Coordinator Team Lead, Call Center

Denver Health and Hospital Authority•Denver, CO

About The Position

The Coordinator Team Lead, Call Center works under general supervision in the Appointment Center, overseeing the daily activities of a team of agents who place and receive calls in a healthcare setting and serving as a liaison between clinics and the Call Center. The role supports Call Center leadership with training and monitoring procedures and processes, meeting operational standards, helping agents achieve and maintain service levels, improving service quality, preparing reports, maintaining equipment, and keeping professional and technical knowledge current. The position requires excellent customer service and communication skills, cross-training in Call Center responsibilities, and leadership support for management and agents.

Requirements

1–3 years of medical call center experience.
Familiarity with healthcare concepts, practices, and procedures.
Ability to prioritize and perform multiple duties with attention to detail and accuracy in a fast-paced environment.
Knowledge of medical terminology and benefits.
Excellent customer service, interpersonal, listening, verbal and written communication, problem-solving, and multitasking skills.
Relationship-building, instructing, teaching, process and change execution, flexibility, and reporting skills.
Ability to type 40 words per minute.
Intermediate knowledge of PC applications, including NT and Windows, healthcare applications, and phone systems.

Nice To Haves

Knowledge of commercial insurance referral and authorization processes.
CPT and ICD-10 coding skills.

Responsibilities

Monitor agent activities to ensure operational standards and service levels are met, improve quality, and accomplish organizational goals; prepare performance reports and recommend improvements.
Train agents in Call Center procedures, processes, and computer applications, and participate in developing training materials.
Respond courteously and respectfully to internal and external customer requests, use interpretation services when needed, and look up information across data sources to resolve requests accurately and quickly.
Ensure agent equipment operates properly and facilitate requests for repair, restoration, or enhancement.
Meet with the Quality Assurance team to review agent performance and conduct quality assurance audits as needed.
Participate in agent interviews and agent roundings.
Perform front-line agent duties, including taking and placing calls, emergency procedures, page/page park, and other agent responsibilities.
Follow standardized scheduling, rescheduling, and cancellation guidelines and schedule patients with appropriate providers according to patient requests, provider direction, and availability.
Verify and update demographic, financial, guarantor, insurance, and patient information in practice management and electronic health record systems and other Denver Health applications.
Maintain continuity of work operations by documenting and communicating actions, completing requested activity reports and communications, following equipment procedures, and reporting malfunctions.

Benefits

Paid time off starting at 28 days per year, including vacation, personal/sick time, and 7 holidays.
100% paid parental leave for up to 6 weeks.
Immediate eligibility for retirement plans with employer contributions up to 9.5%.
Medical, dental, and vision plans, plus 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 on brands, travel, and other offerings.
Tuition reimbursement and assistance.
Education, coaching, and professional development opportunities through the Workforce Development Center.
Professional clinical advancement program and shared governance.
Public Service Loan Forgiveness eligibility, free student loan coaching, and assistance navigating the PSLF program.
Eligibility for National Health Service Corps and Colorado Health Service Corps programs.