Business Support
Sr Support Technician
Address: Remote
Job ID: R0218107
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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.
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.
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.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
Job Description
PURPOSE AND SCOPE:
The Sr. Support Technician provides high level technical support on diverse customer telephone inquiries of applicable devices within the assigned function(s). The incumbent effectively communicates complex operational and technical support to diverse audiences on a routine basis. In this capacity, the Sr. Support Technician serves as a subject matter expert (SME) by providing outstanding customer service through effective and timely communication.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Address and resolve high level, complex and/or difficult issues through effective customer service of applicable devices within the assigned function(s); serving as a technical resource to cross-divisional teams and/or customers.
- Ensure data accuracy and integrity through the documentation process of all customer contacts in applicable systems.
- Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.
- Provide high level support of diverse administrative activities within the assigned function(s); generating reports for management review as required.
- Participate in audits within the assigned function(s) on a routine basis or as requested.
- Establish and maintain strong working relationships with cross-divisional teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.
- Act as an SME within the assigned function(s) by maintaining in-depth current knowledge of applicable devices and/or troubleshooting techniques to continually provide effective customer service in a clear and concise manner.
- Support the assigned function(s) through active participating in cross-divisional team meetings as required.
- May support employee orientation and/or training within the assigned function(s); providing coaching, troubleshooting assistance and other guidance as necessary.
- Mentor other staff as applicable.
- Assist with various projects as assigned by direct supervisor.
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.
Must be available for inclusion in a rotating 24-hour call coverage schedule.
Must be available to work overtime as required.
Occasionally lift and/or move up to 30 pounds.
Travel may be required.
EDUCATION:
High School Diploma required; Associate's Degree desirable; and Bachelor's Degree strongly preferred
EXPERIENCE AND REQUIRED SKILLS:
- 4 - 6 years' related experience.
- Demonstrated experience in a customer service, call center or clinical environment.
- Prior experience with dialysis equipment required.
- Fluency in Spanish preferred.
- Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications.
- Detail oriented with strong analytical and organizational skills.
- Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.
- Strong time management skills with the ability to multitask concurrent priorities in an organized manner.
- Excellent customer service skills to successfully handle confidential information with a high level of professionalism, discretion and tact.
- Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity
If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form (smartsheet.com)
Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.
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
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
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
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.
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Outpatient Services RN
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
Azura Regional Vice President
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.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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