Engagement Specialist, Advanced (IKC)

DaVita Kidney Care•09507 - Colorado Remote, CO

1d•$23 - $31

About The Position

The Engagement Specialist, Advanced (IKC) supports patients with CKD and ESKD by coordinating care engagement and completing Care Health Evaluations (CHEs). The role facilitates CHE completion in nephrology offices or clinics as needed, coordinates with Nurse Practitioners and clinics to prepare for in-person appointments, and schedules at-home telehealth CHEs for patients outside DaVita facilities or unable to attend a facility. The role also welcomes new patients, gathers concerns from existing patients, and escalates concerns to an RN or Nurse Practitioner as appropriate. The position includes frequent outbound outreach to patients, caregivers, and clinics for scheduling, reminders, and rescheduling, as well as reengaging high-risk patients to support RN reachability. Teammates focused on ESKD patients spend more time on-site at clinics. CKD-focused teammates should expect to drive to nephrology offices 1–2 days per week; ESKD-focused teammates should expect to drive to dialysis clinics 3 days per week. Clinic travel may include locations 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 work time as needed and agreed upon with the leader. The role may also include mentoring and training new hires, leading special projects such as process improvement, covering teammates’ PTO, coaching teammates, and serving as a subject matter expert. The position pays $22.50–$30.50 per hour, subject to applicable location-specific minimum wages and other compensation factors.

Requirements

High school diploma.
At least 2 years of professional work experience.
Prior experience in a customer service or patient-facing role.
Prior experience leading teams as a supervisor or special project lead.
Intermediate proficiency in MS Word, Excel, PowerPoint, and Outlook.
Ability to drive to nephrology offices or dialysis clinics according to patient focus; clinic locations may be up to two hours away.
Nights and weekends may be required 0–10% of the time, as needed and agreed upon with the leader.

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 or unable to attend 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.
Reengage high-risk patients to support RN reachability.
Mentor and train new hires, lead special projects such as process improvement, cover for teammates on PTO, and provide coaching to teammates as needed.
Serve as a subject matter expert to teammates.
Perform other duties as assigned.