Director - Central Admissions (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.

Provides leadership and strategic vision, developing long-range objectives and policies and ensuring the appropriate execution of initiatives to support the patient admissions process within the FMS Division.  Provides oversight, support and direction to staff in the Division centralized admissions call center.   Provides direction and guidance to the call center supervisors to ensure the appropriate monitoring of the efficiency and efficacy of the call center and the provision of the highest quality customer service to patients and other customers seeking admissions and admissions information.  Provides for the growth of the dialysis business in the division by marketing the services provided and ensuring appropriate local placement services.  Collaborates with other division Directors Centralized Admissions Office (CAO) to develop and implement policies and procedures for call center and admissions staff ensuring compliance to all pertinent company, local, state and federal regulations and requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:


* Sets the strategic direction and develops and executes on a business plan for the centralized admissions program to support division operations and achieve growth.   Contributes to the achievement of division and company goals by aligning CAO business plan and program objectives with those of division and company.


* Provides direction and oversight of admissions call center operations pertaining to the planning, design, measurement, and assessment of admissions services for the division.  Provides guidance, advice and support to Centralized Admissions Office Managers acting as the subject matter expert and resource as needed.


* Provides guidance, advice and expertise to CAO supervisors and Patient Services Representatives.  Provides informal feedback throughout the year and formal feedback through the annual performance appraisal process.  Manages the department staffing through the appropriate hiring, firing and disciplinary actions.


* Collaborates with VPs Operations Support and other FMS Division Directors CAO to develop, implement and update CAO program standard operating procedures and policies.   Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction.


* Holds monthly Quality Assessment/Improvement meetings and posts results of performance of call center regarding quality of service and other service indicators. 


* Reviews evaluation benchmarks with supervisors to ensure performance is above or meets standards.


* Utilizes formal customer satisfaction surveys and informal customer feedback to coach staff a...