Patient Support Specialist - Remote

PURPOSE AND SCOPE:

Conducts telephonic casework activities through intake, review, and management of patient grievances and possible voluntary discharges from FKC Clinics. Maintains records and provides ongoing management of cases in compliance with business unit and company standard operating procedures and all local, state, and federal regulatory requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Serves as the primary contact between the patient and internal partners regarding voluntary possible patient discharge and Patient Grievances to support patients and the patient care team.
• Identifies and communicates opportunities for Service Excellence and Service Recovery.
• Manages the CoC process from the initial request for possible discharge to the final decision ensuring all aspects of patient confidentiality are maintained, and all stakeholders are kept updated.
• Conducts outreach to patients/proxy via telephone to discuss the discharge request and identify barriers to a positive experience.
• Ensures all required data for communication to the field are collected, completed, and communicated according to the established standard procedures and compliance with all regulatory requirements.
• Obtains the necessary information to initiate the process utilizing the appropriate systems (eQuip, eCC, CTH, Navex) and through communication with the patient's Care Team.
• Utilizes the appropriate systems and applications to perform research, ensure accurate documentation for CoC and Grievance cases and take appropriate action to resolve inquiries.
• Intake, identify and request the relevant information needed to investigate a grievance case.
• Provide a concise grievance case summary for the field to review, follow up and respond.
• Manages approximately 150-250 cases per month, ensuring timely responses are received and communicated; Escalates as necessary and appropriate.
• Follows up with involved parties via telephone to ensure satisfaction with provided resolution.
• Assist with various projects as assigned by direct supervisor.
• Performs other related duties as assigned.

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.
• Contact center environment interacting telephonically with patients/representatives, facility staff, and field leadership.
• May be required to work off-hours or Holidays on occasion.
• Ability to work independently in a home office setting maintaining HIPPA compliant workspace.

EDUCATION AND REQUIRED CREDENTIALS:

• High School Diploma required; Associate Degree desirable; Bachelor's degree strongly preferred.

EXPERIENCE AND SKILLS:

• 2-4 years' contact center experience; Familiarity with medical terminology
• Strong customer service, communication, organizational and interpersonal skills required.
• Must be resilient and able to overcome objections and pushback. Capacity to navigate stressful situations with ease.
• Requires excellent communication (verbal and written), and data entry skills.
• Proficient computer skills essential; Standard Microsoft Office applications: email, word processing, spreadsheets, and presentation; Web-based programs and document management platform.
• Ability to adapt to change and support new policies and procedures in a positive manner.

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.