Coordinator, Concierge Care Team

Denver Health • Denver, CO

10d • $56,600 - $82,100

About The Position

Denver Health is recruiting a mission-driven Coordinator, Concierge Care Team for its Appointment Center. The posting describes the role as overseeing daily operations of a healthcare customer service or patient support call center, ensuring high-quality service, regulatory compliance, and operational efficiency. The position provides daily leadership and supervision to staff, monitors performance, coaches and trains team members, addresses escalated concerns, and supports compliance with healthcare policies, privacy regulations, and organizational standards. It collaborates with internal departments and stakeholders to resolve operational issues, align service delivery, improve processes, and meet service-level and patient-satisfaction goals.

The role supports quality assurance through peer quality and audio reviews, administrative case and document management, tailored reporting, staff meetings, and performance evaluations. It coordinates client communications and requirements, develops processes to meet contractual obligations and service levels, and manages staffing schedules and assignments in response to call volume, training needs, and staffing changes. The Coordinator may also perform front-line duties such as handling inbound calls, supporting chats, managing work queues, responding to inquiries, and completing administrative tasks.

The position requires a high school diploma or GED and 1–3 years of contact center experience. The posting lists a salary range of $56,600–$82,100 per year. The work type is listed as Regular.

Requirements

• High school diploma or GED.
• 1–3 years of contact center experience.
• Excellent verbal and written communication skills, including the ability to use interpretation services when needed to assist callers.
• Excellent customer service skills.
• Excellent organizational and leadership skills.
• Ability to quickly learn systems administration for new systems procured by department operations.
• Ability to work in a fast-paced, intense environment, handle multiple inquiries, research specialized industry resources, follow protocols, and accurately document information received and provided.
• Strong critical-thinking and problem-solving skills, with initiative and professional judgment in selecting appropriate resources and actions.
• Intermediate to advanced computer proficiency, excellent typing skills, and ability to work across multiple databases.
• Advanced Microsoft Office skills, specifically Word, Excel, and PowerPoint.
• Proficiency in MedInquirer, or the ability to demonstrate proficiency.

Responsibilities

• Conduct peer quality and audio reviews to ensure cases meet departmental performance standards and established QA procedures.
• Complete assigned or planned training and accept feedback professionally to support quality improvement, team building, and training.
• Understand and appropriately use medical terminology, and interpret information and questions.
• Complete administrative tasks, including case reconciliation and transmission, and manage email inboxes and calendars.
• Provide daily leadership and supervision to staff and serve as a primary resource on workflow, process, and administrative issues.
• Support effective call center management and teamwork through professional communication and respectful, approachable team support.
• Troubleshoot or escalate staff issues using problem-solving skills and knowledge of call center systems.
• Conduct applicable call center staff meetings.
• Complete annual performance evaluations for applicable staff.
• Generate tailored internal and client-requested reports using relevant call center systems.
• Maintain and manage client documents in various data systems.
• Develop and manage reference and other internal documents used by call center staff.
• Serve as a client contact for current issues, projects, training, teleconferences, and client requirements.
• Develop and implement processes to meet or exceed client contractual obligations and service levels.
• Develop work schedules and assignments to maintain appropriate staffing on and off phones; monitor queue, distribution, volume, and service levels, and adjust staffing and assignments as needed.
• Direct telephone coverage during high-volume periods, staff shortages, and emergencies when needed.
• Maintain appropriate staffing resources, including recruitment and retention.
• Coordinate and plan training and other activities for current and new staff.
• Manage staff training documentation and provide feedback, training, or retraining as applicable.
• Perform front-line work as needed, including inbound calls, chats, work queues, inquiries, and administrative tasks.

Benefits

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick time, and seven holidays.
• 100% paid parental leave for up to six weeks.
• Immediate eligibility for retirement plans with employer contributions up to 9.5%.
• Medical, dental, and vision plans.
• Employer-paid disability and life insurance.
• Well-being programs, including an on-site employee fitness center and the RESTORE Center.
• Free RTD EcoPass for public transportation.
• Childcare discount programs and discounts and perks on brands, travel, and more.
• Tuition reimbursement and assistance.
• Education, coaching, and professional development through the Workforce Development Center, including internal career growth and advancement pathways.
• Professional clinical advancement program and shared governance.
• Public Service Loan Forgiveness-eligible employer, with free student loan coaching and assistance navigating the program.
• National Health Service Corps and Colorado Health Service Corps eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED