Fresenius Medical Center Supervisor Care Navigation- Austin, TX in Austin, Texas
PURPOSE AND SCOPE: The Supervisor, Care Navigation promotes quality patient care and ongoing customer support for the patient population through the supervision of staff and the provision of guidance, subject matter expertise, training and support to the Care Navigation Unit staff as well indirect patient care as needed. The incumbent collaborates with internal FMCNA key stakeholders to assist the patient in navigating their care continuum in and out of their dialysis treatment setting. The Supervisor, Care Navigation collaborates with external FMCNA stakeholders, to include (but not limited to) hospital discharge planners, PCPs, skilled nursing home personnel and others to ensure that all aspects of the patients care are being addressed appropriately. PRINCIPAL DUTIES AND RESPONSIBILITIES: Responsible for supervising and coordinating the Care Navigation Team including day-to-day processes and procedures. Assist in developing policies, procedures, goals and objectives. Track and report results to Care Navigation Team leadership. Provide training on existing and new initiatives. Foster a team environment between all locations of the CNU ensuring that all staff are held to the same expectations. Interview, talent acquisition, train, coach and develop, discipline and terminate employment of assigned employees. Provide leadership, coaching and development plans for all direct reports to maintain an engaged and productive workforce; partnering with Human Resources on employee matters. Participate and present at meetings. Provide technical guidance to team members/ expected to be subject matter expert on all technical systems utilized. Monitor and document performance, attendance, compliance and productivity of Care Navigation employees using call center metrics including SLA. Oversee call center Quality metrics to include customer service expectations giving employees regular feedback on their performance Monitor, supervise and balance workflow of the Care Navigation Unit. Assure company compliance through compliance audits and periodic compliance assessments. To include all regulatory obligations as well as any personnel licensing requirements that are state specific. Provide customer satisfaction through monitoring customer call, handling escalate calls and conducting periodic customer satisfaction surveys. Improve job related capabilities through continuing education, professional seminars and technical workshops. Assess departmental needs and recommend necessary changes to overhead affecting operational workflows. Assume primary leadership oversight of the CNU in absence of Care Navigation Unit Manager. Provide technical guidance. Assist with various projects as assigned by direct supervisor. 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.