Kidney Care Specialist

Fresenius Medical Care•San Diego, CA

2d•Hybrid

About The Position

The Kidney Care Engagement Specialist creates a supportive, engaging virtual environment for individuals impacted by Chronic Kidney Disease (CKD) and End Stage Renal Disease (ESRD). Under the direction of the Manager of Engagement Specialists, this role provides one‑to‑one support and facilitates small‑group discussions to help participants understand kidney care pathways, available education and treatment options, and how to navigate next steps in their care journey. The specialist engages participants through inbound and outbound outreach, virtual group interactions, and ongoing follow‑up. Working collaboratively with Kidney Care Specialist and referral partners, the specialist ensures seamless communication, care coordination, and participant follow‑through across the kidney care continuum. By delivering empathetic communication, high‑quality discussions, and consistent virtual engagement, this role enhances patient readiness, strengthens awareness of home therapy options, and contributes to an improved overall participant experience. The Kidney Care Engagement Specialist supports Fresenius Medical Care’s mission, vision, and values by promoting informed decision‑making and facilitating smoother transitions throughout the kidney care ecosystem. The Kidney Care Specialist (KCS) supports patients with Chronic Kidney Disease (CKD) and End Stage Renal Disease (ESRD) by driving early education adoption, care navigation, and engagement through a combination of field-based physician and community outreach and virtual patient support. This role bridges the gap between diagnosis and informed treatment choice, ensuring patients receive timely, consistent education and support across the kidney care continuum. Deployment may vary by market need and may include field-based, virtual, or hybrid responsibilities.

Requirements

High School diploma or G.E.D. required
2-5 years’ experience in group facilitation, coaching, counseling, patient support, education, or related fields.
Strong virtual facilitation and communication skills, with the ability to build rapport quickly in a remote environment.
Comfortable guiding diverse groups through structured conversation and discussion-based learning.
High level of emotional intelligence and demonstrated ability to relate to persons of all ages and diverse backgrounds, skills, knowledge levels and abilities.
Proficiency with virtual meeting platforms, documentation systems, and Microsoft 365 tools.
Minimum 1-3 years of experience in kidney care, chronic disease management, or related healthcare fields.
Prior experience delivering virtual or telephonic patient education is strongly preferred.
Strong communication skills with the ability to explain complex clinical concepts in a clear, patient-friendly manner.
Demonstrated ability to engage patients remotely and build trust in a virtual environment.
Strong organizational and time-management skills with the ability to manage a virtual caseload.
Proficiency in Microsoft Office applications and experience with CRM systems (e.g., Salesforce) and/or EMRs.
Excellent verbal and written communication and presentation skills.
Comfort with digital platforms, virtual meeting tools, and data-driven workflows.
Valid driver’s license with reliable transportation and the ability to travel within the assigned market.
Ability to work autonomously but collaboratively on a team

Nice To Haves

2-5 years clinical background preferred
Prior experience working with individuals managing chronic conditions is preferred.
College degree preferred
Familiarity with kidney disease, dialysis modalities, and care pathways (training provided).
Experience supporting referrals through excellent organization, follow-up workflows, or care coordination preferred.
Experience working with CKD, ESRD, dialysis, or chronic disease populations preferred.
Valid driver’s license with reliable transportation and the ability to travel extensively within the assigned market.
Travel to regional business units, corporate meetings, and on-site training will be required.
Extensive regional travel to physician groups, healthcare locations, and associate home base.
Must be willing to work occasionally in the evening and weekends, as needed.

Responsibilities

Initiate timely outreach to individuals referred through multiple sources, including website referrals, care teams, clinics, nephrology offices, and digital channels.
Monitor and manage the website chat function, responding to inquiries with clear, accurate information and guidance.
Conduct supportive phone conversations to answer questions, clarify kidney care concepts, and connect individuals to appropriate programs, classes, and resources.
Listen to individual needs, concerns, and readiness indicators to provide personalized recommendations for education or next steps.
Provide empathetic, actionable support for individuals who may be newly diagnosed, overwhelmed, or uncertain where to begin.
Maintain consistent communication patterns to help reduce care barriers and crisis starts across the kidney disease continuum.
Lead scheduled virtual small group sessions (45–60 minutes) using approved content and discussion frameworks.
Create an inclusive, safe environment that encourages participant interaction, questions, and shared experiences.
Support discussion on kidney disease progression, dialysis modalities, home therapies, permanent access placement, and available support resources.
Facilitate conversations about Chronic Kidney Disease, Dialysis Treatment Options and Resources to support an individual's Kidney Disease Journey
Apply motivational interviewing and patient centered communication strategies to support participant understanding.
Create an engaging, supportive virtual environment that encourages patient participation and understanding.
Reinforce session concepts and guide participants toward next steps, including additional session enrollment, resource needs, post class review, and connecting with a Kidney Care Specialist for follow up.
Re-engage participants who miss sessions with reenrollment options and follow-up materials.
Support referral generation and conversion by reinforcing education, identifying patient readiness, and guiding next steps in collaboration with Kidney Care Specialist, care teams and other referral sources.
Document participant attendance, engagement details, and relevant next steps in CRM with accuracy and timeliness.
Provide hand-offs to Kidney Care Specialist to ensure seamless hand-offs, alignment on patient status, and closure of care gaps
Notify referral sources of session attendance, if applicable.
Document all interactions following organizational standards, privacy requirements, and compliance policies.
Ensure all facilitation aligns with approved content and role scope.
Maintain confidentiality and adhere to regulatory and organizational guidelines.
Participate in team meetings, training, and competency development supporting the broader Kidney Care Advocate Organization initiatives.
Communicate patient participation, engagement outcomes, and next steps to appropriate stakeholders, including referral sources when applicable.
Partner with Engagement Specialists and Leadership to identify opportunities to improve workflows, referral efficiency, and patient experience.
Provide virtual care navigation to CKD and ESRD patients regarding kidney disease progression, treatment options (including home modalities and transplantation), and self-management strategies using approved digital platforms.
Conduct scheduled and on-demand virtual or in-person patient interactions (video, phone, and electronic communication) to assess patient needs, readiness, barriers, and preferences.
Collaborate with nephrologists, advanced practice providers, care teams, and internal partners to support coordinated patient care and appropriate referrals.
Build and maintain strong working relationships with nephrologists, advanced practice providers, clinical managers, care coordinators, and practice staff to support aligned Kidney Care Advocate and value-based care objectives.
Partner with internal stakeholders (KCA leadership, Value Based Care Health teams, operations, clinical, and market development) to ensure consistent messaging, coordinated workflows, and patient follow-through.
Serve as a trusted resource to referring practices by providing timely communication, education updates, and patient status as appropriate
Document patient interactions, education provided, and outcomes accurately and timely in designated systems (e.g., Salesforce, EMR, or other approved platforms).
Support referral workflows by ensuring patients are appropriately educated, tracked, and followed through the kidney care continuum.
Utilize virtual tools, dashboards, and reports to track patient engagement, outcomes, and program performance, escalating concerns as appropriate.
Participate in the development, evaluation, and continuous improvement of virtual education materials, documentation, and on-demand content.
Maintain up-to-date knowledge of kidney disease, treatment modalities, and Fresenius Kidney Care programs to ensure consistent, compliant education.
Identify patient barriers to care (social, logistical, educational) and connect patients with appropriate internal or external resources.
Support quality, safety, and compliance initiatives by adhering to all regulatory, privacy, and documentation standards.
Participate in team meetings, training sessions, and performance reviews as required.
Support patients longitudinally, reinforcing education, and navigating next steps in collaboration with the care team.
Perform other related duties as assigned.