PURPOSE AND SCOPE:

Supervises the daily operations and activities of the PAS/Customer Service Call Center.  Provides direction, guidance, subject matter expertise, training and support to the PAS/Customer Service staff.  Monitors the efficiency and efficacy of the call center ensuring that all patients and other customers seeking assistance with PAS/Customer Service plans are addressed appropriately and professionally in a timely manner by the call center staff.  Contributes to the development of policies and procedures for PAS/Customer Service call center ensuring compliance with all pertinent company, local, state and federal regulations and requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provides oversight of PAS/Customer Service call center daily operations pertaining to planning, design, measurement, and assessment of customer service and other related services. Collaborates and intercedes with the field management to identify and address existing and potential obstacles and issues pertaining to customer service. 
• Supervises the day to day activities of the PAS/Customer Service staff allocating and monitoring the workflow to ensure the accurate and timely completion of assignments according to the SOP time frame and quality standards. 
  • • Ensures efficient and effective use of staff (FTEs) through development and implementation of detailed schedules for employees adjusting assignments according the call volume load.
    • Monitors and performs ad hoc quality checks to ensure staff are productive and are providing the appropriate level of support.
    • Ensures adherence to standard procedures to obtain necessary personal and financial data from patient, patient's representative or referral source to determine eligibility and to complete customer service requests.
    • Ensures staff adheres to and follow established policies and procedures and government regulations regarding the handling of patient and confidential information, and data collection and auditing activities.
    • Ensures operations meet policy and procedure performance metrics, quality improvement program standards, and the requirements of laws and regulations and standards of FMCNA
    • Provides subject matter expertise, support and guidance to staff regarding procedures, issues and problems ensuring appropriate application and resolution.
    • Orients, trains, develops and coaches new PAS/Customer Service Coordinators as well as existing staff to ensure goals and objectives are met.
    • Ensures collaboration with applicable billing groups.
    • Ensures appropriate escalation and referral of patient inquiries, complaints and grievances to the appropriate FMCNA departments according to established procedures.  Acts as the liaison between call center staff and departments and customers to ensure unimpeded resolution of customer service related issues.
    • Monitors staff use of appropriate call tracking and customer service software application to ensure accurate record/documentation of customer interactions, transactions, requests and finalization.
• Supervises departmental workflow procedures and service levels.  Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved customer satisfaction.
• Monitors operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction.
• Holds weekly/bi-weekly staff Quality Assessment/Improvement meetings. 
• Uses benchmarks to ensure performance is above or meets standards.
• Provides continual informal feedback to staff throughout the year and formal feedback through the annual performance evaluation process.
• Supervises the department staffing through appropriate hiring, firing, and disciplinary actions.
• May assist with a small case load as needed.

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.

SUPERVISION:

• Patient Admission Service/Customer Service Coordinators

EDUCATION:

• Bachelor's Degree in healthcare or combination of equivalent education and experience.

EXPERIENCE AND REQUIRED SKILLS:             

• 2 - 3 years' experience as a PAS/Customer Service Coordinator; or 1 - 3 years' experience as a Supervisor.
• Demonstrated leadership and management competencies and skills.
• Excellent verbal and written communication skills.
• Good skills in customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making.
• Demonstrated skills in diversity management and performance management.
• Computer proficiencies:  Microsoft Excel and/or Access, PowerPoint, Word, Taske software a plus.
• Must complete the required compliance and FMCNA orientation and training modules and attend ongoing training and development programs within the specified time line.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.