Full-Time

Director – Hospital & Patient Services

Posted on 2/4/2025

Fresenius Medical Care

Fresenius Medical Care

11-50 employees

Provides dialysis and renal healthcare services

Biotechnology
Healthcare

Senior

Remote in USA

Candidate must reside within the North East region of the US.

Category
Healthcare Administration & Support
Medical, Clinical & Veterinary
Required Skills
Word/Pages/Docs
Marketing
Customer Service
Excel/Numbers/Sheets

You match the following Fresenius Medical Care's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bachelor’s Degree in Healthcare, Marketing or Business related field
  • 5 years of directly related sales/customer service management experience, preferably in health care environment
  • 5 years related experience in a multi-facility environment, finance or accounting
  • Demonstrated management and leadership competencies and skills
  • Excellent verbal and written communication skills – Must be able to communicate with all levels of personnel, including physician relationships
  • Excellent skills in customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, and decision-making
  • Must have working knowledge of the reimbursement and insurance verification process
  • Must complete the required compliance and FMCNA orientation and training modules and attend ongoing training and development programs within the specified time line
  • Computer proficiencies: Microsoft Excel and/or Access, PowerPoint, Word, Tabit software a plus
  • Demonstrated skills in diversity management and performance management
  • Approximately 30% travel required
Responsibilities
  • Directs the strategic initiatives relative to the market development activities of Hospital Services Specialists (HSS) and Renal Travel Consultants (RTC)
  • Collaborates with Sr. Director, Hospital & Patient Services, Divisional Vice-President, Operations Support, Market Development and appropriate operations management team to establish the target markets for service expansion and product offerings
  • Ensures seamless integration of division and corporate growth goals
  • Transfers field knowledge and geographic characteristics to the Central Admissions Office
  • Develops the skill set of the Manager of Hospital & Patient Services staff through educational offerings; mentoring and guidance
  • Ensures compliance of staff to company policy and procedures; and state and federal regulations governing the activities associated with the marketing of healthcare services
  • Responsible for driving the FMS 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 with all customers in a timely manner
  • Collaborates with the Senior Director, HPS to develop and execute the strategic direction for the HPS organization within the division
  • Develops and executes the marketing plan for the Hospital Service Specialists (HSS) or Renal Travel Consultants (RTC) to support division operations and achieve growth
  • Contributes to the achievement of division and company goals by collaborating with internal business partners to target key markets for Hospital Services Specialist and Renal Travel Consultant presence and by building relationships with referral sources
  • Provides direction and oversight of marketing activities which include, but are not limited to: assessing Manager, HPS performance in conveying the admission and therapy services available through the company to service pre-ESRD and chronic renal disease patients; recommending service offerings within markets as they relate to patient services (RTC/HSS) based on current and anticipated market need; recommending areas for expansion of TOPS programs; and providing direction to Manager, HPS and their teams in creation of service metrics for acute care facilities in reduction of length and number of hospital stays
  • Collaborates with Senior Director, Hospital & Patient Services, VPs Operations Support and the Director of CAO to develop, implement and update HSS/RTC standard operating procedures and policies
  • Oversees the monitoring and evaluation of operational policies and procedures including setting goals, standards and benchmarks to evaluate staff performance, and employee and customer satisfaction through satisfaction surveys; surveillance and metric reporting; trending of market penetration with reference to admissions services in hospitals and other areas within the community
  • Monitors and evaluates Manager, HPS activities
  • Manages the department staffing through the appropriate hiring, firing and disciplinary actions
  • Coordinates with the Director of CAO to hold monthly or bi-weekly meetings between HSS/RTC and the CAO staff to review strengths, weaknesses, opportunities and threats (SWOTs)
  • Together with the Director of CAO, ensures a strong communication process between PICs and HSS/RTC, facility and other support staff who participate in the patient placement and admissions process
  • Reviews evaluation benchmarks with Managers, HPS and operational staff to ensure performance achieves business initiatives
  • Utilizes formal customer satisfaction surveys and informal customer feedback to coach staff and improve systems and processes
  • Responsible for growing the business by taking proactive steps in the development of programs to market admissions office services to all staff in existing and new dialysis clinics and outside/non affiliated physicians
  • Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient and confidential information, data collection, auditing activities and other regulatory issues
  • Oversees the orientation, training and coaching of new Managers, HPS and HSS/RTC, as well as existing staff to ensure goals and objectives are met
  • Ensures the operations of the Hospital & Patient Services marketing functions meet policy and procedure performance metrics, quality improvement program standards, and the requirements of laws and regulations and standards of FMCNA
  • Manages departmental workflow procedures and service levels
  • Together with the Director of CAO, implements processes to drive and facilitate teamwork between the HSS/RTC, CAO and internal and external customers within the division
  • May intercede in complex situations such as if the patient is a foreign national, or non-insured patient, or patient with a complicated medical history to gather information to provide to other divisional operations departments such as billing groups, and managed care, to expedite and assist with the admissions process
  • Maintains current knowledge regarding industry best practices
  • Manages operational resources and correlates to production activity and budget-to-actual results ensuring budget is maintained concerning systems, FTEs and hours worked
  • Establishes interdepartmental referral source visits, as necessary, and recruits appropriate operational and market development resources for staff training
Desired Qualifications
  • Advanced education preferred
  • A fundamental knowledge of managed care a plus
Fresenius Medical Care

Fresenius Medical Care

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Fresenius Medical Care North America focuses on delivering high-quality healthcare services to individuals with kidney and other chronic conditions. The company operates a vast network of dialysis centers and outpatient labs for cardiac and vascular care, ensuring coordinated treatment for many patients across the continent. It stands out as the largest fully integrated renal company, providing not only dialysis services but also specialty pharmacy and laboratory services. Additionally, Fresenius manufactures and distributes a wide range of dialysis equipment, disposable products, and renal medications. The goal of Fresenius Medical Care is to enhance the quality of life for patients with chronic illnesses by providing comprehensive and accessible healthcare solutions.

Company Stage

Late Stage VC

Total Funding

$39.1M

Headquarters

Waltham, Massachusetts

Founded

1996

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

-3%

2 year growth

-3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Telehealth market growth supports FMCNA's remote patient monitoring services.
  • Home dialysis market expansion aligns with FMCNA's patient-centric care approach.
  • AI integration enhances FMCNA's predictive analytics and personalized medicine capabilities.

What critics are saying

  • Increased competition from telehealth solutions like Philips' eCareManager 4.1.
  • Rising mental health challenges may impact FMCNA's employee productivity.
  • Virtual reality education may face adoption and accessibility challenges in rural areas.

What makes Fresenius Medical Care unique

  • FMCNA is the world's largest fully integrated renal company.
  • FMCNA offers a comprehensive line of dialysis equipment and renal pharmaceuticals.
  • FMCNA provides coordinated healthcare services at pivotal care points for chronic conditions.

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Benefits

Professional Development Budget

Conference Attendance Budget

Flexible Work Hours

INACTIVE