Engagement Specialist, Experienced (IKC)
About The Position
The Engagement Specialist supports patient engagement for CKD and ESKD patients. The role includes coordinating and facilitating Comprehensive Health Evaluations (CHEs) in nephrology offices or clinics, working with Nurse Practitioners and clinics to prepare for in-person appointments, and arranging telehealth CHEs for patients outside DaVita facilities or unable to attend at a facility. The role also welcomes new patients, gathers concerns from existing patients, and escalates concerns to an RN or Nurse Practitioner as appropriate. Teammates focused on ESKD patients spend more time on-site at clinics. Travel expectations vary by patient focus: CKD-focused teammates may drive to nephrology offices 1–2 days per week, while ESKD-focused teammates may drive to dialysis clinics 3 days per week. Clinics may be up to two hours away. Overnight travel is less than once per quarter, at the local leader’s discretion for training or team meetings. Nights and weekends may account for 0–10% of time, as needed and agreed upon between the teammate and leader. The position requires a high school diploma, at least two years of professional work experience, customer service or patient-facing experience, and intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in telephonic or high-volume outreach and in a healthcare setting is preferred. The posted wage range is $19.50–$27.50 per hour; compensation depends on qualifications, skills, competencies, and experience. DaVita offers benefits including medical, dental, and vision coverage, a 401(k) match, paid time off, PTO cash out, family resources, EAP counseling, Headspace access, backup child and elder care, maternity/paternity leave, and professional development programs. Benefits eligibility begins on the first day of the month following or coinciding with one month of continuous employment.
Requirements
- High school diploma.
- At least 2 years of professional work experience.
- Prior experience in a customer service or patient-facing role.
- Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
Nice To Haves
- Prior experience in telephonic or high-volume outreach environments.
- Prior experience in a healthcare setting.
Responsibilities
- Facilitate CHE completion in nephrology offices or clinics as needed; coordinate with Nurse Practitioners and clinics to prepare for in-person appointments.
- Make outbound calls to patients, caregivers, and clinics for CHE scheduling, reminders, and rescheduling.
- Schedule at-home telehealth CHEs for patients outside DaVita facilities and/or unable to see a provider at a facility.
- Welcome new patients to the program and collect new concerns from existing patients; escalate concerns to an RN or Nurse Practitioner as appropriate, by phone or in person.
- Support new-hire onboarding and participate in special projects as assigned.
- Proactively attempt to reengage high-risk patients to support RN reachability.
Benefits
- Medical, dental, and vision coverage.
- 401(k) match.
- Paid time off and PTO cash out.
- Family resources and EAP counseling sessions.
- Access to Headspace.
- Backup child and elder care.
- Maternity and paternity leave.
- Professional development programs and on-demand virtual leadership and development courses.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
