**PURPOSE AND SCOPE:** Utilizing applied knowledge, the Sr. Patient Account Representative – Collections assists the Quality Assurance department. Ensuring services are met and established standards of quality assurance are followed. In addition to departmental auditing, it includes performance and the development of call center staff in relation to increasing performance and departmental standards. **Principal Duties and Responsibilities:** + Understand and implement quality assurance standards + Evaluate the adequacy of quality assurance standards + Create sampling procedures and directions for recording and reporting quality data + Review the implementation and efficiency of quality and inspection systems + Document internal audits and other quality assurance activities + Investigate patient complaints and non-adherence issues + Collect and compile quality data + Responsibility for tracking, researching, and responding to complaints + Analyze data to identify areas for improvement in the quality system + Prepare reports to communicate outcomes of quality activities + Identify training needs and organize refresher training meetings to meet quality standards + Evaluate audit findings + Confirm ongoing compliance with quality and industry regulatory requirements + Coach staff on techniques to increase performance + Develop methods to assist staff in performance areas + Teach/train negotiation techniques to staff + Create various job aid training documents + Educate staff about collection methods + Document strategies for new approaches to handling patient calls + Follows processes and operational policies in selecting methods and techniques for obtaining solutions + Understands and recommends changes to policies and establishes procedures that affect immediate organization(s) + Frequently interacts with supervisors, patients, managers, and other internal FMC employees normally involving matters between functional areas, other company divisions or departments, or customers + Participates and presents at meetings with internal and external representatives. Often leading a cooperative effort among members of a project team + Interacts with internal departments and external customers, particularly in problem-resolution + Acts as an advisor to subordinate(s) to meet schedules and/or resolve technical problems + Assist with various projects as assigned + Other duties as assigned **EXPERIENCE AND REQUIRED SKILLS:** + Bilingual Spanish/English required + Must be willing to work 8 am – 5 pm CST + Leadership experience preferred + Quality auditing experience preferred, but not required + Product or industry-specific experience + Strong computer skills including Microsoft Office and databases + Knowledge of tools, concepts of QA and Employee Development + Knowledge of relevant regulatory requirements + PCI/HIPAA Laws + NICE Call Recording + Service observing experience EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws. If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form (https://app.smartsheet.com/b/form/c36f09ba8dc54692af34ee3a3dbd3716)