Case Manager - Fresenius Medical Care Holdings, Inc.

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 sales and relationship support to the FKC Sales and Account Management organization.

• Utilizes knowledge of FKC, the admissions process and the various supporting programs to promote these to the patient

• Drives the process for onboarding all patients from the time of referral through arrival and adjustment to the clinic environment.

• Works with the internal resources to facilitate admissions, ensuring each patient receives a superior admission experience.

CUSTOMER SERVICE:

Responsible for driving the FKC culture through values and customer service standards.

Accountable for outstanding customer service to all external and internal customers.

Develops and maintains effective relationships through effective and timely communication.

Takes initiative and action to respond, resolve and follow up regarding customer service issues in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES 

• Primary function is to provide superior customer service and admission support to patients with the primary metric of decreasing avoidable patient cancellations prior to first treatment and maintaining low cancellation rates in the area of responsibility.

• Utilizes critical thinking skills, judgment, independent analysis, time management skills and knowledge of FKC programs

• Conducts one on one contacts with all referred patients

  • Markets our services and facilitates the admission

  • Eases the patient's transition into the dialysis facility, calming anxieties about starting dialysis

  • Provides education on what to expect on the first day of outpatient dialysis and after beginning treatment

• Facilitates and coordinates the admission process for all patients being referred for dialysis services

  • Is immediately notified of a patient referral

  • Contacts patient/caregiver to develop an early relationship with the patient and affect the positive outcome of the placement

  • Works with the PAS to escalate admissions issues according to established procedures to ensure timely resolution

  • Works with the applicable clinical manager(s) to accommodate shift requests post first treatment, when available

• Serve as a liaison between the patient and the dialysis facility prior to first treatment

• Provide support to caregivers prior to patient start

• Negotiate minor clinic issues and concerns as appropriate

• Provide education referral for home modalities and treatment options where appropriate

• Ensures resolution of all issues and provides exceptional service recovery with patients and referral sources.  Removes avoidable barriers to patient placement and enhances perception of FKC customer service with patients and indirectly with referral sources.

• Exhibits knowledge of both commercial and non-commercial providers of benefits.  Assures that patients and families understand payer benefits and options or directs communication with Insurance Coordinators as needed.

• Develops and maintains an extensive knowledge of the dialysis business and the support services provided by FKC and within the community.

• Maintains knowledge of the local market as well as industry trends in order to monitor and quickly react to changes which may impact the company and the patient services provided.  Provides regular communication to management regarding program status, customer service issues, and obstacles affecting the referral and admissions process.

• Conducts regular business analysis and develops, implements, and evaluates effective weekly, monthly and quarterly business plans.  Meets regularly with management to review and revise these plans.

• Consistently meets patient placement objectives as established by management.  Maintains accurate and timely account data and completes call reports as required.

• Determines patient satisfaction with admissions process and dialysis services.  Collaborates with internal customers to effect positive customer service changes where required.

• Participates in professional development opportunities to ensure development of skills and industry/field knowledge, utilizing the acquired expertise and knowledge to accomplish goals and objectives for position.

• Ensures all tasks and activities are executed in compliance with company standard operating procedures and all applicable regulatory requirements.

• 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.

EDUCATION:

• B.A. or B.S. degree required (Extensive healthcare experience in case management or nephrology/dialysis/patient care may be considered in lieu of Bachelor degree)

EXPERIENCE AND REQUIRED SKILLS:

• 3-4 years relevant healthcare experience

• 2-3 years of Customer Service or Marketing experience

• 1-2 years of nephrology/dialysis/patient care or case management experience preferred

• Must exhibit leadership skills and be able to collaborate with clinic staff

• Must be self-motivated, organized and able to plan a diversity of activities and work independently

• Excellent communication skills - written and verbal - with ability to communicate to all levels of personnel

• Excellent professional telephone skills

• Ability to function as a part of an integrated team

• Ability to develop positive relationships with patients, families, physicians, staff and other disciplines

• Able to follow oral and written communication as well as communicate information to individuals or groups with varying levels of education

• Detail oriented with excellent customer service, organizational and interpersonal skills

• Good computer skills required with knowledge of Microsoft Office applications- Word, Excel, PowerPoint, and Outlook.

RELATIONSHIPS:

Internal Contacts:  Maintains open communication with the entire management team (medical, corporate, administrative)

External Contacts: Interaction with physicians, hospitals, patients, government agencies, and vendors as appropriate

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.

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.