Engagement Specialist (IKC)
About The Position
Join DaVita Integrated Kidney Care (IKC) as an Engagement Specialist. 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. In this role, you will be responsible for both Care Coordinator and Engagement Specialist duties. The role requires travel within the assigned market to DaVita clinics and/or Nephrology Practices in Baltimore, MD/ Winchester, VA/Fredrick, MD, and surrounding areas. There are no nights or weekends required, and local travel using your own vehicle is expected, with mileage reimbursement provided. This is a hybrid position, requiring 3-4 days onsite with 1 admin day. The schedule is Full-Time, Monday–Friday, with a flexible daily start time between 7:00–8:00 AM and ending at 5 PM. When working from home, a home workspace must include a quiet, private space with high-speed internet.
Requirements
- High School Diploma or GED required
- 2+ years professional experience in customer service, patient-facing, or telephonic outreach roles preferred
- Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Strong verbal and written communication skills, active listening, and motivational engagement techniques
- Highly organized, with excellent time management and follow-through
- Ability to work both autonomously and collaboratively with care team members
- 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 experience preferred
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 person
- 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
