Engagement Specialist - Davita IKC - Lancaster, PA

DaVita Kidney Care•Lancaster, PA

3d•Hybrid

About The Position

The Engagement Specialist is the first point of contact for patients in DaVita IKC’s engagement program. The role supports patient onboarding, scheduling, and ongoing connection through high-volume, relationship-focused outreach. The specialist helps patients navigate their healthcare journey and works with nephrology offices, clinics, Nurse Practitioners, and the care team to facilitate comprehensive health evaluations (CHEs) and address patient concerns. This is a full-time, Monday–Friday hybrid role. The specialist commutes to DaVita partner practices three to five days per week and works from home the remainder of the time. The home workspace must be quiet and private, with high-speed internet. Reliable transportation is required; mileage is reimbursed. Travel time depends on the patient population, and partner locations may be up to 90 minutes from the central location. Nights and weekends are not required.

Requirements

High school diploma or GED.
Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
Strong verbal and written communication skills, active listening, and motivational techniques.
Strong organization, time management, and follow-through skills.
Ability to work autonomously and collaboratively with care team members.
Reliable transportation.

Nice To Haves

Associate’s or bachelor’s degree.
Two or more years of professional experience in customer service, a patient-facing role, or telephonic outreach.
Prior experience in a healthcare setting.

Responsibilities

Facilitate CHE completion in nephrology offices, clinics, or via telehealth.
Coordinate with Nurse Practitioners and clinics to prepare for in-person appointments.
Call patients, caregivers, and clinics to schedule CHEs, send reminders, and reschedule appointments.
Schedule telehealth CHEs for patients who cannot attend in person.
Welcome new patients to the program and collect new concerns from existing patients.
Escalate patient concerns to an RN or Nurse Practitioner as appropriate.
Maintain accurate documentation and communicate patient updates to the care team.
Build trust, encourage patient participation, and overcome barriers to engagement through strong interpersonal skills.
Organize outreach by urgency and importance to maximize patient impact.