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.