Engagement Specialist (IKC)
About The Position
At DaVita IKC, engagement is everything. As an Engagement Specialist, you’ll be the first point of contact for patients—onboarding, scheduling, and keeping them connected through high-volume, relationship-focused outreach. This role is perfect for someone organized, motivated, and skilled at building trust while helping patients navigate their healthcare journey. This position will initially start as primarily remote. Over time, it will transition to a hybrid role requiring travel into the field approximately days 1-3 days per week within the assigned territory, with additional travel as needed to support business and patient needs. Field responsibilities include nephrology partner meetings, patient visits, and other care coordination activities. The schedule is full-time, Monday through Friday. Flexibility is essential to accommodate patient availability. Typical start time is between 7:00–8:00 a.m. No evenings, weekends, or on-call responsibilities. Candidates must have a dedicated, quiet, and private workspace with reliable high-speed internet service. A wired Ethernet connection may be required to ensure optimal performance of company systems and applications.
Requirements
- High School Diploma or GED required
- 2+ years professional experience in customer service, patient-facing, or telephonic outreach roles preferred
- Strong verbal and written communication skills, active listening, and motivational engagement techniques
- Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Highly organized, with excellent time management and follow-through
- Excellent interpersonal and communication skills with the ability to educate patients and families during stressful situations.
- Strong organizational and time-management skills with the ability to prioritize multiple urgent referrals.
- Commitment to service excellence and patient satisfaction
- Ability to work autonomously while collaborating effectively with the team
- Home workspace must provide a quiet, private environment with reliable high-speed internet
Nice To Haves
- Associate’s or Bachelor’s Degree preferred
- Prior healthcare or clinical medical office experience
- Previous IKC experience is preferred
- CNA or MA experience is a plus
- Experience coordinating care (referrals, care management, etc.)
- Experience working in a hospital, dialysis clinic, physician office, health system, or other healthcare setting.
- Familiarity of medical insurance, including commercial insurance, Medicare, Medicaid, and authorization/eligibility processes and payors.
- Experience in direct patient care or support
- Prior medical office environment experience
Responsibilities
- Facilitate CHE completion in nephrology offices, dialysis clinics, or via telehealth; 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 telehealth CHEs for patients unable to attend in peson
- Welcome new patients to the program and collect any new concerns from existing patients; escalate to RN or Nurse Practitioner as appropriate
- Maintain accurate documentation and communicate patient updates to the care team
- Demonstrate exceptional interpersonal skills to build trust, influence patient participation, and overcome barriers to engagement
- Organize outreach efforts by urgency and importance to maximize patient impact
- Coordinate care for patients by ensuring access to eligible resources/programs and assisting with referrals and provider appointments
- Perform outbound calls and respond to inbound calls from patients, providers, and Village resources
- Complete non-clinical screenings and pathways under the guidance of the Manager; escalate to Integrated Care Nurse as needed
- Assist the clinical team with moving patients through the continuum of care by completing tasks as directed
- Identify eligible resources for members and collaborate with Integrated Care Nurses, dialysis clinics, health plans, and other stakeholders to help members enroll in programs
- Communicate directly with patients in a timely and professional manner
- Maintain accurate, complete, and confidential documentation
- Demonstrate exceptional two-way communication, both oral and written
- Act in alignment with DaVita’s mission and values to deliver high-quality patient care
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
