Hospital & Patient Services Manager

Fresenius Medical Care•Austin, TX

6d•Onsite

About The Position

This role utilizes knowledge of clinics, the admissions process, and supporting programs to promote them to patients and external customers, including hospital discharge planners, referring physicians, and other personnel involved in patient placement within an assigned market. The manager works with Patient Admissions Services (PAS) staff to facilitate admissions, ensuring a superior admission experience and appropriate clinic placement, ideally with a desirable treatment shift schedule. Additional responsibilities are within FMCNA-affiliated Acute Programs. The role supports FMCNA’s mission, vision, core values, and customer service philosophy, and adheres to the FMCNA Compliance Program, including regulatory and FMS policy requirements.

Requirements

Bachelor’s Degree required.
2 – 5 years’ related experience; or a Master’s degree with no experience; or equivalent directly related work experience.
Strong interpersonal skills with the ability to develop and cultivate productive relationships.
Ability to communicate with all levels of peers and management in a respectful and tactful manner.
Ability to respond effectively to sensitive inquiries.
Excellent oral and written communication skills.
Detail oriented with excellent customer service, organizational and interpersonal skills.
Professional appearance required.
Good computer skills with proficiency in Microsoft Office applications.
Completion of and compliance with the Marketing and Business Development Functional Compliance Program.
Must maintain a drug-free workplace in accordance with applicable federal and state laws.

Nice To Haves

Sales and/or account management experience highly preferred.

Responsibilities

Contributes to and grows clinic patient census/treatment volume and improves commercial mix by providing superior customer service and admission support to referral sources and patients.
Builds, establishes, and maintains referral source relationships.
Develops and maintains strong relationships with new and existing partners to build the referral base.
Conducts one-on-one contacts with patients identified for admission to facilities to market services and facilitate admission.
Facilitates and coordinates the admission process for all patients referred for Dialysis Services.
Provides outreach to hospitals and physician offices in the defined market to facilitate a timely admission.
Collaborates with appropriate physicians and hospital staff to obtain information necessary for outpatient placement.
Escalates admissions issues and problems according to established procedures to ensure timely resolution.
Works with applicable clinical manager(s) to accommodate shift requests as appropriate.
Assures that patients and families understand payer benefits.
Develops and maintains extensive knowledge of the dialysis business and the support services provided by clinics and within the community.
Develops and maintains knowledge of the local market and industry trends to monitor and react to changes impacting the company and patient services.
Provides regular communication to management regarding program status, customer service issues, and obstacles affecting the referral and admissions process.
Conducts market analysis and develops, implements, and evaluates effective weekly, monthly, and quarterly marketing plans.
Meets regularly with management to review and revise marketing plans.
Consistently meets sales & marketing call objectives as established by management.
Maintains accurate and timely account data and completes call reports as required.
Conducts professional sales presentations to all customers.
Participates in community outreach programs as determined by the marketing plan.
Determines referral source satisfaction with the admissions process and dialysis services.
Collaborates with internal customers to effect positive customer service changes where required.
Collaborates with internal and external resources to provide new patients and referral source partners with renal education as requested.
Reviews and complies with the Code of Business Conduct and all applicable company policies, procedures, local, state, and federal laws and regulations.
May refer to senior level staff for assistance with higher-level problems.
Escalates issues to supervisor/manager for resolution as deemed necessary.
Assists with various projects as assigned by direct supervisor.
Other duties as assigned.
In FMCNA-affiliated Acute Programs, develops and maintains knowledge of admissions processes for the local dialysis market, including all area dialysis providers.
Facilitates the placement of in-patient dialysis (FMCNA-affiliated AND non-affiliated) patients into the out-patient setting, coordinating with the patient and discharge planners to identify appropriate placement for outpatient dialysis services according to patient preferences, physician orders, and capacity of outpatient dialysis facilities within the market.
Collaborates with outpatient dialysis staff and hospital staff/partners to resolve issues relating to the placement of patients into the outpatient setting.
Assesses related customer service issues reported by the referral source.
Focuses on decreasing hospital length of stay by intervening early in the discharge process to impact timely discharge, discharge to vs. after dialysis, and readmissions.
Facilitates and coordinates the provision of renal services for pre-ESRD and ESRD patients by collaborating with appropriate clinicians to provide services such as renal education, treatment option education, vascular access education, insurance and financial education, etc.
Additional responsibilities may include focus on one or more departments or locations.