Engagement Specialist (IKC)

About the role

Engagement is everything at DaVita IKC. As an Engagement Specialist, you'll be the first point of contact for patients, handling onboarding, scheduling, and maintaining high-volume, relationship-focused outreach.

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
• Care Coordinator Responsibilities (May represent some role responsibilities)
• Coordinate care for patients by ensuring access to eligible resources/programs and assisting with referrals and provider appointments
• Complete non-clinical screenings and pathways under the guidance of the Manager; escalate to Integrated Care Nurse as needed
• Aid 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

Qualifications

• 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
• Prior healthcare or clinical medical office experience preferred
• CNA or MA experience a plus
• Experience coordinating care (referrals, care management, etc.)
• Experience working in a hospital, dialysis clinic, physician office, health system, or other healthcare setting
• Familiarity of medical insurance, including commercial insurance, Medicare, Medicaid, and authorization/eligibility processes and payors
• Experience in direct patient care or support
• Prior medical office environment experience

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.