk patients to support the RN in reachability

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees