Engagement Specialist, Advanced (IKC)

DaVita Kidney Care

1d • Hybrid

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. 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. This may be done via outbound call or in person. 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.

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
• Prior experience in telephonic / high volume outreach environments

Nice To Haves

• Prior experience in a healthcare setting

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.
• Mentoring/training new hires.
• Leading special projects (e.g. process improvement).
• Covering for TMs on PTO.
• 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

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, Headspace®, backup child and elder care, maternity/paternity leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED