Case Manager I (Remote)

**Must live in PST time zone.

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.

• Provides sales and relationship support to the FKC Sales and Account Management organization.

• Utilizes knowledge of FKC, the admissions process and the various supporting programs to promote these to the patient

• Drives the process for onboarding all patients from the time of referral through arrival and adjustment to the clinic environment.

• Works with the internal resources to facilitate admissions, ensuring each patient receives a superior admission experience.

CUSTOMER SERVICE:

Responsible for driving the FKC 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 initiative and action to respond, resolve and follow up regarding customer service issues in a timely manner.

PRINCIPAL RESPONSIBILITIES AND DUTIES 

• Primary function is to provide superior customer service and admission support to patients with the primary metric of decreasing avoidable patient cancellations prior to first treatment and maintaining low cancellation rates in the area of responsibility.

• Utilizes critical thinking skills, judgment, independent analysis, time management skills and knowledge of FKC programs

• Conducts one on one contacts with all referred patients

• Markets our services and facilitates the admission
• Eases the patient's transition into the dialysis facility, calming anxieties about starting dialysis
• Provides education on what to expect on the first day of outpatient dialysis and after beginning treatment

• Facilitates and coordinates the admission process for all patients being referred for dialysis services

• Is immediately notified of a patient referral
• Contacts patient/caregiver to develop an early relationship with the patient and affect the positive outcome of the placement
• Works with the PAS to escalate admissions issues according to established procedures to ensure timely resolution
• Works with the applicable clinical manager(s) to accommodate shift requests post first treatment, when available

• Serve as a liaison between the patient and the dialysis facility prior to first treatment

• Provide support to caregivers prior to patient start

• Negotiate minor clinic issues and concerns as appropriate

• Provide education referral for home modalities and treatment options where appropriate

• Ensures resolution of all issues and provides exceptional service recovery with patients and referral sources.  Removes avoidable barriers to patient placement and enhances perception of FKC customer service with patients and indirectly with referral sources.

• Exhibits knowledge of both commercial and non-commercial providers of benefits.  Assures that patients and families understand payer benefits and options or directs communication with Insurance Coordinators as needed.

• Develops and maintains an extensive knowledge of the dialysis business and the support services provided by FKC and within the community.

• Maintains knowledge of the local market as well as industry trends in order to monitor and quickly react to changes which may impact the company and the patient services provided.  Provides regular communication to management regarding program status, customer service issues, and obstacles affecting the referral and admissions process.

• Conducts regular business analysis and develops, implements, and evaluates effective weekly, monthly and quarterly business plans.  Meets regularly with management to review and revise these plans.

• Consistently meets patient placement objectives as established by management.  Maintains acc