Kidney Care Specialist

PURPOSE AND SCOPE:

The Kidney Care Engagement Specialist creates a supportive, engaging virtual environment for individuals impacted

by Chronic Kidney Disease (CKD) and End Stage Renal Disease (ESRD). Under the direction of the Manager of

Engagement Specialists, this role provides one‑to‑one support and facilitates small‑group discussions to help

participants understand kidney care pathways, available education and treatment options, and how to navigate next

steps in their care journey.

The specialist engages participants through inbound and outbound outreach, virtual group interactions, and ongoing

follow‑up. Working collaboratively with Kidney Care Specialist and referral partners, the specialist ensures seamless

communication, care coordination, and participant follow‑through across the kidney care continuum.

By delivering empathetic communication, high‑quality discussions, and consistent virtual engagement, this role

enhances patient readiness, strengthens awareness of home therapy options, and contributes to an improved overall

participant experience. The Kidney Care Engagement Specialist supports Fresenius Medical Care’s mission, vision,

and values by promoting informed decision‑making and facilitating smoother transitions throughout the kidney care

ecosystem.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Outreach, Lead Engagement & Individual Support

• Initiate timely outreach to individuals referred through multiple sources, including website referrals, care teams,
  
  
  

clinics, nephrology offices, and digital channels.

• Monitor and manage the website chat function, responding to inquiries with clear, accurate information and
  
  
  

guidance.

• Conduct supportive phone conversations to answer questions, clarify kidney care concepts, and connect
  
  
  

individuals to appropriate programs, classes, and resources.

• Listen to individual needs, concerns, and readiness indicators to provide personalized recommendations for
  
  
  

education or next steps.

• Provide empathetic, actionable support for individuals who may be newly diagnosed, overwhelmed, or uncertain
  
  
  

where to begin.

• Maintain consistent communication patterns to help reduce care barriers and crisis starts across the kidney
  
  
  

disease continuum.

Virtual Group Facilitation

• Lead scheduled virtual small group sessions (45–60 minutes) using approved content and discussion
  
  
  

frameworks.

• Create an inclusive, safe environment that encourages participant interaction, questions, and shared
  
  
  

experiences.

• Support discussion on kidney disease progression, dialysis modalities, home therapies, permanent
  
  
  

access placement, and available support resources.

• Facilitate conversations about Chronic Kidney Disease, Dialysis Treatment Options and Resources to support
  
  
  

an individual's Kidney Disease Journey

• Apply motivational interviewing and patient centered communication strategies to support participant
  
  
  

understanding.

• Create an engaging, supportive virtual environment that encourages patient participation and understanding.
  
  
  

Participant Engagement & Follow Up

• Reinforce session concepts and guide participants toward next steps, including additional session enrollment,
  
  
  

resource needs, post class review, and connecting with a Kidney Care Specialist for follow up.

• Re-engage participants who miss sessions with reenrollment options and follow-up materials.
• Support referral generation and conversion by reinforcing education, identifying patient readiness, and
  
  
  

guiding next steps in collaboration with Kidney Care Specialist, care teams and other referral sources.

• Document participant attendance, engagement details, and relevant next steps in CRM with accuracy and
  
  
  

timeliness.

• Provide hand-offs to Kidney Care Specialist to ensure seamless hand-offs, alignment on patient status, and
  
  
  

closure of care gaps

• Notify referral sources of session attendance, if applicable.
  
  
  

Compliance, Documentation, Quality & Program Development

• Document all interactions following organizational standards, privacy requirements, and compliance policies.
• Ensure all facilitation aligns with approved content and role scope.
• Maintain confidentiality and adhere to regulatory and organizational guidelines.
• Participate in team meetings, training, and competency development supporting the broader Kidney Care
  
  
  

Advocate Organization initiatives.

• Communicate patient participation, engagement outcomes, and next steps to appropriate stakeholders,
  
  
  

including referral sources when applicable.

• Partner with Engagement Specialists and Leadership to identify opportunities to improve workflows, referral
  
  
  

efficiency, and patient experience.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Fully remote; requires reliable internet and ability to work across varied virtual class times (Monday
  
  
  

Saturday).

• The position requires frequent prolonged periods of working at a computer.
• Assignment may include early morning, evening, or weekend session rotation based on program scheduling
  
  
  

needs.

• Requires proficiency with virtual meeting platforms, documentation systems, and Microsoft 365 tools.
• May require travel to regional, business unit, and corporate meetings.
  
  
  

SUPERVISION:

• No direct supervisory responsibilities.
• Works under the guidance of Kidney Care leadership and in close collaboration with clinical and operational
  
  
  

teams.

EDUCATION AND REQUIRED CREDENTIALS:

• High School diploma or G.E.D. required; 2-5 years clinical background preferred
• 2-5 years’ experience in group facilitation, coaching, counseling, patient support, education, or related fields.
• Prior experience working with individuals managing chronic conditions is preferred.
• College degree preferred
  
  
  

EXPERIENCE AND SKILLS:

• Strong virtual facilitation and communication skills, with the ability to build rapport quickly in a remote
  
  
  

environment.

• Comfortable guiding diverse groups through structured conversation and discussion-based learning.
• High level of emotional intelligence and demonstrated ability to relate to persons of all ages and diverse
  
  
  

Backgrounds, Skills, Knowledge Levels And Abilities.

• Familiarity with kidney disease, dialysis modalities, and care pathways (training provided).
  
  
  

2

• Experience supporting referrals through excellent organization, follow-up workflows, or care coordination
  
  
  

preferred.

• Effective collaborator with clinical and nonclinical partners across multiple regions and time zones.
• Ability to work autonomously but collaboratively on a team
• Proficiency with virtual meeting platforms, CRM systems, and Microsoft 365 tools.
• Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal
  
  
  

and state laws.

PURPOSE AND SCOPE:

Under the direction of a Kidney Care Advocate Manager, collaborates with internal and external care teams, to ensure a positive experience for every patient living with kidney disease through education, modality options, access placement and follow through, and if applicable, to eventual admission into kidney care services. Assists with presenting materials on Home Dialysis to providers, patients and other groups, as requested. Adheres to the FMCNA Compliance Program and all regulatory and FMCNA policy requirements. Supports FMCNA’s mission, vision, core values and customer service philosophy by supporting all aspects of growth within defined Regions or Areas of a Business.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Collaborate with Regional Home Therapy team through the provision of administrative support, to ensure every patient along with their care giver and support system (if applicable) receives comprehensive education on modality options including hemodialysis treatments both at home and in-center, peritoneal dialysis, kidney transplantation, and palliative and supportive care, as well as education on hemodialysis access types with a focus on the health and safety benefits of AV-Fistula or AV-Graft compared to central venous catheters.
• Under the direct supervision of Kidney Care Advocate Manager and/or a Registered Nurse, provides information regarding options for renal replacement therapy when a patient reaches end stage renal disease (ESRD), allowing the patient to make an informed decision regarding the option that meets his/her medical needs and lifestyle choices.
• Responsible to assist patient care team in order to navigate patients through initiation of dialysis, or in transition from incenter hemodialysis to home therapy, including but not limited to proper and timely access placement.
• Maintain routine communication with physicians, physician practices and administrators, and the interdisciplinary team members, including Clinic and Home Program Managers.
• Assist in establishing processes with physician practices as well as local clinics for patient referrals and evaluation of the effectiveness of processes on an ongoing basis.
• Respond promptly to all referrals.
• Coordinate the timely admission of patients, including urgent start placements into Home Therapy and In-Center programs. Collaborate with operations leadership to identify home therapy training delays and help to resolve any barriers to expediate training.
• Strive to meet Fresenius Kidney Care Home Therapies awareness goals by maintaining strong physician and partner relationships and identifying opportunities for increasing patient education referrals.
• Assist field operations management, Home Therapy leadership, and other departments with implementation of the home therapy strategic plan. Responsibilities include but are not limited to understanding local and regional kidney disease trends and population needs, identifying expansion of service opportunities, and understanding relationships with both physicians and prospective patients.
• Maintain knowledge of FMCNA Home Therapies products, services and strategies in order to promote FMCNA Home Therapies to the community through outreach programs.
• Support educational programs for physicians and Fresenius staff as needed.
• Responsible for promoting Kidney Care Advocate services and Kidneycare:365 education to providers including physicians within the guidelines established by Company policies and procedures.
• Ensure accurate and timely documentation of patient interactions and status, through maintenance of SAP database.
• Escalate issues to supervisor for resolution, as deemed necessary.
• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
• Assist with various projects as assigned by direct supervisor.
• Performs other related duties as assigned.
  
  
  

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Day to day work includes desk and personal computer work and interaction with patients, facility staff and physicians. The position requires frequent prolonged periods of standing.
• The work environment is characteristic of a health care facility with air temperature control and moderate noise levels. May be exposed to infectious and contagious diseases/materials.
• The position may require a significant amount of driving on specific days in terms of visiting between clinics in order to complete the duties and responsibilities set forth above.
• Local and regional travel is required as requested. May work some evenings and weekends as required to assist with modality education.
  
  
  

SUPERVISION:

• None
  
  
  

EDUCATION:

• High school diploma or GED required.
• College degree preferred
• CCHT and/or LPN preferred, however, not required.
  
  
  

EXPERIENCE AND REQUIRED SKILLS:

• Minimum of one-year experience in teaching or sales, with required education.
• Dialysis experience preferred but not required
• Demonstrated skills in customer service and ability to work autonomously.
• Excellent verbal, written and presentation skills.
• Proficient in Outlook, Excel, Word, PowerPoint and use of smart phones and other computing devices.
• Must be able to multi-task and manage cases in a Salesforce database or Customer Relationship Management system. This skill is preferred, not required.
• Results oriented to exceed established goals.
• High level of emotional intelligence and demonstrated ability to relate to persons of all ages and diverse backgrounds, skills and abilities.
• Proven ability to be a team player.
  
  
  

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Rate: $XX - $XX

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.

EOE, disability/veterans