Remote Customer Advocate Jobs in Decatur, AL (NOW HIRING)

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 onetoone support and facilitates smallgroup 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
followup. Working collaboratively with Kidney Care Specialist and referral partners, the specialist ensures seamless
communication, care coordination, and participant followthrough across the kidney care continuum.
By delivering empathetic communication, highquality 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 decisionmaking 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.

EO/AA EMPLOYER:
Fresenius Medical Care North America is an Equal Opportunity/Affirmative Action Employer.
Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity.
Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal
and state laws.

PURPOSE AND SCOPE:

The Kidney Care Specialist (KCS) supports patients with Chronic Kidney Disease (CKD) and End Stage Renal Disease (ESRD) by driving early education adoption, care navigation, and engagement through a combination of field-based physician and community outreach and virtual patient support. This role bridges the gap between diagnosis and informed treatment choice, ensuring patients receive timely, consistent education and support across the kidney care continuum. Deployment may vary by market need and may include field-based, virtual, or hybrid responsibilities.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide virtualcare navigation to CKD and ESRD patientsregardingkidney disease progression, treatment options (including home modalities and transplantation), and self-management strategies using approved digital platforms.
• Conduct scheduled and on-demand virtualor in-personpatient interactions (video, phone, and electronic communication) to assess patient needs, readiness, barriers, and preferences.
• Collaborate with nephrologists, advanced practice providers, care teams, and internal partners to support coordinated patient care andappropriate referrals.
• Build andmaintainstrong working relationships with nephrologists, advanced practice providers, clinical managers, care coordinators, and practice staff to support aligned Kidney Care Advocateand value-based careobjectives.
• Partner with internal stakeholders (KCA leadership, Value Based Care Health teams, operations, clinical, and market development) to ensure consistent messaging, coordinated workflows, and patient follow-through.
• Serve as a trusted resource to referring practices by providingtimelycommunication, education updates, and patient status as appropriate
• Document patient interactions, education provided, and outcomes accurately andtimelyin designated systems (e.g., Salesforce, EMR, or other approved platforms).
• Support referral workflows by ensuring patients are appropriately educated, tracked, and followed through the kidney care continuum.
• Utilize virtual tools, dashboards, and reports to track patient engagement, outcomes, and program performance, escalating concerns asappropriate.
• Participate in the development, evaluation, and continuous improvement of virtual education materials, documentation, and on-demand content.
• Maintain up-to-date knowledge of kidney disease, treatment modalities, and Fresenius Kidney Care programs to ensure consistent, compliant education.
• Identifypatient barriers to care (social, logistical, educational) and connect patients withappropriate internalor external resources.
• Support quality, safety, and compliance initiatives by adhering to all regulatory, privacy, and documentation standards.
• Participate in team meetings, training sessions, and performance reviews asrequired.
• Support patients longitudinally, reinforcingeducation,and navigating next steps in collaboration with the care team.
• Perform other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• Role may be field-based, virtual, or hybrid depending on market needs.
• Field-based roles may require extensive local or regional travel.
• Valid driver's licensewith reliable transportationand the ability to travel extensively within the assigned market.
• Travel toregionalbusiness units, corporatemeetings, and on-sitetrainingwill berequired.
• Extensive regional travel to physician groups, healthcare locations,andassociatehome base.
• Must be willing to workoccasionally in theeveningandweekends, as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Prolonged periods of sitting and computer use.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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; 3-5 years clinical background preferred
• Relevant licensure or certification preferred, as applicable.

EXPERIENCE AND SKILLS:

• Minimum 1-3 years of experience in kidney care, chronic disease management, orrelatedhealthcarefields.
• Experience working with CKD, ESRD, dialysis, or chronic disease populations preferred.
• Prior experience delivering virtual or telephonic patient educationis stronglypreferred.
• Strong communicationskills with the ability to explain complex clinical concepts in a clear, patient-friendly manner.
• Demonstrated ability to engage patients remotely and build trust in a virtual environment.
• Strong organizational and time-management skills with the ability to manage a virtual caseload.
• Proficiencyin Microsoft Office applications and experience with CRM systems (e.g., Salesforce) and/or EMRs.
• Excellent verbal and written communication and presentation skills.
• Comfort with digital platforms, virtual meeting tools, and data-driven workflows.

• Valid driver's licensewith reliable transportationand the ability to travel within the assigned market.

• Ability to work autonomouslybut collaboratively on a team

Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors