PURPOSE AND SCOPE:

Supports FMCNA's mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including following all regulatory and FMS policy requirements. Facilitates the monitoring of the efficiency and efficacy of Call Center offices to ensure the highest quality of customer service to patients and other clients seeking placement. Assists with the development of policies and procedures for the Call Centers to ensure compliance with all pertinent company, local, state and federal regulations and requirements.  

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Under the general supervision of the Director of Quality and Training, works to ensure UltraCare for all FMS patients and referral sources through the preparation of Patient Admissions staff with competency-based training and development.
• Creates plans, and executes all formal training within the Patients Admissions Services (PAS) Office including new hire training orientation and ongoing training of personnel as necessary.
• Educates staff regarding the company's expectations for the provision of outstanding customer service to external and internal customers.
• Develops the curricula, directly and in collaboration with appropriate FMCNA Departments, for initial and on-going education relative to a customer service role covering admissions processing of End Stage Renal Disease (ESRD) patients.
• Provides training to ensure the staff members are sensitive to the patient's vulnerable state of mind as well as training regarding Peritoneal Dialysis (PD), and hemodialysis treatments.
• Collaborates with the Education Department to ensure training guidelines and materials are consistent with principles of adult education.
• Serves as the department resource for all Patient Admissions procedures and practices and Continuous Quality Improvement (CQI). Ensures policies and procedures are current and accurate and makes appropriate revisions based upon business need and operational changes, consistent with company directives.
• Educates PAS team on policies and updates. Monitors and evaluates, through CQI, the success of policy and procedure implementation.
• Communicates CQI information/outcomes to appropriate Customer Service team members and educates Team Leads on how to implement and monitor an action plan.
• Serves as the department resource for all questions regarding Admissions policies and procedures.
• Maintains resources library for documentation of all Fresenius Admissions policies and procedures.
• Responsible for scheduling clinic visits for new employees.
• Plans and conducts regular training and calibration sessions for current employees to ensure understanding of standard Admissions practices and procedures. Incorporates remedial education as necessary, based on performance outcomes.
• Conducts needs assessments for PAS department staff, determines methods of training and adjusts training content to meet the individual needs while ensuring adherence to established company and regulatory guidelines and policies.
• Coordinates the delivery of educational programs for the PAS staff, inclusive of recruiting subject matter experts to educate on relevant topics.
• Utilizes subject matter expertise to educate Customer Service employees on the Company standards relative to telephone skills, business etiquette, and customer service standards and procedures, computer systems, such as: SAP, Lotus Notes, Microsoft Office, MapPoint, Intranet, Internet, Proton, Soarian, and eCube, as appropriate.
• Monitors behaviors of staff to ensure education delivered yields desired outcomes and amends curricula based on performance based outcomes.
• Tracks trainee retention of and satisfaction with the learning experience within the PAS.
• Creates, maintains, and coordinates annual training schedule including guest speakers, visitors, and workshops etc.
• Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved customer satisfaction
• Conducts ongoing quality assessments and monitoring continuous improvements and improved customer satisfaction.
• Conducts call and data audits and reviews documentation.
• Collaborates with Contact Center Offices and other assigned areas to establish referral processes.
• Prepares metrics and reports by collecting, analyzing and summarizing information and trends including failed processes, systems, corrective actions, and re-validations.
• Creates, manages, and implements required skill verification tests and conducts quarterly evaluations to ensure strong on-going performance of all personnel.
• Responsible for tracking and recording the training records for all PAS employees through the appropriate company system.
• Conducts compliance training for customer service personnel per the specified timeframes and maintains records accordingly.
• Maintains resources to aid customer service employees in professional and personal development. This may include information on professional organizations; skill enhancement exercises; extra-curricular education focused on customer service and leadership skill; information on company-wide education offerings, such as Phone Pro, UltraCare trainings, managed care and business development training etc.
• Participates in regular conference calls with operations to remain abreast of company initiatives; de novo, relocations, expansions, acquisitions and closures, modality offerings at locations, and other business initiatives.
• Takes the appropriate steps to understand the new business initiatives and translates the pertinent aspects related to PAS staff applying knowledge of the PAS to develop and administer appropriate educational/informational tools into educational programs to ensure appropriate support of the business initiatives.
• Assists with the collection, organization and dissemination of quality knowledge and training about Contact Center processes, its products, and skills that enable associates to perform their jobs in a continuous state of quality and production.
• Develops supervisory expertise in the Avaya or other relative call management system.
• Monitors and oversees the completion of projects assigned to the CAO, through the Strategic Initiatives Management System (SIMS).
• Develops methods for evaluation of program effectiveness.
• Assists with the development of systematic approaches for assuring high-quality services that meet customer and company needs.
• Achieves quality operational objectives by contributing information and analysis to plans and reviews; completing audits; determining system improvements; implementing change.
• Proactively identifies problems, discovers the root cause, and develops preventative problem-solving solutions independently.
• Communicates and collaborates with customer organizations and other functional organizations.
• Participates and contributes in leadership meetings.
• Serve as subject matter expert and knowledge base.
• Other duties as assigned.

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:

• The physical demands and work environment characteristics described here are representative of those an 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.
• Travel is required for this position (25%)

EDUCATION:

• Bachelor's Degree Preferred
• Or Associates Degree, plus three years' experience.
• Or Internal FMS candidate with demonstrated progression in job roles with a minimum of 3 years with the company

EXPERIENCE AND REQUIRED SKILLS:  

• 5+ years' experience in a customer service, call center, contact center or information processing environment, preferably in a healthcare-related field.
• Excellent verbal and written communication skills including presentation in front of small, medium and large groups. The audience can contain from entry level to executive leadership.
• Strong interpersonal skills with emphasis on consensus and collaboration.
• Experience building, implementing and maintaining Quality programs, systems and applications.
• Experience creating and implementing quality control processes.
• Experience conducting and covering quality examinations and assessments within a call, contact or information processing facility.
• Experience coaching to increase the quality of verbal and electronic communications and assessments within a call, contact or information processing facility.
• Experience in creating and implementing testing platforms to ensure product knowledge, training effectiveness and proper candidate selection.
• Experience building and maintaining Quality and Training metric reporting.
• Demonstrated management, leadership competencies and skills.
• Excellent skills in customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making.
• Must complete the required compliance and FMCNA orientation and training modules and attend ongoing training and development programs within the specified time line.
• Computer proficiencies:  Microsoft Excel and/or Access, PowerPoint, Word, Call Center software a plus.
• Demonstrated skills in diversity management and performance management.
• Ability to comprehend technical information related to computer software (operating systems, software applications), computer and network hardware, and the associated regulatory expectations relating to them.
• Ability to produce reports tracking quality metrics.
• Experience training and managing the training of employees, preferably in call center environment.
• Must complete the required compliance and FMCNA orientation and training modules and attend ongoing training and development programs within the specified time line.
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EO/AA 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.