PURPOSE AND SCOPE:
Manages activities involving the FreseniusRx Operations/Customer Service workflow. Monitors the efficiency and efficacy of the team, ensuring all patient/customer questions, concerns, and prescription needs are addressed appropriately and professionally in a timely manner. Contributes to the development and implementation of process improvements to increase customer satisfaction and ensure compliance with established company and regulatory guidelines.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
A leadership position focusing on strategic initiatives, daily operations, and tactical management. Manages functions including training and personnel management. Develops and maintains customer service policies and procedures, and ensures the utilization of communications technology. Interacts with all levels of client representatives in areas of strategic planning, conflict resolution, and all levels of inter-company departments.
Supports Director of Operations by managing and overseeing the daily activities of the department, assessing methodology of business and workflow within operations, facilitating meetings with management to assess department status, and developing plans for both immediate and future improvements.
Analyzes and reports phone and other productivity data, offering plans for improving service to the Management Team.
Implements new processes for improvements specific to operations in coordination with other FreseniusRx functional groups such as Distribution, Materials Management, Credit, A/R, etc.
Manages departmental staffing requirements including organizational inventory and ensures management communicates impending turnover and staffing needs. Utilizes all available recruitment and retention strategies, recommending appropriate staffing levels, maintaining organizational charts, turnover reporting, and supervisory reporting lists.
Manages day-to-day activities of Fresenius Rx Operations/Customer Service staff, allocating and monitoring workflow processes to ensure the accurate and timely completion of assignments to meet established performance standards regarding the processing and dispensing of pharmacy products.
Ensures efficient and effective use of staff by developing and implementing detailed schedules for employees, adjusting assignments according to call volume load.
Ensures staff adheres to and follows established policies and procedures and government regulations regarding the handling of patient/customer and confidential information, data collection, and auditing activities.
Provides subject matter expertise, support, and guidance to staff regarding procedures, issues, and problems ensuring appropriate application and resolution.
Monitors the orientation, training, development, and coaching of new Operations staff to ensure goals and objectives are met.
Ensures appropriate escalation and referral of patient/customer inquiries, complaints, and grievances to the appropriate FreseniusRx department according to established procedures. Addresses and resolves escalated calls/issues, as needed.
Responsible for the quality and maintenance of databases related to call center operations. Supports outbound calling system for functionality and improvement including all calling functions.
Contributes to the improvement of outcomes and efficiencies by ensuring the team is properly trained and motivated towards meeting related goals and objectives.
Provides counseling, support, and encouragement regarding professional growth as appropriate.
Ensures all department staff members are in full compliance with all FMCNA and FMCRx policies through constant and consistent reinforcement as well as documented observation.
Provides informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process, counseling and working with each direct report to establish individual short and long term performance goals.
Manages the staffing through the appropriate hiring, firing and disciplinary actions in collaboration with Human Resources partners and the Director of Operations.
Collaborates with HR resources to recruit and interview candidates for the open Customer Service positions.
Ensures that telecommunications and computer systems remain current with technology. Works with internal and external personnel to coordinate lease arrangements.
Maintains Standard Operating Procedures (SOP) manual, ensuring up-to-date documentation of all policies and procedures.
Ensures proper coverage for switchboard and implementation of recorded announcements to inbound callers.
Ensures the provision of functional training to direct reports and establishes individual performance measures to facilitate job growth and ensure technical competence. Directs Customer Service Trainer regarding the development and rollout of ongoing training processes.
Oversees provision of system (RxKey)/process training for employees, assisting in cross-training between different positions.
Assists the Customer Service Trainer with the assessment of ongoing training needs of the staff, identifying areas for improvement and education. Ensures trainer coordinates with necessary management to develop ongoing enhancements to training programs such as corporate, audits, new hire, and ongoing training.
Coaches staff in operational activities to ensure compliance with departmental and organization goals and objectives.
Works with Director of Operations to manage departmental workflow procedures and service levels.
Maintains processes and performance metrics for measuring and assessing pharmacy services including the customer service call management system, call recording system, and handling of patient pharmacy requests.
Monitors the QA Control and directs the Customer Service Trainer to update FreseniusRx policy and procedures process to include: revising and updating the documents, training, and maintaining master copies.
Prepares pertinent statistical reports, noting trends and issues. Provides analyses and recommendations to team and FreseniusRx management.
Conducts ongoing analyses and assessments of operational performance for continuous systems and process improvements, improved efficiency, and improved customer satisfaction.
Prepares summaries of FreseniusRx operations staff efforts, contacts, and resultant patient enrollments.
Provides analysis and other support services for Director of Operations. Provides administrative support as needed for FreseniusRx Executive Team.
Validates performance rates and metrics based on volume and hours scheduled by Customer Service Team members.
Maintains current knowledge regarding industry best practices. Evaluates, identifies, and recommends systems and practices that would enhance and improve Fresenius Rx processes.
Provide technical guidance.
Assist with various projects as assigned.
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:
May be responsible for the direct supervision of various levels of Operations staff, including but not limited to Operations Supervisors.
EDUCATION:
Bachelor's Degree required; Advanced Degree desirable
EXPERIENCE AND REQUIRED SKILLS:
6 - 8 years' operations/call center experience.
3+ years of directly related call center management experience, preferably in healthcare related field.
Dialysis or pharmacy experience a plus.
Excellent leadership skills and proven ability to be a team player.
Excellent verbal and written communication skills.
Excellent customer and service orientation.
Strong project planning, analytical, and problem solving skills.
Exceptional attention to detail.
Flexibility and adaptability.
Proficient with PCs and Microsoft Office applications.
Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.
EOE, disability/veterans
