Manager of Central Admissions

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:

• Provides oversight of admissions call center dailyoperations pertaining to planning,design, measurement, and assessment of admissions services for the assigned North Division groups/regions according to companystandard operating procedures with guidance and supportfrom the DirectorCentral Admissions Office(CAO).

• 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.

• Ensures a strongcommunication process betweenPICs, PSSs and PPCs,facility and othersupport staff who participate in thepatient placement and admissions process.

• 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.

• Maintains current knowledge regarding industry best practices. Evaluates, identifies, and recommends systems and practices that would enhance and improve FMS admissionsprocess. Implements as appropriate.
• Under the direction of Director CAO, manages operational resources and correlates to production activityand budget-to- actual resultsensuring budget is maintained concerning systems,FTEs and hoursworked
• 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 personalcomputer work and interaction with patients, facility staff and physicians.

SUPERVISION:

• May be responsible for the direct supervision of various levels of call center, patient placement and patient services staff.

EDUCATION:

• Bachelor's Degree in healthcare or business relatedfield preferred.

EXPERIENCE AND REQUIRED SKILLS:        

• 5 yearsrelated experience in a call center environment, finance or patient accounting.
• 3+ yearsof directly relatedcall center management experience, preferably in health care.
• Demonstrated leadership competencies and skills.
• Excellent verbaland written communication skills.
• Good skillsin customer service,continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making.
• Demonstrated management and leadership skills.
• Must completethe required compliance and FMCNA orientation and training modulesand attend ongoingtraining and development programswithin the specified time line.
• Proficient with PCs and Microsoft Exceland/or Access, PowerPoint, Word, Tabit softwarea plus.
• Demonstrated skillsin diversity management and performance management.
• Knowledge of Avaya CMS or comparable system preferred.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.