Admissions Specialist

Description

Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options

Request placement and/or respond to inquiries regarding treatment options via outbound calls, e-mail, and/or other designated contacts

Place outbound calls to Hospitals to complete placement requests

Willing and able to partner with Field Operations to visit Doctor’s offices and Hospitals to build, enhance and/or establish those relationships.

Adhere to performance metrics and quality assurance call standards

Utilize all tools and resources to coordinate and complete the placement of a patient

Maintain data forms e-faxed from the field and enter in the appropriate database

Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities

Build positive relationships with Hospitals, Discharge planners, Case Managers, & teammates across the Village and provide customer service excellence

Achieve the metrics and goals set for the department

Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)

Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)

Ability & willingness to learn about Kidney Disease and related topics

Skills

patient services, medical records, customer service, patient coordinator, Inbound call center, Insurance Verification, Prior Authorization, Medical Scheduling

Additional Skills & Qualifications

Our metric expectations are aligned with the standard call center expectations. We monitor their calls for quality, passing is 86% and above. Their Adherence needs to be 88% or above (subject to change to 90%). We operate with automatic answer, not manual.

must have prior call center, or high volume calls experience & ideally some healthcare experience

Minimum of 6 months’ related experience required

Data entry speed of 25-40 keystrokes per minute required

Basic computer skills and proficiency in Microsoft Excel and Access

Intermediate computer skills and proficiency in Microsoft Word and Outlook

Excellent customer relationship and inter-company network building skills

First-class ‘Red Carpet’ customer-centered skills - This positions is the first point of contact that patients will speak with from the company!

Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal

Organized, ability to multi-task with excellent time management and prioritization skills

Attention to accuracy of details and relentless follow-through with a curious and investigative inclination

Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures

Ability/willingness to work overtime

Ability to understand and follow employment policies and procedures

Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development

Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position

Liaises with teammates at other locations to provide customer service excellence

Perform other duties as assigned

Able and willing to work overtime as required

Understand and Follow company processes.