Engagement Specialist, Advanced (IKC)
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
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
