Engagement Specialist, Expert (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 experience
- High school diploma
- Intermediate proficiency in MS Word, Excel, PowerPoint, and Outlook
- At least 2 years of professional work experience
- Prior experience working in a customer service or patient-facing role
- Experience leading teams as a Supervisor or special project lead
Nice To Haves
- Prior experience in telephonic / high volume outreach environments
- 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.
- Mentor/train new hires
- Lead special projects (e.g. process improvement)
- Cover for TMs on PTO
- Provide 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
- access Headspace®
- backup child and elder care
- maternity/paternity leave and more
- 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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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
