Coordinator Team Lead, Call Center

Denver Health•Denver, CO

4d•$24 - $34

About The Position

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 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, keeping equipment operating, and maintaining professional and technical knowledge. The Coordinator Team Lead has excellent customer service and communication skills, is cross-trained in all aspects of Call Center responsibilities, and provides leadership support to management and agents. The position includes monitoring and auditing agent performance, training agents, assisting customers, supporting equipment maintenance, participating in interviews and agent roundings, and performing front-line agent duties. It also involves applying scheduling guidelines and updating patient information in practice management, electronic health record, and other Denver Health applications.

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, people, listening, verbal and written communication, problem-solving, and multitasking skills.
Relationship-building, instructing, teaching, process/change execution, flexibility, and reporting skills.
Ability to type 40 words per minute.
Intermediate knowledge of PC applications (NT, Windows), healthcare applications, and phone systems.

Nice To Haves

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

Responsibilities

Monitor agent activities to ensure operational standards and service levels are met, quality improves, and organizational goals are accomplished; 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 helpfully to internal and external customer requests, use interpretation services when needed, and look up information across available data sources to resolve requests accurately and promptly.
Ensure agent equipment is operating and facilitate requests to repair, restore, or enhance it.
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 making calls, following emergency procedures, page/page park, and other agent functions.
Follow standardized scheduling, rescheduling, and cancellation guidelines; schedule patients with appropriate providers according to patient requests, provider direction, and availability.
Verify and update demographic, financial, guarantor, insurance, and patient information for new and existing patients in practice management, electronic health record, and other Denver Health applications.
Maintain continuity of work operations by documenting and communicating actions, completing requested activity reports and communications, and following procedures for equipment operation and reporting malfunctions.

Benefits

Paid time off starting at 28 days per year, inclusive of 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 more.
Tuition reimbursement and assistance.
Education, coaching, and professional development opportunities through the Workforce Development Center, supporting internal career growth and advancement pathways.
Professional clinical advancement program and shared governance.
Public Service Loan Forgiveness-eligible employer, with student loan coaching and assistance navigating the program.
National Health Service Corps and Colorado Health Service Corps-eligible employer.