Admissions Specialist

Title: Admissions Specialist ILocation: Malvern, PA Initial Duration: 3 MonthsGeneral Purpose of the Job:Provide contact center-based support via phone, email, fax, and web to facilitate placement requests for patients visiting or permanent dialysis. This includes:Facilitating placements using DGS tools and resources.Contributing to Guest Services (DGS) CRM knowledge databases.Supporting patients and hospital partners during emergencies.Building strong hospital and field relationships.Seeking and documenting feedback from patients and center partners.The role requires knowledge of treatment options within (In-Center Self-Care, Nocturnal, traditional In-Center Hemodialysis).Essential Duties and Responsibilities:Respond professionally, promptly, and courteously to inbound calls, emails, and faxed referrals.Request placements or respond to inquiries via outbound calls, email, or other contacts.Place outbound calls to hospitals to complete placement requests.Partner with Field Operations to visit doctors' offices and hospitals to enhance relationships.Adhere to performance metrics and quality assurance standards.Utilize all tools/resources to coordinate and complete patient placements.Maintain data forms received via e-fax and update appropriate databases.Support process development and improvement under supervisor guidance.Build positive relationships with hospitals, discharge planners, case managers, and teammates.Achieve departmental metrics and goals.Work during expanded/non-traditional hours to serve patients and teammates across time zones.Comply with HIPAA regulations to protect patient health information (PHI).Demonstrate excellent relationship-building and "Red Carpet" customer service skills.Empathize with customers under stressful circumstances while staying business-focused.Manage multiple tasks with strong prioritization and time management skills.Accurately document information and follow through diligently.Contribute knowledge to CRM databases to improve processes.Work overtime as needed.Follow all DGS processes, policies, and procedures.Ensure consistent, punctual attendance.Liaise with teammates at other locations to provide service excellence.Perform other duties as assigned.Minimum QualificationsHigh School diploma or equivalent required.Minimum 6 months' related experience.Data entry speed: 25-40 keystrokes per minute.Basic computer skills; proficiency in Microsoft Excel and Access.Intermediate skills in Microsoft Word and Outlook.Essential Behaviors, Skills, and Attitudes:Commitment to values: Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment, and Fun.Ability and willingness to learn required programs.Strong organizational, multi-tasking, and prioritization skills.Desire to provide excellent customer service and build rapport.Superb communication skills: professional, courteous, prompt (phone, email, scheduling, fax).Ability to empathize with patients, families, caregivers, and teammates under stress.Attention to detail with relentless follow-through.Proactive use of knowledge to improve processes.

Created: 2025-09-26