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. 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.
Who You Are
You are devoted, compassionate, and enjoy being on the front lines of healthcare, changing the lives of patients by supporting them and the team by focusing on customers. You’re excited about being part of a team that is building a healthcare delivery model that ensures the highest possible quality of life and best outcomes for those in our care. You believe people living with kidney disease deserve the best person-centered, holistic, comprehensive care and want to influence the healthcare system to drive towards that. You thrive in innovative and evolving environments with high rates of change.
Your Role
As a Patient Engagement Specialist, you are responsible for supporting both patients and clinical care team members with engagement efforts. Patient Engagement 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 Engagement Teamwill 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.
While this position is fully remote, you will support patients in all time zones Monday-Friday 8:30a-5p (CST preferred).
Role Responsibilities
Some responsibilities may vary, but this role's primary duties include the following:
Manage a high volume of outbound and inbound new patient onboarding calls
Build trust with patients and clinical care team members through exceptional omnichannel customer service
Actively listen during patient conversations to activate personalized support for new patients and provide appropriate next steps including visit scheduling
Work in collaboration with interdisciplinary care 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 onboarding 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
Other duties consistent with this role, as assigned.
Required Qualifications
High School diploma or GED required; Bachelor’s Degree preferred
3+ years of patient support engagement or customer service experience in a healthcare environment working directly with patients; startup experience is a plus
Demonstrated sales aptitude and are energized by the opportunity to successfully navigate conversations with new patients who are learning about Evergreen’s care model for the first time
Experience managing workload to achieve defined metrics or targets, and are bold enough to speak up when assistance is needed
Experience in a team-based service environment
Demonstrate genuine curiosity when engaging with patients and excel at conversational intelligence
Excellent verbal and written communication skills
Experience with Medicare and/or kidney care population is a plus
Bilingual (Spanish/English) fluency is a plus
Intermediate skills with MS Office Suite of products including Outlook and Teams
Able to work effectively in a primarily remote environment:
Home internet must support a minimum download speed of 25 Mbps and upload speed of 10 Mbps. Cable, Fiber, or DSL connections hardwired to the internet device are recommended
Evergreen will provide remote employees with telephony applications and equipment to meet the business requirements for their role
Employees must work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
Compensation
The pay range for this role is $19.00 to $25.000 hourly. Exact pay is determined based on experience, education, demand for the role, and other role-specific factors. This role is also eligible for an annual bonus.
Benefits
Evergreen Nephrology’s total rewards program is designed to support you in and outside of work. You can expect:
Paid time off starting at 4 weeks for full-time employees
12 paid holidays per year
Medical, dental, vision and life insurance, including an HSA with employer match
Reimbursement for continuing medical education for eligible roles
A 401(k) program where Evergreen matches up to 4% of contributions after six months of tenure
Paid parental leave
A robust training and development program that starts with onboarding and continues throughout your career with Evergreen Nephrology
Evergreen Nephrology is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any other protected category under local, state or federal laws.
If you are an applicant with a disability who requires reasonable accommodation for any part of the hiring process, please contact us for assistance at .
Evergreen Nephrology partners with nephrologists to transform kidney care through a value-based, person-centered, and holistic approach. The company is committed to improving patient outcomes and quality of life for those living with kidney disease by delaying disease progression, shifting care to the home, and accelerating kidney transplants. They provide nephrologists with best-in-class interdisciplinary clinical resources, analytical insights, tools, and services across the full care spectrum. Their care delivery model emphasizes listening to patients, employees, and client partners while pushing beyond the status quo in kidney disease management.
