Coordinator, Call Center

Denver Health and Hospital Authority•Denver, CO

2d•Onsite

About The Position

We are recruiting for a mission-driven Coordinator, Call Center to join our team! We're with you for life’s journey. At Denver Health, purpose isn’t just something we believe in—it’s something we live every day, for life’s journey. Our Values Respect | Belonging | Accountability | Transparency Department Appointment Center Job Summary Under general supervision, oversees the daily activities of a team of agents who place and receive telephone calls in a healthcare setting and serves as a Liaison between Clinics and Call Center. Responsible for assisting Call Center Leadership in training and monitoring of Call Center procedures and processes including meeting operational standards, supporting agents in achieving/maintaining service levels, improving the teams overall quality service, preparing reports, keeping equipment operating, and maintaining professional and technical knowledge. Possess excellent customer service and communication skills, cross-trained in all aspects of Call Center responsibilities and provides leadership support to Management team and Agents.

Requirements

1-3 years medical call center experience
Familiar with a variety of healthcare concepts, practices, and procedures.
Ability to prioritize and perform a multitude of duties with great attention to detail and a high level of accuracy in a fast paced environment relying on extensive experience and judgment to plan and accomplish goals.
Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.
Relationship building, instructing, teaching, process/change execution, flexibility, and reporting
Able to type 40wpm and possess intermediate knowledge of PC applications (NT, Windows), healthcare applications and phone systems.

Nice To Haves

Knowledge of Commercial Insurance referral and authorization process is preferred.
Knowledge of medical terminology and benefits.
CPT and ICD-10 coding skills preferred

Responsibilities

Provides ongoing monitoring of Agent activities to ensure team members meet operational standards, maintain service levels, improve quality, and accomplish organizational goals; prepares reports as directed by Management to demonstrate agent performance and makes recommendations for improvement.
Trains Agents in Call Center procedures, processes and computer applications; participates in development of agent training materials.
Responds to internal and external customer requests in a courteous, respectful and helpful manner utilizing interpretation services to facilitate customer communications; performs information lookups using all sources of data to provide rapid, accurate resolution.
Ensures agent equipment is operating and facilitates requests to repair, restore or enhance as appropriate.
Meets with the Quality Assurance team to review Agent performance and conducts quality assurance auditing as needed.
Participates in agent interviews and agent roundings.
Perform front line agent functions including taking calls, making outbound calls, emergency procedures, page/page park, and other agent duties to ensure process knowledge is up to date.
Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability.
Verifies and updates demographic, financial, guarantor, insurance and patient information for new and existing patients within the practice management/electronic health record and various Denver Health computer applications.
Maintains continuity of work operations by documenting and communicating actions, completes activity reports and communications upon request for various Departmental functions and initiatives; keeps equipment operational by following established procedures and reporting malfunctions.

Benefits

Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
100% paid parental leave up to 6 weeks
Immediate eligibility for retirement plans with employer contribution up to 9.5%
Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
Free RTD EcoPass (public transportation)
Childcare discount programs & exclusive perks on large brands, travel, and more
Tuition reimbursement & assistance
Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
Professional clinical advancement program & shared governance
Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer