PURPOSE AND SCOPE:

Supervises the daily operations and activities of the Electronic Intake team.  Provides direction, guidance, subject matter expertise, training and support for the Electronic Intake staff.  Facilitates the monitoring of the efficiency and efficacy of Support Center offices to ensure the highest quality of customer service to patients and other clients seeking placement. Assists with the development of policies and procedures for the Support Centers to ensure compliance with all pertinent company, local, state and federal regulations and requirements.  Contributes to the development of policies and procedures for Electronic Intake ensuring compliance with all pertinent company, local, state and federal regulations and requirements.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Provides oversight of Electronic Intake daily operations pertaining to planning, design, measurement, and assessment of quality and data integrity and other related services. Collaborates and intercedes with management to identify and address existing and potential obstacles and issues pertaining to electronic intake referrals. Supervises the day-to-day activities of the Electronic Intake 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 to the referral load.Monitors and perform 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's representative or referral source to determine eligibility and to complete referral placement 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 Electronic Intake Coordinators as well as existing staff to ensure goals and objectives are met.Ensures collaboration with business partners.Ensures appropriate escalation and referral of patient inquiries if pertinent data is missing to prevent creation.Monitors staff to ensure accurate record/documentation of placement referrals and all other EIC processes and procedures.Supervises departmental workflow procedures and service levels.  Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements and improved efficiency.Monitors operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and referral source 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, termination, and disciplinary actions.May assist with a daily productivity load as needed.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.

SUPERVISION:

Patient Admission Service/Electronic Intake Coordinator

EDUCATION:

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

EXPERIENCE AND REQUIRED SKILLS:             

2 - 3 years' experience as a PAS/Electronic Intake 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 timeline.

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