Business Support
Supervisor, Customer Service
Address: 350 Merrimack St, Lawrence, Massachusetts, 01843, United States of America
Job ID: R0250518
Location Type: Hybrid
- Overview
- Job Description
- Success Profile
- Rewards
- Connect
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:
Please note: This is a hybrid position based out of our Lawrence Ma office.
The Supervisor, Customer Service oversees daily activities to maximize the efficacy and efficiency of operations within the assigned function(s). The incumbent maintains a high level of customer retention in the resolution of outstanding customer service issues. The
Supervisor, Customer Service serves as a subject matter expert (SME) by representing the assigned function(s) through diverse customer interactions.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Supervise the daily operations of the team, including but not limited to: establishing mutual goals, assigning tasks and maintaining schedules.
- Resolve outstanding customer service issues escalated by the assigned team(s) in a timely and accurate manner.
- Analyze and summarize productivity statistics of the assigned team(s) on a routine basis.
- Review current policies and procedures with a focus on continuous improvement efforts; supporting the development and implementation of process improvements within the assigned function(s).
• Act as a liaison to cross-divisional teams; providing support in the resolution of outstanding issues as they affect the assigned function(s).
- Provide direct supervision of the assigned team(s) through ongoing leadership and guidance; partnering with Human Resources on employee matters.
• Provide technical guidance.
• Assist with various projects as assigned by a direct supervisor.
• 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 may be required.
SUPERVISION:
May be responsible for the direct supervision of various levels of customer service staff.
EDUCATION:
Bachelor's Degree preferred
EXPERIENCE AND REQUIRED SKILLS:
• 3 + years' experience in related customer service field; or 1 - 3 years' experience as a Supervisor.
• Extensive knowledge of hemodialysis and peritoneal dialysis products preferred.
• Strong computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.
• Detail oriented with strong analytical and organizational skills.
• Adaptable to a fast-paced environment with changing priorities, tasks and customer conditions.
• Strong leadership skills to effectively lead cohesive and productive teams.
• Strong oral and written communication skills to effectively communicate with all levels of management.
The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.
Annual Rate: $58,000.00 - $97,000.00
Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.
Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.
Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors
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.
Leadership
Communicator
Compassionate
Problem-solver
Motivational
Good Listener
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.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
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.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
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.
Compassionate
Flexible
Independent
Quick-thinking
Patient
Responsible
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Rosalyn,
Clinical Manager
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Andrew,
Patient Care Technician
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Tony,
Outpatient Services RN
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.”
Warren J.
Azura Regional Vice President
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
By submitting your information, you acknowledge that you have read our privacy policy consent to receive email communications from Fresenius Medical Care AG.