Engagement Specialist, Advanced (IKC)

Posting Date04/30/20263510 N Causeway BlvdSte 603, Metairie, Louisiana, 70002-3540, United States of AmericaTeammates focused on ESKD patients will spend more time on-site at clinics.Facilitate CHE completion in nephrology office or in clinic, as needed. Coordinate with Nurse Practitioners and clinics to prepare for in-person appointments. (CKD 15%, ESKD 50%)Perform outbound calls to patients, caregivers and clinics for CHE scheduling, reminders, and rescheduling. Schedule at home telehealth CHEs for patients outside of DaVita facilities and/or unable to see at a facility. (CKD 50%, ESKD 15%)Welcome new patients to the program and/or collect any new concerns for existing patients. Escalate concerns to the RN or Nurse Practitioner as appropriate. This may be done via outbound call or in person. 15%Other duties as assigned, such as mentoring/training new hires, leading special projects (e.g. process improvement), covering for TMs on PTO, and providing additional coaching to TMs as needed. Acts as subject matter expertise to teammates. 10%Proactively attempt to reengage high risk patients to support the RN in reachability 10%2-4 years of experienceHigh school diploma requiredIntermediate proficiency in MS Word, Excel, PowerPoint, and Outlook RequiredAt least 2 years of professional work experience RequiredPrior experience working in a customer service or patient-facing role RequiredPrior experience leading teams as a supervisor or special project lead RequiredPrior experience in telephonic / high volume outreach environments PreferredPrior experience in a healthcare setting PreferredDrive time: If focused on CKD patients, this role should expect to drive to nephrology offices 1-2 days per week. If focused on ESKD, this role should expect to drive to dialysis clinics 3 days per week. Drive time will be considered with the leader and may include clinics up to 2 hours away.