Job ID 2100072B
Available Openings 2
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 FMCNA policy requirements.
Utilizes in-depth knowledge of dialysis admissions processes within a defined market to assess and facilitate the transition of hospital in-patient dialysis patients into an outpatient end stage renal disease (ESRD) facility. Contributes to a decreased length and number of hospital stays by applying knowledge of ESRD locations and their specific admissions protocols to ensure the provision of the appropriate discharge placement services of ESRD patients. Per the specific contract with the hospital, this may include assessing patient need for other outpatient services and collaborating with service providers and practitoners for provision of the services. Maintains communication with Pre-ESRD and ESRD (collectively renal) patients, physicians treating those patients (e.g. nephrologists, hospitalists, intensivists, et. al), discharge planners, hospital staff, community resources, educational professionals, etc. to ensure service satisfaction. Develops and maintains data for metric/performance reporting to the hospitals serviced and FMS Management. Position is primarily based in a hospital, hospital system, or group of unaffiliated hospitals.
DUTIES / ACTIVITIES:
- Responsible for driving the FMCNA 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 with all customers in a timely manner.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- Leverages knowledge of outpatient dialysis services provided by renal providers in the market area (both Fresenius and non Fresenius providers) and other local outpatient service providers to advise and assist hospitalized renal patients, hospital staff and discharge planners to identify, organize and coordinate the various providers and services to meet the needs of the renal patient and the hospital services contract.
- Facilitates the placement of in-patient dialysis patients into the out-patient setting by:
- Using detailed knowledge regarding the dialysis facilities and modalities offered within the assigned market, and whether there are options such as rehab or nursing homes with dialysis services on location, or home therapy programs available, to provide patient with choices/recommendations.
- Coordinating with the patient and discharge planners to identify appropriate placement for outpatient services according to individual patient preferences, physician orders; vacancy rates and capacity of outpatient dialysis facilities within the market.
- Working closely with appropriate hospital staff/partners and contractors to ensure hospital directives; patient requests; and physician orders are addressed appropriately.
- Collaborating with outpatient dialysis staff and hospital staff/partners and contractors to resolve issues relating to the placement of patients into the outpatient setting.
- Focuses on decreasing the length and number of hospital stays by assessing the outpatient needs of the patient and assisting with the outpatient placement of renal patients into ESRD facilities. The actual format and type of assistance is generally defined in the hospital contract and may include:
- Determining the type of placement needed by the patient - such as determining whether the patient requires/request in-center, nocturnal, or home dialysis.
- Establishing whether there is a need for a vascular access assessment and placement.
- Intervening early into the hospital admission process to identify whether a patient may need a permanent nephrologist and if they do, to arrange nephrology consult and the needed services to discharge to dialysis vs. after dialysis thus contributing to a decrease length of stay.
- Assesses the needs of the hospital for other outpatient services responding to related questions and making suggestions as to how Fresenius can address these needs. Facilitates and coordinates the provision of these other renal services for pre-ESRD and ESRD patients collaborating with the appropriate clinicians to provides services such as: renal education; therapy selection education; access selection education; distribution of area nephrologists or vascular access surgeon listings; insurance and financial education, etc. Assesses related customer service issues and complaints regarding service levels reported by the hospital. Initiates and coordinates the appropriate interventions and action plans to respond, resolve, and follow up, involving the participating of Fresenius (including but not limited to Financial Coordinators, Market Development, and TOPS Specialists) and non-Fresenius staff to accomplish this.
- Develops and maintains an in-depth knowledge of the admissions processes for the local dialysis market to monitor and quickly react to changes which may impact the hospital(s) and patient services provided.
- Maintains extensive knowledge of the support services and options provided within the community to ensure facilitation of outpatient dialysis services is not delayed.
- Collaborates with appropriate hospital representatives (e.g. discharge planners, nurses; physicians; accounting/finance, et al) to obtain appropriate discharge information necessary for outpatient placement, assessing content of the records for content relative to discharge coordination.
- Collects and maintains a database of various metrics. Performs trend analyses and identifies anomalies or discrepancies providing applicable reports and observations to both hospital and FMS management to determine process improvement and to allow FMS Management to consider and discuss returns on investment with the hospital. Metrics administered by HPSS include but are not limited to:
- Statistics related to program performance such as number of discharges to Fresenius vs. non Fresenius location; controllable vs. non-controllable delays; readmission rates/repeat admissions, length of stay; education referrals; and nephrology or vascular access referrals.
- Identifying and reporting market changes that impact the outpatient placement and education services such as new/closing dialysis providers; new/revised admission requirements in the area; new service offerings; and new nephrologists to the market, etc. and responding to these as appropriate.
- Participates in regular meetings with the pertinent hospital management and staff to ascertain hospital's satisfaction with the program and service level.
- Identifies and addresses concerns the hospital may have with the outpatient placement service levels and developing action plans with appropriate FMCNA and hospital staff to effectuate process improvements.
- Identifies process improvements to the outpatient placement process and collaborates with appropriate management and affected parties to implement the process improvements.
- Collaborates with appropriate education and community resources to introduce and educate patients, hospital staff/partners, and or contractors to renal education as requested by the hospital. Coordinates such education as defined within the contract governing the HPSS services (e.g. modality education; vascular access education; basic dialysis insurance, etc.) May educate patients directly if experience and qualifications needs education criteria.
- May be assigned to Patient Services Specialist duties during low census periods within acute programs.
- Other 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.
Position requires significant periods of standing and walking between various hospital departments and patient care floors. Potential for travel between hospital settings for assignments covering multiple hospitals and/or significant travel within an assigned geography/region, particularly if performing Patient Services Specialist duties.
- Bachelor degree with concentration in business or Marketing OR
- Bachelors or Masters prepared Social Worker OR
- RN or LVN/LPN Degree with a minimum of 3 years as practitioner with concentration in discharge planning
- Associates degree plus 2 years Healthcare experience, sales and marketing experience preferred, in lieu of degree OR
- 5+ years Healthcare experience, sales and marketing experience preferred, in lieu of degree.
EXPERIENCE AND REQUIRED SKILLS:
- Prior experience with discharge facilitation preferred.
- Experience dependent on education level described above under education heading.
- Excellent communication skills – written and verbal – with ability to communicate to all levels of personnel.
- Excellent customer service, communication, organizational, time management and interpersonal skills required.
- Detail oriented.
- Strong computer skills with sound working knowledge of Microsoft Office applications – Word, Excel, PowerPoint and Lotus Notes.
- Ability to learn new IS/IT systems required.
- Completion of and compliance with the Marketing and Business Development Functional Compliance Program, Privacy and Security Program and overall Compliance Program.
- Ability to adapt to change and support new policies and procedures in a positive manner.
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.
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