Engagement Specialist, Experienced (IKC)
About The Position
The Engagement Specialist supports engagement and care coordination for chronic kidney disease (CKD) and end-stage kidney disease (ESKD) patients. The role facilitates completion of CHEs in nephrology offices or clinics as needed, and coordinates with Nurse Practitioners and clinics to prepare for in-person appointments. Teammates focused on ESKD patients spend more time on-site at clinics. Depending on the patient focus, the role involves driving to nephrology offices 1–2 days per week for CKD patients or dialysis clinics 3 days per week for ESKD patients; travel may include clinics 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 Specialist conducts outreach to patients, caregivers, and clinics to schedule, remind, and reschedule CHEs, including scheduling at-home telehealth CHEs for patients outside DaVita facilities or unable to attend at a facility. The role welcomes new patients, gathers new concerns from existing patients, and escalates concerns to an RN or Nurse Practitioner as appropriate. It also supports reengagement of high-risk patients, new-hire onboarding, and special projects. DaVita offers a Rewards package with benefits eligibility beginning on the first day of the month following or coinciding with one month of continuous employment. Benefits include 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 and paternity leave, and professional development programs and courses.
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 MS Word, Excel, PowerPoint, and Outlook.
- Ability to drive to nephrology offices or dialysis clinics according to patient focus; travel may include clinics up to two hours away.
- Availability for nights or weekends for 0–10% of time as needed and agreed upon with the leader.
Nice To Haves
- 2–4 years of experience.
- 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 at a facility.
- Welcome new patients and collect new concerns from existing patients, escalating concerns to an RN or Nurse Practitioner as appropriate.
- Proactively attempt to reengage high-risk patients to support RN reachability.
- Support new-hire onboarding and participate in special projects or other assigned duties.
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
