Engagement Specialist, Intermediate (IKC)

DaVita•Federal Way, WA

1d•Hybrid

About The Position

The Engagement Specialist is responsible for onboarding and appointment scheduling/facilitation for patients, in addition to ongoing engagement efforts such as updating patient concerns, verifying demographic information, collecting consents and supporting re-engagement efforts. This position focuses largely on creating positive patient experiences from initial attribution and throughout ongoing scheduling processes, playing a critical role in driving patient engagement rates and Comprehensive Health Evaluation (CHE) scheduling rates. The teammate must be relationship-oriented and excel at building trust and rapport through high-volume outreach to patients via phone, and in some cases, in person. Success in this role includes strong motivational communication skills, including an ability to demonstrate active listening, influence and overcome objections, and ensure timely follow-through, in addition to organization & time management skills to organize outreach by urgency and importance. This role is primarily patient-facing and includes communication to the rest of the care team as appropriate for unique patient concerns.

Requirements

Relationship-oriented
Ability to build trust and rapport
High-volume outreach via phone and in-person
Strong motivational communication skills
Active listening skills
Ability to influence and overcome objections
Timely follow-through
Organization & time management skills

Nice To Haves

Experience with ESKD patients
Experience with CKD patients

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. This may be done via outbound call or in person.
Team huddles, trainings, and related administrative work
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
Professional development programs
On-demand virtual leadership and development courses through DaVita’s online training platform StarLearning