CAO Hospital Services Specialist occupation at Fresenius Medical Care in Memphis

Fresenius Medical Care is looking of CAO Hospital Services Specialist on Sun, 30 Jun 2013 13:28:51 GMT. 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. Utilizes in-depth knowledge of dialysis admissions processes within a defined market to assess and facilitate the transition of hospital in-patient dialysis patients into an outpatient end stage...

CAO Hospital Services Specialist

Location: Memphis Tennessee

Description: Fresenius Medical Care is looking of CAO Hospital Services Specialist right now, this occupation will be placed in Tennessee. More complete informations about this occupation opportunity kindly read the description below. PURPOSE AND SCOPE:
Supports FMCNA’s mission, vision, core values and customer service philosophy. Adheres to the FMCNA Compliance Program, including foll! owing all regulatory and FMS policy requirements.

Utilizes in-depth knowledge of dialysis admissions processes within a defined market to assess and facilitate the transition of hospital in-patient dialysis patients into an outpatient end stage renal disease (ESRD) facility. Contributes to a decreased length and number of hospital stays by applying knowledge of ESRD locations and their specific admissions protocols to ensure the provision of the appropriate discharge placement services for ESRD patients. Per the specific contract with the hospital, this may include assessing patient need for other outpatient services and collaborating with service providers and practitioners for provision of the services. Maintains communication with Pre-ESRD and ESRD (collectively renal) patients, physicians treating those patients (e.g. nephrologists, hospitalists, intensivists, et. al), discharge planners, hospital staff, community resources, educational professionals, etc. to e! nsure service satisfaction. Develops and maintains data for me! tric/performance reporting to the hospitals serviced and FMS Management.
Position is primarily based in a hospital, hospital system, or group of unaffiliated hospitals. The position may or may not involve work with an FMCNA affiliated Acute Program.

DUTIES / ACTIVITIES :
CUSTOMER SERVICE:
Responsible for driving the FMS culture through values and customer service standards.

Accountable for outstanding customer service to all external and internal customers.

Develops and maintains effective relationships through effective and timely communication.

Takes the initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
PRINCIPAL RESPONSIBILITIES AND DUTIES

Leverages knowledge of outpatient dialysis services provided by renal providers in the market area (both Fresenius and non Fresenius providers) and other local outpatient service prov! iders to advise and assist hospitalized renal patients, hospital staff and discharge planners to identify, organize and coordinate the various providers and services to meet the needs of the renal patient and the hospital services contract.

Facilitates the placement of in-patient dialysis patients into the out-patient setting by:

• Using detailed knowledge regarding the dialysis facilities and modalities offered within the assigned market, and whether there are options such as rehab or nursing homes with dialysis services on location, or home therapy programs available, to provide patient with choices/recommendations.
• Coordinating with the patient and discharge planners to identify appropriate placement for outpatient services according to the individual patient preferences; physician orders; vacancy rates and capacity of outpatient dialysis facilities within the market.
• Working closely with appropriate hospital staff/partners and ! contractors to ensure hospital directives; patient requests; and physic! ian orders are addressed appropriately
• Collaborating with outpatient dialysis staff and hospital staff/partners and contractors to resolve issues relating to the placement of patients into the outpatient setting.

Focuses on decreasing the length and number of hospital stays by assessing the outpatient needs of the patient and assisting with the outpatient placement of renal patients into ESRD facilities. The actual format and type of assistance is generally defined in the hospital contract and may include:

• Determining the type of placement needed by the patient â€" such as determining whether the patient requires/requests in-center, nocturnal or home dialysis.
• Establishing whether there is a need for a vascular access assessment and placement.
• Intervening early into the hospital admissions process to identify whether a patient may need a permanent nephrologist and if they do, to arrange nephrology consult and the neede! d services to discharge to dialysis vs. after dialysis thus contributing to a decrease length of stay.

Assesses the needs of the hospital for other outpatient services responding to related questions and making suggestions as to how Fresenius can address these needs. Facilitates and coordinates the provision of these other renal services for pre-ESRD and ESRD patients collaborating with the appropriate clinicians to provide services such as: renal education; therapy selection education; access selection education; distribution of area nephrologists or vascular access surgeon listings; insurance and financial education, etc. Assesses related customer service issues and complaints regarding service levels reported by the hospital. Initiates and coordinates the appropriate interventions and action plans to respond, resolve and follow up, involving the participation of Fresenius ( including but not limited to Financial Coordinators, Market Development staff and TOPS ! Specialists) and non-Fresenius staff such as to accomplish this.
Develops and maintains an in-depth knowledge of the admissions processes for the local dialysis market to monitor and quickly react to changes which may impact the hospital(s) and patient services provided.

Maintains extensive knowledge of the support services and options provided within the community to ensure facilitation of outpatient dialysis services is not delayed.

Collaborates with appropriate hospital representatives (e.g. discharge planners; nurses; physicians, accounting/finance, et al.) to obtain appropriate discharge information necessary for outpatient placement, assessing content of the records for content relative to discharge coordination.

Collects and maintains a database of various metrics. Performs trend analyses and identifies anomalies or discrepancies providing applicable reports and observations to both hospital and FMS management to determine process improvements and to allow FMS Management to consider and discuss return! s on investment with hospital. Metrics administered by HSS include but are not limited to:

• Statistics related to program performance such as number of discharges to Fresenius vs Non Fresenius locations; controllable vs. non-controllable delays; readmission rates/repeat admissions, length of stay; education referrals; and nephrology or vascular access referrals.
• Identifying and reporting market changes that impact the outpatient placement and education services such as new/closing dialysis providers; new/revised admission requirements in the area; new service offerings; and new nephrologists to the market, etc. and responding to these as appropriate.

Participates in regular meetings with the pertinent hospital management and staff to ascertain hospital’s satisfaction with the program and service level.

• Identifies and addresses concerns the hospital may have with the outpatient placement service levels and developing a! ction plans with appropriate FMCNA and Hospital staff to effectuate pro! cess improvements;
• Identifies process improvements to the outpatient placement process and collaborates with appropriate management and affected parties to implement the process improvements.

Collaborates with appropriate education and community resources to introduce and educate patients, hospital staff/partners and/or contractors to renal education as requested by the hospital. Coordinates such education as defined within the contract governing the HSS services (e.g. modality education; vascular access education, basic dialysis insurance etc.). May educate patients directly if experience and qualifications meets education criteria.

May be assigned to Patient Services Specialist duties during low census periods within acute programs.

Other duties as assigned.

Addendum:
For acute contracts designed with risk sharing between FMCNA and the Hospital, the HSS will focus primarily on the support of the acute program and r! eduction of acute therapies and readmissions. In cases of risk sharing, the HSS may perform all of the above functions with the focus on facilitating discharge placements of hospital inpatient dialysis patients. These placements may be to any outpatient dialysis facility or only to FMCNA locations. May work with a Renal Inpatient Case Manager (RICM) to facilitate the outpatient placement. In cases where both an HSS and RICM service a hospital, the HSS and RICM will collaborate to decrease the length of stay and readmission rates. The HSS focus will be primarily on the non-clinical, renal related discharge coordination functions while the RICM will be focused on the clinical care of the patient while in the in-patient setting and coordination of the appropriate clinical care, education and interventions post discharge to decrease readmission rates.

PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described! here are representative of those an employee encounters while performi! ng the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position requires significant periods of standing and walking between various hospital departments and patient care floors. Potential for travel between hospital settings for assignments covering multiple hospitals and/or significant travel within an assigned geography/region, particularly if performing Patient Services Specialist duties.

EDUCATION:
Bachelor degree with concentration in business or Marketing OR

Bachelors or Masters prepared Social Worker OR

RN or LVN/LPN Degree with a minimum of 3 years as practitioner with concentration in discharge planning

Associates degree plus 2 years Healthcare experience, sales and marketing experience preferred, in lieu of degree OR

5+ years Healthcare experience, sales and marketing experience preferred, in lieu of d! egree.

EXPERIENCE AND REQUIRED SKILLS:
Prior experience with discharge facilitation preferred.

Experience dependent on education level described above under education heading.

Excellent communication skills â€" written and verbal â€" with ability to communicate to all levels of personnel.

Excellent customer service, communication, organizational, time management and interpersonal skills required.

Detail oriented.

Strong computer skills with sound working knowledge of Microsoft Office applications â€" Word, Excel, PowerPoint and Lotus Notes.

Ability to learn new IS/IT systems required.

Completion of and compliance with the Marketing and Business Development Functional Compliance Program, Privacy and Security Program and overall Compliance Program.

Ability to adapt to change and support new policies and procedures in a positive manner.
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If you were eligible to this occu! pation, please email us your resume, with salary requirements and a res! ume to Fresenius Medical Care.

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This occupation starts available on: Sun, 30 Jun 2013 13:28:51 GMT

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