Offer summary

Qualifications:

Bilingual in Spanish and English is required., Leadership experience is preferred., Strong computer skills, including proficiency in Microsoft Office and databases., Knowledge of quality assurance tools and relevant regulatory requirements, including PCI and HIPAA laws..

Key responsabilities:

Implement and evaluate quality assurance standards and procedures.

Document internal audits and investigate patient complaints.

Prepare reports on quality activities and identify training needs for staff.

Coach and train staff on performance improvement and negotiation techniques.

Job description

PURPOSE AND SCOPE:

Utilizing applied knowledge, the Sr. Patient Account Representative – Collections assists the Quality Assurance department. Ensuring services are met and established standards of quality assurance are followed. In addition to departmental auditing, it includes performance and the development of call center staff in relation to increasing performance and departmental standards.

Principal Duties and Responsibilities:

Understand and implement quality assurance standards
Evaluate the adequacy of quality assurance standards
Create sampling procedures and directions for recording and reporting quality data
Review the implementation and efficiency of quality and inspection systems
Document internal audits and other quality assurance activities
Investigate patient complaints and non-adherence issues
Collect and compile quality data
Responsibility for tracking, researching, and responding to complaints
Analyze data to identify areas for improvement in the quality system
Prepare reports to communicate outcomes of quality activities
Identify training needs and organize refresher training meetings to meet quality standards
Evaluate audit findings
Confirm ongoing compliance with quality and industry regulatory requirements
Coach staff on techniques to increase performance
Develop methods to assist staff in performance areas
Teach/train negotiation techniques to staff
Create various job aid training documents
Educate staff about collection methods
Document strategies for new approaches to handling patient calls
Follows processes and operational policies in selecting methods and techniques for obtaining solutions
Understands and recommends changes to policies and establishes procedures that affect immediate organization(s)
Frequently interacts with supervisors, patients, managers, and other internal FMC employees normally involving matters between functional areas, other company divisions or departments, or customers
Participates and presents at meetings with internal and external representatives. Often leading a cooperative effort among members of a project team
Interacts with internal departments and external customers, particularly in problem-resolution
Acts as an advisor to subordinate(s) to meet schedules and/or resolve technical problems
Assist with various projects as assigned
Other duties as assigned

EXPERIENCE AND REQUIRED SKILLS:

Bilingual Spanish/English required
Must be willing to work 8 am – 5 pm CST
Leadership experience preferred
Quality auditing experience preferred, but not required
Product or industry-specific experience
Strong computer skills including Microsoft Office and databases
Knowledge of tools, concepts of QA and Employee Development
Knowledge of relevant regulatory requirements
PCI/HIPAA Laws
NICE Call Recording
Service observing experience

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.

If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form

EOE, disability/veterans

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