Support Officers

**Supports Fresenius Medical Care North America's (FMCNA) Mission, Core Values, Expected Behaviors and Customer Service Philosophy.

Adheres to the FMCNA Compliance Program, including following all regulatory and Fresenius Medical Services (FMS) policy and procedure requirements.

Provides psychosocial services to patients treated by the facility, including in-center and home dialysis patients, utilizing Social Work Theory of Human Behavior and accepted methods of social work practice.

Works with the healthcare team to promote positive adjustment, rehabilitation and improved quality of life for our patients.

In collaboration with the interdisciplinary team, informs, educates and supports staff in understanding the emotional, psychological and behavioral impact of Chronic Kidney Disease on the patient and family to ensure comprehensive, quality care of our patients.

Supports the FMCNA commitment to the Quality Indicators and Outcomes and Quality Assessment and Improvement (QAI) Activities, including those related to patient satisfaction and quality of life, and actively participates in process improvement activities that enhance the likelihood that patients will achieve the FMCNA Quality Goals.

Adheres to all requirements of the FMCNA Compliance Program and all FMS policy requirements.

This is an entry-level MSW role.

Customer Services

Responsible for driving the FMS culture through values and customer services standards.

Accountable for outstanding customer service to all external and internal customers.

Takes initiative and action to respond, resolve and follow up regarding customer services issues with all customers in a timely manner.

Patient Assessment/Care Planning Counseling

• Participates in care planning in collaboration with the patient and healthcare team to identify effective interventions that will help the patient meet rehabilitation treatment goals and improve quality of life.
• Utilizes FMS Ultra Care patient education programs, established social work theory and methods, and quality of life measurement instruments as part of assessment and care planning to resolve barriers and meet patient treatment goals.
• Provides established outcomes-driven psycho-educational counseling methods aimed at improving areas of need, treatment adherence, vocational/educational rehabilitation and/or quality of life.
• Assists with accessing advance directive forms/information and facilitates discussion of advance directive wishes if necessary with the healthcare team and the patient's family/support persons.
• Provides information and assists the team and patient with referral to community resources (home health services, vocational rehabilitation, etc.).
• In collaboration with the physician and nurse, participates in the discussion of patient DNR status in the facility to ensure patient understanding and informed decision making.
• Provides usual care and/or Social Work Intensive to address non-adherence and quality of life concerns for all patients.
• Knowledgeable of and adheres to FMCNA Social Work Policy, including documentation.

Provides ongoing education to patient/family regarding psychosocial issues related to End Stage Renal Disease (ESRD) and all support services that are available.

Reviews patient rights and responsibilities, grievance information (company and network), and other facilities policies with patient and/or the patient's representative to ensure patients' understanding of the rights and expectations of them.

Understands the referral and admission process and supports the clinic in regard to the patient needs for scheduling to maximize adherence and adjustment.

Insurance and Financial Assistance

• Collaborates with facility management, Financial Coordinators, and Billing Group staff to address patient issues related to insurance.
• In collaboration with Financial Coordinators, provides information and education to patients about payment to dialysis (federal, state, commercial insurance, state renal programs, AKF, HIPP, and entitlement programs).
• Maintains current knowledge regarding local vocational/educational rehabilitation programs and assists patients with referral and access to vocational rehabilitation to enable them to remain employed, become employed or receive education.
• Understands FMCNA financial policies and procedures as they relate to patient services. Collaborate with Financial Coordinators to educate patients about programs that may be available to assist with uncovered services, how to resolve billing concerns and understand financial responsibilities.

Staff Related

• Assist with interview process and decision to hire new personnel if requested by Clinical Manager or Area Manager/Director of Operations.
• Works with the administrative support staff to maintain updated patient resource lists (e.g., maintains updated list of transportation resources).
• Develops and provides training to staff pertaining to psychosocial topics as needed. Trains staff in Ultra Care Programs as needed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Travel Required (if multiple facilities).

The rate of pay for this position will depend on the successful candidate's work location and qualifications, including relevant education, work experience, skills, and competencies.

Hourly Rate: $22 - $36

Non-Bonus Eligible Positions include language below.

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.

Bonus Eligible Positions – include language below.

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 and potential for performance-based bonuses depending on company and individual performance.

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

EEO, disability/veterans.

Salary : $22 - $36