Patient Engagement Specialist

Evergreen Nephrology

Evergreen Nephrology

Posted on Tuesday, April 25, 2023

Who You Are

You believe patients living with kidney disease deserve the best person-centered, holistic, comprehensive care and want to influence the healthcare system to drive towards that. You excel at providing strong customer service to both patients and their nephrology practice team members. You’re patient, compassionate, and enjoy being on the front lines of a care support team. You embrace growth mindset and have a high tolerance for rapid change. You enjoy being an active participant in building new systems and processes by taking initiative and ownership. Does this sound like you? If so, we should talk.

Who We Are

Evergreen Nephrology partners with nephrologists to transform kidney care through a value-based, person-centered, holistic, and comprehensive approach to kidney care. We believe patients living with kidney disease deserve the best care and we are committed to improving patient outcomes and improving quality of life by delaying disease progression, shifting care to the home, and accelerating kidney transplants.

We help nephrologists focus on the right patients at the right time across the full care spectrum. We do this by providing them with the best-in-class interdisciplinary clinical resources, analytical insight and tools, and services to patients.

We listen to the needs of our patients, our employees, and our client partners, continually working to push beyond the status quo in which the care system manages patients today.

Your Role

As a Patient Experience Specialist, you will support both patients and nephrology practice team members with engagement efforts. Patient Experience Specialists will play a critical role in ensuring that patients achieve initial activation and ongoing engagement with Evergreen Nephrology and their local care teams. The Patient Experience Team will partner with our market operations teams across the US to ensure patients are actively engaging in their care, working with their interdisciplinary care team, and achieving their kidney care and overall care goals. In this role, you will have the opportunity to work closely with Senior Leadership at Evergreen to build the foundation of our contact center.

Primary functions for the Patient Experience Specialist include:

· Build trust with patients and nephrology practice team members through exceptional omnichannel customer service

· Actively listen during patient and practice conversations to uncover a patient’s medical needs, identify red flags, and provide appropriate support

· Support patient activation and engagement via inbound and outbound communication, while working in collaboration with interdisciplinary team members (nephrologist, practice staff, nurse care managers, advanced practice providers, social workers, and dieticians)

· Assist with patient and practice administrative requests such as new patient welcome outreach, connection to their local care team, scheduling assistance, intake of patient complaints, and other needs

· Assist with building new workflows, processes, and documentation related to contact center operations

· Execute engagement initiatives to help achieve strategic goals related to Clinical Excellence, Clinical Quality, and Patient Engagement

How You Qualify

· You reviewed the Who You Are section of this job posting and immediately felt the need to read on. That makes you a match for our innovative culture.

· You have 3+ years of patient support experience or customer service experience in a healthcare environment working directly with patients; startup experience is a plus

· You have a desire to work with patients who have chronic conditions, and have empathy for their complex care needs

· You can manage your workload to achieve defined metrics or targets, and are bold enough to speak up when assistance is needed

· You accept that things change quickly in a startup environment and are willing to pivot quickly on priorities

· Experience in a team-based service environment

· Demonstrate genuine curiosity when engaging with patients

· Excellent verbal and written communication skills

· Experience working in a Windows-based and Microsoft Office environment

· Experience with Medicare and/or kidney care population is a plus

· Bilingual (Spanish/English) fluency is a plus

Pay range for this role is $45,000 to $50,000, with exact pay determined based on experience, education, demand for role, and other role-specific criteria

How You are Supported:

· You will benefit from Evergreen Nephrology’s exceptional total rewards package, including competitive base pay with bonuses, paid time off starting at four weeks for full-time employees, 12 paid holidays per year, reimbursement for continuing medical education, 401k with match, health, dental, and vision insurance.

· We are proud to offer family-friendly policies that support paid parental leave and flexible work arrangements.

· We commit to a robust training and development program that starts with onboarding and continues throughout your career with Evergreen Nephrology

· As an inclusive and diverse team, you will collaborate with like-minded healthcare professionals who, like you, understand the importance and value of Evergreen Nephrology’s high-quality, value-based care model

Evergreen Nephrology is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .

Evergreen Nephrology will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Evergreen Nephrology is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should email for assistance. Reasonable accommodations will be determined on a case-by-case basis.