Telephonic Case Manager

PURPOSE AND SCOPE:

Promotes quality patient care, ongoing patient support and case management for Fresenius Medical Care (FMCNA) renal

patient population (internal and external) by providing guidance, support, care coordination, education and other case management functions as defined by the pertinent program. Manages the implementation of the pertinent program as assigned while acting as the subject matter expert and resource for patients, dialysis staff, physicians and other healthcare professionals.  Services are generally provided telephonically but there may be programs where on-site visits to clinics, medical office, hospital are required.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Utilizes nursing knowledge and judgement, data analysis, time management skills, review of medical information, collaboration with clinical and non-clinical members of the healthcare team, and knowledge of clinical processes to develop and facilitate coordination of care for value-based program patients via telephonic support.
• Leads the assessment of patient conditions, in conjunction with clinic staff, such as the discovery of unreported medical and social conditions, or changes at home that may lead to adverse outcomes and ensures these concerns are referred to the appropriate sources for attention. Utilizes good documentation practices to accurately document interactions with members, members’ health records, caregivers, and other stakeholders. Maintains and updates the appropriate software/tracking logs of patients in the program to manage and record required information and data. Generates and analyzes reports as needed for management, identifying trends, anomalies, and areas of concern.
• Utilizes clinical judgment, independent analysis, critical thinking skills, time management skills and detailed knowledge of case management program.
• Adheres to company, department, program policies and clinical guidelines to identify, review, assess and allocate patients for program participation according to their identified needs.
• Acts as a representative of the Nursing and Clinical Services department in collaborating with the FMCNA Medical Office and with the clinical staff, physicians, and other members of the patient’s healthcare team, to develop an individualized and comprehensive plan of care according to the applicable program specifications.
• Leads and ensures the coordination and integration of services as planned in the pertinent program while revising the plan as needed to provide high quality continuity of services and cost-effective service delivery.
• Utilizes motivational interviewing techniques to influence members to engage in their own care.
• Builds collaborative, productive relationships with teammates, members, and other stakeholders.
• Participates in process improvement activities.
• Self-manages worktime to ensure completion of assigned work during scheduled shifts.
• Adheres to scheduled shifts, being “in your seat” at scheduled time and prepared to begin work. Communicates proactively to direct supervisor any deviations from scheduled shifts.
• Maintains current and accurate nursing knowledge and best practice guidelines, including specifics regarding chronic kidney disease and end-stage renal disease.
• Evaluates program processes and makes recommendations to management that will improve the effectiveness and efficiency of the program.
• Acts within state’s RN Scope of Practice in all situations.
• Maintains the integrity of Protected Health Information (PHI).
• Complies with all departmental required data collection and auditing activities.
• Participates in quality improvement activities and project-based work as instructed by direct supervisor.
• Improves job-related capabilities through continuing education, professional seminars, and technical workshops.
• Collaborates with providers and dialysis clinics to identify and mitigate hospitalization and mortality risk for members.
• May refer to senior level staff for assistance with higher level problems that may arise.
• Escalates issues to supervisor/manager for resolution, as deemed necessary.
• 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.
  • This job operates in an office setting. While performing the duties of this job, the employee is regularly required to talk and hear. This role routinely and frequently uses a desk and standard office equipment such as computers, phones, and photocopiers with repetitive motion. 
  • This position requires approximately 0% to 10% travel.

SUPERVISION:

• None

EDUCATION AND REQUIRED CREDENTIALS:

• Bachelor’s Degree preferred
• Active, unrestricted, compact-state RN license required
• Certified Case Manager (CCM), preferred.
• Certification in nephrology specialty (CNN, CDN) a plus.

EXPERIENCE AND SKILLS:        

• 2 – 5 years’ bedside nursing experience required. Dialysis nursing experience preferred but not required.
• Must exhibit excellent communication skills and be able to collaborate via telephonic interaction with both clinical and non- clinical team members to facilitate desired care coordination outcome.
• Well-developed motivational interviewing techniques.
• Excellent verbal and written skills.
• Excellent analytical skills.
• Proficient in word processing, spreadsheet, and email applications.
• Proven ability to be a team player.

ACKNOWLEDGEMENT:

I acknowledge that I have read and accepted this job description. I understand what is expected of me in this position, and I am able to perform the essential functions as outlined with or without reasonable accommodation. Furthermore, I understand that the duties and responsibilities listed in this job description are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.  If I have any questions about duties and responsibilities not specified in this job description that I am asked to perform, I should discuss them with my immediate supervisor or my Human Resources representative.

ADDENDUM:

Remote RN Team — GLP-1 Initiative

We are starting up a dedicated remote RN team to support the management and ongoing monitoring of the GLP-1 initiative. The team will serve as an extension of the clinical team, providing proactive oversight of patients throughout their treatment journey. Key responsibilities will include:

• New patient onboarding: Monitor newly enrolled patients and ensure they are appropriately onboarded to the GLP-1 program.
• Medication titration: Track patient progress through medication titration and identify patients who may require clinical review or intervention.
• Adherence monitoring: Monitor medication adherence, identify barriers to adherence, and proactively engage patients who may be at risk of discontinuation.
• Attrition management: Track patients who discontinue or disengage from the program, identify contributing factors, and support appropriate re-engagement where clinically appropriate.
• Existing patient monitoring: Provide ongoing monitoring and outreach for existing GLP-1 patients to ensure continued engagement, adherence, and appropriate use.
• Clinical collaboration: Partner closely with the clinic, nephrologists, and broader clinical team to identify patients requiring additional assessment or intervention, support appropriate escalation, and ensure coordinated patient management.
• Continuity of care: Facilitate referrals and communication with other providers involved in the patient’s care to support coordinated treatment, appropriate information sharing, and continuity across care settings.
• Algorithm oversight: Work collaboratively with the clinical team to monitor implementation of the GLP-1 algorithm, identify potential issues or exceptions, and help ensure the algorithm is being applied appropriately and consistently.

The overall goal of the remote RN team is to provide a scalable layer of proactive patient monitoring and clinical support while ensuring patients receive appropriate care throughout the GLP-1 treatment lifecycle and that care remains coordinated across the patient’s broader healthcare team.

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

Pay Transparency Request Form

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.
 

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

Fresenius Medical Care is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sexual orientation, gender identity, parental status, national origin, age, disability, military service, or other non-merit-based factors