Inbound Admissions Specialist (Hybrid)

Locations: Malvern, PA & Denver/Englewood, CO (Remote-Oriented Hybrid)

Pay: $17-21 (dependent on location) 

Position Level: Entry-Level

Target start date: August 5th 

Are you ready to build a career with impact?

We don’t just answer phones—we connect patients with life-changing care. We are looking for motivated, growth-minded Inbound Admissions Specialists to join our team.

We are actively seeking candidates who want to master the basics, crush their metrics, and quickly climb the ladder into our Intake, Resolution, and Warm Welcome specialized teams.

We reward motivation, work ethic, and performance. Here is what your trajectory looks like in our department:

Who You Are

You are a fast-learning, empathetic communicator who thrives in a fast-paced environment and loves hitting goals.

The Must-Haves:

• High School Diploma or GED.
• Ability to pass a standard typing test.
• Exceptional communication skills—you’ll be interacting daily with hospital case managers, social workers, clinical staff, and anxious family members.
• High stamina and a love for structured, fast-paced environments.
• Ability to handle a high volume of incoming calls 

Bonus Points For:

• Experience in a healthcare office, medical admissions, or a high-volume, metric-driven call center.
• Familiarity with EMR platforms (EPIC, Allscripts, etc.).
• Experience with Microsoft Excel, Outlook, or telecom systems (CX1, Cisco Finesse).

A Day in the Life & Performance Metrics

Once you are fully ramped up, a typical day involves high efficiency and sharp focus:

• Call Volume: Successfully managing 40–50 inbound calls per day.
• Speed & Accuracy: Navigating calls efficiently (aiming for under 10 minutes) while following strict workflows to build flawless patient referrals.
• Documentation: Utilizing lightning-fast administrative skills to keep documentation time to 15–30 minutes total per day.

Market Locations & Hybrid Flexibility

Enjoy the comfort of working from home with the connection of monthly/quarterly team touchpoints. Candidates must live within commuting distance of our hubs (Malvern, PA or Denver, CO) for in person meetings one day per month. 

Schedule & Training Logistics

Phase 1: Training (Month 1)

Our comprehensive, 1-month onboarding program is designed to set you up for ultimate success. Because it is highly structured, no time-off requests can be approved during the first 30 days.

• EST Market: Monday – Friday, 9:00 AM – 5:30 PM EST
• MST Market: Monday – Friday, 7:00 AM – 3:30 PM MST

Phase 2: Production Shifts (Post-Training)

Must be able to work the below range of availability: 

• EST Shifts: Ranging from 8:00 AM – 4:30 PM EST to 9:30 AM – 6:00 PM EST.
• MST Shifts: Ranging from  9:00 AM – 11:00 AM MST start time, finishing between 5:30 PM – 7:30 PM MST.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Inbound & Outbound Communication: Respond professionally, promptly, and courteously to inbound calls, emails, and faxed referrals and/or requests for treatment options.
• Placement Requests: Request placement 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.
• Field Partnership: Willing and able to partner with Field Operations to visit doctor’s offices and hospitals to build, enhance, and/or establish those relationships.
• Performance & Compliance: Adhere to performance metrics and quality assurance call standards. Achieve the metrics and goals set for the department.
• Patient Coordination: Utilize all tools and resources to coordinate and complete the placement of a patient.
• Data Management: Maintain data forms e-faxed from the field and enter them into the appropriate database. Ability to proactively add knowledge gained to the CRM databases to improve processes and help refine procedures.
• Process Improvement: Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities.
• Relationship Building: Build positive relationships with hospitals, discharge planners, case managers, and teammates across the organization to provide customer service excellence.
• Scheduling Flexibility: Work during expanded/non-traditional hours to serve patients and teammates (in different time zones). Ability/willingness to work overtime as required.
• Confidentiality: Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI).
• Industry Knowledge: Ability and willingness to learn about Kidney Disease and related topics.
• Customer Service: Excellent customer relationship and inter-company network building skills. First-class "Red Carpet" customer-centered skills. Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goals.
• Operational Excellence: Organized, with the ability to multi-task, alongside excellent time management and prioritization skills. Attention to accuracy of details and relentless follow-through with a curious and investigative inclination.
• Company Policy: Ability to understand and follow DGS and standard employment policies, processes, and procedures.
• Feedback & Attendance: 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.
• Cross-Location Collaboration: Liaises with teammates at other locations to provide customer service excellence.
• Other Duties: Perform other duties as assigned.

 

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

^*As a job position within our Revenue Cycle division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing financial and confidential information, handling financial and other payment data, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.