Director - Central Admissions (Remote)

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. Provides leadership and strategic vision, developing long-range objectives and policies and ensuring the appropriate execution of initiatives to support the patient admissions process within the FMS Division.  Provides oversight, support and direction to staff in the Division centralized admissions call center.   Provides direction and guidance to the call center supervisors to ensure the appropriate monitoring of the efficiency and efficacy of the call center and the provision of the highest quality customer service to patients and other customers seeking admissions and admissions information.  Provides for the growth of the dialysis business in the division by marketing the services provided and ensuring appropriate local placement services.  Collaborates with other division Directors Centralized Admissions Office (CAO) to develop and implement policies and procedures for call center and admissions staff ensuring compliance to all pertinent company, local, state and federal regulations and requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Sets the strategic direction and develops and executes on a business plan for the centralized admissions program to support division operations and achieve growth.   Contributes to the achievement of division and company goals by aligning CAO business plan and program objectives with those of division and company.
• Provides direction and oversight of admissions call center operations pertaining to the planning, design, measurement, and assessment of admissions services for the division.  Provides guidance, advice and support to Centralized Admissions Office Managers acting as the subject matter expert and resource as needed.
• Provides guidance, advice and expertise to CAO supervisors and Patient Services Representatives.  Provides informal feedback throughout the year and formal feedback through the annual performance appraisal process.  Manages the department staffing through the appropriate hiring, firing and disciplinary actions.
• Collaborates with VPs Operations Support and other FMS Division Directors CAO to develop, implement and update CAO program standard operating procedures and policies.   Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction.
• Holds monthly Quality Assessment/Improvement meetings and posts results of performance of call center regarding quality of service and other service indicators. 
• Reviews evaluation benchmarks with supervisors to ensure performance is above or meets standards.
• Utilizes formal customer satisfaction surveys and informal customer feedback to coach staff and improve systems and processes.
• Responsible for growing the business by taking proactive steps in marketing admissions office services to all staff in dialysis clinics and outside/non affiliated physicians  Educates physicians and other referral bases about the patient intake and admission processes. 
• Develops relationships with both internal and external customers.
• Acts as a liaison between staff and physicians
• Troubleshoots with physicians regarding concerns and issues they identify.  Provides information and guidance to physicians, staff in physician practices and clinic staff regarding the admissions process and ensures issues are addressed and resolved.
• Oversees the day to day activities of the business unit centralized admissions program staff ensuring the appropriate allocation and monitoring of the workflow to ensure the accurate and timely completion of assignments according to the SOP time frame and quality standards. 

  Ensures efficient and effective use of staff (FTEs) through development and implementation of detailed schedules for employees adjusting assignments according the call volume load.

• Monitors and performs ad hoc quality checks to ensure staff are productive and are providing the appropriate level of support.

• 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 program standards, 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.

• Oversees the orientation, training and coaching of new Patient Services Representatives and Patient Intake Coordinators as well as existing staff to ensure goals and objectives are met.

• Provides oversight for 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 FMS procedures.

• Manages departmental workflow procedures and service levels.  Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved customer satisfaction.
• Develops, implements and maintains processes and performance metrics for measuring and assessing admissions services.
• Implements systems and technology as appropriate to improve efficiency, accuracy and consistency in operations.
• Responsible for the quality and maintenance of databases related to call center operations
• Ensures a strong communication process between PICs and PSRs, facility and other support staff who participate in the patient placement and admissions process. 
• Leads regularly scheduled communication sessions and meetings.
• Implements communication procedures to ensure that all patients receive a level of service that exceeds their expectations.
• Acts as a facilitator between clinics and billing groups to ensure timely intake and appropriate follow-up to patients, hospital social workers and case managers, and physicians.
• Implements processes to drive teamwork within call center and each region in the business unit.
• Improves customer satisfaction through collaboration with other division departments such as billing groups, managed care, and market development to address patient and physician concerns and issues regarding the admissions process.  Follows up with the pertinent party as needed.
• May relate identified customer service concerns and problems at the clinic level to RVP, Director Operations or Area Manager for action.  Provides assistance with resolution as appropriate.
• Maintains current knowledge regarding industry best practices.  Evaluates, identifies, and recommends systems and practices that would enhance and improve FMS admissions process. Implements as appropriate.
• Manages operational resources and correlates to production activity and budget-to-actual results ensuring budget is maintained  concerning systems, FTEs and hours worked
• 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.
• Day to day work includes desk and personal computer work and interaction with patients, facility staff and physicians. 
• Travel to local and regional locations and physicians’ practices required.

SUPERVISION:

• Call Center Supervisor
•  Patient Services Representatives.

EDUCATION:

• Bachelor’s Degree in healthcare or business related field
• Advanced Degree desirable

EXPERIENCE AND REQUIRED SKILLS:

• 5 years of directly related call center /customer service management experience, preferably in health care environment.
• 5 years related experience in a call center environment, finance or patient accounting.
• Demonstrated management and leadership competencies and skills
• Excellent  verbal and written communication skills – must be able to communicate with all levels of personnel
• Good skills in customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making.
• Must have working knowledge of the reimbursement and insurance verification process.
• A fundamental knowledge of managed care a plus.
• 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, Tabit software a plus
• Demonstrated skills in diversity management and performance management

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.