PURPOSE AND SCOPE:
Manages daily operations and activities of the centralized admissions call center supporting a defined groupof regions in a Division, providing direction and guidance to the call center staff.Monitors the efficiency and efficacy of the call center ensuring all patients and other customers seeking admission to dialysisclinics in the allocated regions,are addressed appropriately and professionally in a timely manner by PatientIntake Coordinators (PIC).Ensures appropriate placement services by providing expertise, guidance and support to Patient Placement Coordinators(PPCs) and PatientServices Specialists (PSS) in the Regionaloffices. Providesinput for the updating and development of policies and procedures for call center and admissions staff ensuringcompliance to all pertinent company,local, state and federal regulations and requirements.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Manages the day to day activities of the CAO staff allocating and monitoring the workflow processes defined by seniorCAO management to ensurethe accurate and timely completion of assignments according to the SOP time frameand quality standards.
Ensures efficient and effective use of staff (FTEs) through development and implementation of detailed schedules for employees adjustingassignments according the call volume load.
Monitors and performs ad hoc quality checks to ensure staff are productiveand are providing the appropriate level of support.
Quality checks include but are not limited to: passive monitoring of PIC business calls, providing feedback to training personnel regardingthe quality of the calls; and assisting in the development of metrics to evaluate the success level of the admissions staff.
Monitors and performs ad hoc quality checks to ensure staff are productiveand are providing the appropriate level of support.
Quality checks include but are not limited to: passive monitoring of PIC business calls, providing feedback to training personnel regardingthe quality of the calls; and assisting in the development of metrics to evaluate the success level of the admissions staff.
Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient and confidential information and data collection and auditing activities.
Ensures operations meet policy and procedure performance metrics,quality improvement programstandards determined by CAO senior management, and the requirements of laws and regulations and standards of FMCNA
Provides subject matter expertise, support and guidance to staff regarding procedures, issues and problems ensuring appropriate application and resolution.
Monitors the orientation, training, development and coaching of new PPC, PSS and PICs by supervisory and training personnel to ensuregoals and objectives are met.
Oversees all logistics associated with patient admissions, from initial call to placement of the patient.
Ensures appropriate escalation and referral of patient inquiries, complaints and grievances to the appropriate FMCNA departments according to established procedures.
Manages departmental workflowprocedures and servicelevels. Conducts ongoinganalyses and assessments of operational performance for continuous systemsand process improvements, improved efficiency, and improved customer satisfaction.
Maintains processes and performance metricsfor measuringand assessing admissions services including the admissions office call management system, call recording system,and handling of patient admissions per defined standards.
Implements systems and technology as appropriate to improve efficiency, accuracy and consistency in operations as initiated by Central Admissions senior management and IT.
Responsible for the quality and maintenance of databases related to call center operations.
Assists Director CAO with the monitoring of operational policiesand procedures includingproviding input regarding the setting of goals,standards and benchmarks to evaluate staff performance, and employeeand customer satisfaction.
Holds monthly Quality Assessment/Improvement meetingsand posts resultsof performance of call centerregarding quality of serviceand other serviceindicators.
Uses established benchmarks to ensure performance is above or meets standards.
Provides continual informalfeedback to staffthroughout the year and formalfeedback through the annual performance evaluation process.
Manages the department staffing through appropriate hiring, firing, and disciplinary actions.
Utilizes formal customersatisfaction surveysdesigned by CAO senior management and informal customerfeedback to coach staffand improve systemsand processes.
Leads regularly scheduled communication sessions and meetings.
Implements communication procedures to ensure that all patients receivea level of service that exceeds their expectations.
Under the direction of the DirectorCAO, acts as a facilitator betweenclinics and billing groupsto ensure timelyintake and appropriate follow-up to patients, hospitalsocial workers and case managers, and physicians.
Coordinates with DirectorCAO to implement processes to drive teamworkwithin call centerand each regionin the assigned groups/regions.
Responsible for marketing to FMCNA facilities, including medical directors, clinicalstaff, and indirectpatient care staffwithin the business unit regarding patientintake and admissions.
Educates physicians and other referralbases about the patient intakeand admission processes.
Develops relationships with both internaland external customers.
Acts as a liaison betweenstaff and physicians.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
SUPERVISION:
EDUCATION:
EXPERIENCE AND REQUIRED SKILLS:
Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.
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