VP, Patient Admissions Operations - Fresenius Medical Care Holdings, Inc.

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 company policy requirements.

Establishes and drives strategy and direction of the Patient Admissions Services Office (PAS) providing overall direction and leadership to PAS Management Team to ensure the successful implementation of initiatives and programs to support the patient admissions process.  Partners with the senior management team to establish and execute strategic plans, long-range objectives and policies for the Patient Admission Services Office ensuring alignment with the company goals pertaining to standardization, consistency and efficiency, and growth. Provides direction to the PAS Senior Directors regarding facilitating the growth of the dialysis business by promoting and marketing the services provided and ensuring appropriate local placement services.  Designs and develops policies and procedures for call center and admissions staff providing general oversight for the implementation to ensure consistency in application and compliance with all pertinent company, local, state and federal regulations and requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Utilizes in-depth knowledge and understanding of the business and the patient admissions function to define and set the strategic direction and development of a business plan for the patient admissions program to support operations and achieve growth.   Collaborates with the Senior Directors to implement corporate PAS initiatives locally and to align each local PAS business plan and program objectives with those of company. Ensures and facilitates the appropriate communication to executives and management to support the successful implementation of initiatives and programs to address local business needs.
• Provides general direction and oversight of patient admissions call center operations nationally pertaining to the planning, design, measurement, and assessment of admissions services for Fresenius Medical Services to ensure standardization of practices and processes, consistency in application and implementation, and eliminate variability. 
• Supervises, directs and develops the Senior PAS Directors providing guidance, advice, subject matter expertise and support as needed. 
• Contributes to the improvement of outcomes and efficiencies by ensuring the PAS management team is properly trained and motivated towards meeting related goals and objectives.
• Provides counseling, support, and encouragement regarding professional growth as appropriate.  
• Ensures all department staff members are in full compliance with all policies through constant and consistent reinforcement as well as documented observation.
• Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process, counseling and working with the staff member to establish individual short and long term performance goals.  
• Manages the staffing through the appropriate hiring, firing and disciplinary actions in collaboration with Human Resources partners.
• Ensures the appropriate collaboration with HR resources to recruit and interview candidates for the open positions.
• Follows the FMCNA process regarding obtaining recommendations for employment and promotion offers for candidates according to selection standards. 
• Works with HR to ensure execution of offer letters and appropriate completion of other related new hire and promotion paperwork according to FMCNA policies and procedures.
• Collaborates with Senior PAS Directors to develop, implement and update PAS program standard operating procedures and policies ensuring consistent implementation and application.   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.  Reviews reports from PAS Senior Directors regarding Quality Assessment meetings and other performance indicators and measures to ensure appropriate service levels are maintained.  Addresses any identified issues and adverse complaint and other trends.  Researches industry and competitive programs and implements best practices as appropriate to improve service levels.
• Provides oversight and guidance regarding the development of systems and mechanisms to evaluate and improve performance ensuring the appropriate collaboration with partners and senior management to develop successful standard and consistent practices and processes to facilitate achievement of quality and financial outcomes and evaluating programs and mechanisms to ensure effectiveness.
• Facilitates and supports business growth providing insight, analysis, and strategic recommendations to the PAS Senior Directors regarding proactive actions to effectively market and admissions office services to all staff in dialysis clinics and outside/non-affiliated physicians.  Ensures the appropriate provision of education to physicians and other referral bases about the patient intake and admission processes and that concerns and issues are addressed appropriately. 
• Collaborates with Business Development, Managed Care, Finance, Marketing, and other groups to develop protocols and procedures to contribute to customer satisfaction and to address patient and physician concerns and issues regarding the admissions process.  Follows up with the pertinent party as needed.
• Maintains current knowledge regarding industry best practices.  Evaluates, identifies, and recommends systems and practices that would enhance and improve admissions process. Implements as appropriate.
• Manages operational resources and correlates to production activity and budget-to-actual results ensuring budget is maintained  concerning systems, FTEs and hours worked
• Other duties as assigned.

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. Day to day work includes desk and personal computer work and interaction with patients, facility staff and physicians.  Travel to local and regional locations and physicians' practices required.

SUPERVISION:

• Patient Admissions Services management team and reports.

EDUCATION:

• Bachelor's Degree required;
• Advanced education preferred.

EXPERIENCE AND REQUIRED SKILLS:  

• 10 years of directly related call center /customer service management experience, preferably in health care environment.
• 12 years of demonstrated management and leadership competencies and skills.
• Experience managing teams of 200+ employees (Both permanent and contract staff).
• Excellent verbal and written communication skills - must be able to communicate with all levels of personnel.
• Strong customer service skills, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making.
• Must have working knowledge of the reimbursement and insurance verification process.
• A fundamental knowledge of managed care 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.
• Computer proficiencies:  Microsoft Excel, PowerPoint, Word, Vizio, Workflow Technologies.
• Demonstrated skills in diversity management and performance management.

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.

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.