Support Services Trainer

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.  

Ensures the provision of high quality service levels by developing, planning and executing competency-based training and development programs for Fresenius Vascular Care Front Desk Coordinators (FDC) including new hire orientation, processes and procedures, skill development, and providing ongoing training of personnel to address identified issues and areas of concern.  Acts as the department liaison for FVC service enhancements and/or new products from FVC Quality, Regulatory, Medical or Operations and/or JACHO to create mandatory training or improvements to current training and procedures.   Performs Quality Assurance audits reviewing and analyzing department processes, procedures and service levels developing action plans to ensure resolution.

  

PRINCIPAL DUTIES AND RESPONSIBILITIES:   



* Utilizes thorough and advanced knowledge and experience of services provided, of FVC Support Services and Revenue Cycle department systems and standard operating procedures to plan, design and develop training material and lesson plans for delivery to the Front Desk Coordinators (FDC).  Plans and conducts audits of services provided, identifying areas of concern and underperformance, developing action plans - including training- to address these issues. 


* Develops, designs, prepares, coordinates and delivers experience-based training curricula, content for all new FDC's to fully prepare the employee for the particular role.  Content includes Vascular Care processes and procedures, orienting new employees to company standards, protocols, and practices, providing training in telephone skills, business etiquette, and customer service standards and procedures, and the pertinent computer system applications. 


* Develops, designs, plans and conducts training for current employees to ensure understanding of clinical procedures, computer applications, and work flow procedures through demonstration, and/or written and/or verbal communications.

Frequently reviews and evaluates material updating and making improvements to the training curriculum as necessary.   


* As part of the Quality Assurance audits, conducts needs assessments for FDC's and Revenue Cycle Dept.

staff, determines the best method of training and adjusts training content to meet the individual needs and address deficiencies to ensure the provision of consistent and high level service.  Conducts monthly or quarterly evaluations to ensure strong on-going performance of all personnel.  Responds to feedback regarding the performance levels of the department personnel addressing underperformance issues with targeted education and training action plans to ensure improved outcomes. 


* Maintains and updates training materials and other resources such a...