This is a remote/work from home opportunity.

PURPOSE AND SCOPE:

Leads the planning, implementation, and execution of Clinical Services Customer Support team processes. Provides guidance, subject matter expertise, customer support and serves as a resource to internal and external customers. Partners with members of the Nursing and Clinical Services Department(s) and organizational stakeholders regarding patient, employee, resource, and administrative issues.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Responsible for all clinical services customer support teams and ensuring they meet the goals and objectives set forth by the organization. Manages assignments of a complex and confidential nature.

  • Oversight of the day-to-day activities of the Call Center team (i.e., receiving, reviewing, and entering data into the tracking tool, assigning cases, and providing resolution).

  • Ensures resolution of all issues and provides excellent service recovery including handling escalated calls from employees, patients and/or providers. Identifies, communicates, and facilitates appropriate escalation related to high priority and/or critical issues.

  • Interfaces with patients and others to gather additional information required for complaint initiation/investigations, including the retrieval of medical records, treatment sheets etc. related to the reported event.

  • Maintains official department and other relevant records and executed administrative policies and processes.

  • Collects, compiles, and assists with analyzing complex information as required by manager(s).

  • Prepares other customer communication (response letters, acknowledgement letters) as appropriate.

• Continuity of Care team is critical to support clinics nationwide to retain patients with Fresenius Kidney Care. Treatment impacts of ~$1M per year.

• Effectively shares information, collaborates, builds relationships, and networks with internal and external partners to resolve issues, address concerns, and enhance performance through best practices and exceptional service.

• Provides consistent reporting to key Leadership regarding daily operations, KPIs, and other key quantifiable metrics.

• Participates in cross-functional committees, task forces, and work groups.

• Supports employee experience activities (i.e., recognition programs, employee uniform program, etc.).

• Provides guidance, advice, and support to Nursing and Clinical Services leadership, acting as a subject matter expert.

• Performs other related duties as assigned.

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.

• This position may require some travel, not to exceed approximately 10% to 15% travel time.

SUPERVISION:

• May be responsible for the direct supervision of other employees.

EDUCATION AND REQUIRED CREDENTIALS :

• Bachelor's Degree Required, Advanced degree preferred, especially where related to process, quality, research and statistics, leadership and management or similar areas of study.

EXPERIENCE AND SKILLS:

• 10+ years' relevant healthcare experience
• 3-5 years' management experience
• Excellent communication skills - written and oral - with ability to communicate to all levels of personnel
• Detail oriented with excellent customer service, organizational and interpersonal skills. Professional appearance required.
• Good computer skills required with knowledge of Microsoft Office applications- Word, Excel, PowerPoint, and other applications as necessary.

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.