Admissions Specialist I

Summary:
Provide Contact Center based support via phone, email, fax, and web to facilitate placement requests for patients who choose visiting or permanent dialysis. Facilitate placements by using the tools and resources associated with Guest Services (Client). Actively contribute to the Client CRM knowledge databases. Adhere to established processes while contributing process improvement ideas to the team. Live the way of Team.
This position facilitates the arranging of dialysis placements while providing service delivery excellence to build and establish strong hospital relationships. The position requires knowledge of other treatment options, including In-Center Self-Care, Nocturnal, and traditional In-Center Hemodialysis.
The position supports the community during emergency events by making emergency dialysis placements and contacting patients and teammates to ensure all are accounted for and safe. The position also seeks feedback from patients and center partners via telephone and email surveys.

Essential Duties And Responsibilities:

• Respond professionally, promptly, and courteously to inbound calls, emails, and faxed referrals and/or requests for treatment options
• Request placements and/or respond to inquiries regarding treatment options via outbound calls, email, and/or other designated contacts
• Place outbound calls to hospitals to complete placement requests
• Willing and able to partner with Field Operations to visit doctors' offices and hospitals to build, enhance, and/or establish relationships
• Adhere to performance metrics and quality assurance call standards
• Utilize all tools and resources to coordinate and complete patient placements
• Maintain data forms e-faxed from the field and enter them into the appropriate database
• Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements and treatment option modalities
• Build positive relationships with hospitals, discharge planners, case managers, and teammates across the organization while providing customer service excellence
• Achieve metrics and goals set for the department
• Work expanded and/or non-traditional hours to serve patients and teammates across different time zones
• Comply with all HIPAA regulations regarding patient information to ensure confidentiality of protected health information (PHI)
• Liaise with teammates at other locations to provide customer service excellence
• Perform other duties as assigned
• Understand and follow Client employment policies, processes, and procedures
• Consistent, regular, and punctual attendance as scheduled is an essential responsibility
• Able and willing to work overtime as required

• Ability and willingness to learn about kidney disease and related topics
• Excellent customer relationship and inter-company network-building skills
• First-class, customer-centered service skills
• Ability to empathize with customers under stressful circumstances while remaining operationally effective and focused on business goals
• Strong organizational skills with the ability to multitask, manage time, and prioritize effectively
• Attention to detail with relentless follow-through and a curious, investigative mindset
• Ability to proactively add knowledge gained to CRM databases to improve processes and refine procedures
• Receptive to constructive feedback and committed to professional development

• High School diploma or equivalent required
• Minimum of six (6) months of related experience required
• Data entry speed of 25 40 keystrokes per minute required
• Basic computer skills with proficiency in Microsoft Excel and Access
• Intermediate computer skills with proficiency in Microsoft Word and Outlook

• Commitment to values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun
• Ability and willingness to learn required programs
• Organized multitasker with strong time management and prioritization skills
• Strong desire to provide excellent customer service and build rapport with clients and teammates
• Superb customer-centered communication, including professional, courteous, and prompt phone, email, scheduling, and fax responses
• Ability to empathize with patients, family members, caregivers, customers, and teammates under stressful circumstances while remaining focused on business goals
• High attention to detail and follow-through
• Ability to proactively use knowledge gained to improve processes and refine procedures
• Receptive to constructive feedback and development