Clinical and Patient Services

Clinical Application Specialist

Address: 45 Staples Avenue Unit 110, Richmond Hill, ON L4B 4W6, Canada

Job ID: R0116429

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As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.

A female nurse examining her patient

Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.

A female nurse examining her patient

Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.

A female nurse examining her patient

Job Description

PURPOSE AND SCOPE:

Supports FME’s mission, vision, core values and customer service philosophy.  Adheres to the FME Compliance Program, including following all regulatory and division/company policy requirements.

Provides superior service and product support to Canadian customers as assigned in the role of home therapies and in-center dialysis specialist in a full-time capacity.  

DUTIES / ACTIVITIES:

CUSTOMER SERVICE:

  • Responsible for driving the FME culture through values and customer service standards.
  • Accountable for outstanding customer service to all external and internal customers.
  • Develops and maintains effective relationships through effective and timely communication.
  • Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES

Dialysis Delivery System Evaluation and ongoing clinical customer support:

  • Conduct set up of FMCC hemodialysis delivery system clinical evaluations.
  • Provide ongoing on-site clinical support to staff evaluating the FMCC dialysis delivery system by demonstrating how they are used to provide safe and effective patient care.
  • Work closely with respective Territory Manager, respond to questions and concerns about the FMCC dialysis delivery system.
  • Assist in the training and orientation of new Fresenius employees.

Clinical Consultant Support

  • Assist in the creation of new training tools for FMCC customers and staff.
  • Provide staff education/orientation to new Territory Managers, Technologists and Customer Service Representatives as required.
  • Assist customers in developing continuous quality improvement (CQI) tools and programs.
  • Attend local, regional, national, and international conferences and seminars to remain up to date with latest products, services, and research.

Education

  • Provide educational support to our customers regarding teaching of home and in-centre hemodialysis best practices. Develop and/or provide feedback for the design of educational tools.
  • Provide clinical expertise to assist unit staff to measure specific patient outcomes, utilizing the FMCC CQI process.
  • Other duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and work environment characteristics described here are representative of what the employee would encounter while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to physically cover and maintain regular face-to-face contact with customers over a large geographic area.   Extensive travel by automobile, train or airplane is often necessary to cover the assigned territory and includes overnight stays. Contact with customers by phone alone is not adequate. On some occasions, consecutive weeks of training might prevent travel home over the weekend in between weeks in consideration of the local travel restrictions and/or availability. Occasional weekend work is necessary to support trade show events, customer training and support, and equipment evaluations. Lifting requirements include setting up portable booths, occasional lifting and transporting medical equipment and supplies for purposes of inservicing customers.

EDUCATION

  • Bachelor of Science Degree in Nursing (BScN)  

EXPERIENCE AND REQUIRED SKILLS

  • Current Provincial Registered Nurse Certification of Competence
  • CNA Certification in Nephrology Nursing (or to be completed within one year from hire date)
  • Current hemodialysis experience is mandatory.
  • Current experience in patient and/or staff teaching.
  • Demonstrated ability to interact with all members of the renal team.
  • Computer literacy in Microsoft Office and applications
  • Ability to travel extensively and work flexible hours.

RELATIONSHIPS

Internal Contacts: Maintain positive professional relationships with internal employees, peers, and supervisors.

External Contacts: Maintain positive professional relationships with all customers.

SUPERVISION

N/A

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Success Profile

What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.

Success profile proportion

Success Profile

What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.

Success profile proportion

Success Profile

What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.

Success profile proportion
“You have a lot of independence...so the doctors trust you. You have to be able to make decisions on your own.”
Lesly,
Inpatient Services RN

We've got your back.

We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.

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