Engagement Specialist – IKC

Role Overview

• 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 peson
• 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.

Requirements

• High School Diploma or GED required; Associate’s or Bachelor’s Degree preferred
• 2+ years professional experience in customer service, patient-facing, or telephonic outreach roles preferred
• Strong verbal and written communication skills, active listening, and motivational engagement techniques
• Intermediate proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
• Highly organized, with excellent time management and follow-through
• Excellent interpersonal and communication skills with the ability to educate patients and families during stressful situations
• Strong organizational and time-management skills with the ability to prioritize multiple urgent referrals
• Commitment to service excellence and patient satisfaction
• Ability to work autonomously while collaborating effectively with the team.
• Home workspace must provide a quiet, private environment with reliable high-speed internet.

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.