Patient Admissions Service Trainer (Remote)

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.

Facilitates the monitoring of the efficiency and efficacy of Call Center offices to ensure the highest quality of customer service to patients and other clients seeking placement.

Assists with the development of policies and procedures for the Call Centers to ensure compliance with all pertinent company, local, state and federal regulations and requirements.  

 

PRINCIPAL DUTIES AND RESPONSIBILITIES:


* Under the general supervision of the Director of Quality and Training, works to ensure UltraCare for all FMS patients and referral sources through the preparation of Patient Admissions staff with competency-based training and development.


* Creates plans, and executes all formal training within the Patients Admissions Services (PAS) Office including new hire training orientation and ongoing training of personnel as necessary.


* Educates staff regarding the company's expectations for the provision of outstanding customer service to external and internal customers.


* Develops the curricula, directly and in collaboration with appropriate FMCNA Departments, for initial and on-going education relative to a customer service role covering admissions processing of End Stage Renal Disease (ESRD) patients.


* Provides training to ensure the staff members are sensitive to the patient's vulnerable state of mind as well as training regarding Peritoneal Dialysis (PD), and hemodialysis treatments.


* Collaborates with the Education Department to ensure training guidelines and materials are consistent with principles of adult education.


* Serves as the department resource for all Patient Admissions procedures and practices and Continuous Quality Improvement (CQI).

Ensures policies and procedures are current and accurate and makes appropriate revisions based upon business need and operational changes, consistent with company directives.


* Educates PAS team on policies and updates.

Monitors and evaluates, through CQI, the success of policy and procedure implementation.


* Communicates CQI information/outcomes to appropriate Customer Service team members and educates Team Leads on how to implement and monitor an action plan.


* Serves as the department resource for all questions regarding Admissions policies and procedures.


* Maintains resources library for documentation of all Fresenius Admissions policies and procedures.


* Responsible for scheduling clinic visits for new employees.


* Plans and conducts regular training and calibration sessions for current employees to ensure understanding of standard Admissions practices and procedures.

Incorporates remedial education as necessary, based on performance outcomes.


* Conducts needs assessments for PAS department staff, determines methods of trai...