Engagement Specialist - DaVita IKC - Florence

DaVita Kidney Care • Florence, TN

1d • Hybrid

About The Position

The Engagement Specialist is the first point of contact for patients in DaVita IKC, supporting onboarding, scheduling, and ongoing engagement through high-volume, relationship-focused outreach. The role facilitates care health evaluations (CHEs), coordinates with patients, caregivers, clinics, and Nurse Practitioners, maintains documentation, and helps patients navigate their care. It also includes care coordination tasks such as connecting patients with eligible resources, supporting referrals and appointments, and assisting the clinical team with patients’ progress through the continuum of care.

This is a hybrid position based in the Florence, Alabama area. Candidates must reside in Alabama, preferably in or near Florence, and travel into the assigned territory approximately three to four days per week for activities such as nephrology partner meetings, patient visits, and care coordination. The schedule is full-time, Monday through Friday, with flexibility to accommodate patient availability; typical start times are between 7:00 and 8:00 a.m. There are no evening, weekend, or on-call responsibilities. Candidates must have a quiet, private home workspace with reliable high-speed internet; a wired Ethernet connection may be required.

The role requires strong communication, organization, time management, and patient engagement skills, along with the ability to work autonomously and collaborate with the care team. DaVita describes a mission-driven, collaborative environment and offers professional development opportunities and a benefits package.

Requirements

• High school diploma or GED.
• Strong verbal and written communication skills, active listening, and motivational engagement techniques.
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
• Strong organization, time management, prioritization, and follow-through skills, including the ability to manage multiple urgent referrals.
• Excellent interpersonal and communication skills, including the ability to educate patients and families during stressful situations.
• Commitment to service excellence and patient satisfaction.
• Ability to work autonomously while collaborating effectively with the team.
• Ability to maintain a quiet, private home workspace with reliable high-speed internet.
• Must reside in Alabama; residence in or near Florence is preferred.

Nice To Haves

• Associate’s or bachelor’s degree.
• Two or more years of professional experience in customer service, patient-facing work, or telephonic outreach.
• Prior healthcare or clinical medical office experience.
• Previous IKC experience.
• CNA or MA experience.
• Experience coordinating care, including referrals or care management.
• Experience in a hospital, dialysis clinic, physician office, health system, or other healthcare setting.
• Familiarity with medical insurance, including commercial insurance, Medicare, Medicaid, and authorization, eligibility, and payer processes.
• 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.
• Make outbound calls to patients, caregivers, and clinics for CHE scheduling, reminders, and rescheduling.
• Schedule telehealth CHEs for patients who cannot attend in person.
• Welcome new patients to the program and collect new concerns from existing patients, escalating concerns to an RN or Nurse Practitioner as appropriate.
• Maintain accurate documentation and communicate patient updates to the care team.
• Build trust, influence patient participation, and overcome barriers to engagement.
• Organize outreach efforts by urgency and importance to maximize patient impact.
• Coordinate care by helping patients access eligible resources and programs and assisting with referrals and provider appointments.
• Make outbound calls and respond to inbound calls from patients, providers, and Village resources.
• Complete non-clinical screenings and pathways under the Manager's guidance, escalating to the Integrated Care Nurse as needed.
• Assist the clinical team with moving patients through the continuum of care by completing assigned tasks.
• Identify eligible resources 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 effective oral and written two-way communication.
• Act in alignment with DaVita’s mission and values to deliver high-quality patient care.

Benefits

• Medical, dental, and vision coverage.
• 401(k) match.
• Paid time off and PTO cash out.
• Family resources.
• 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 through StarLearning.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED