Enrollment Services Supervisor

Denver Health and Hospital Authority • Denver, CO

2d

About The Position

We are recruiting for a motivated Enrollment Services Supervisor to join our team! We are here for life’s journey. Where is your life journey taking you? Being the heartbeat of Denver means our heart reflects something bigger than ourselves, something that connects us all: Humanity in action, Triumph in hardship, Transformation in health. Department Enrollment Services Job Summary Under general supervision performs supervisory duties over Enrollment Specialists and/or Enrollment Clerks. Performs all duties as required to manage workflow at the Enrollment site, and works with others in and out of the department to best serve Denver Health patients. As part of Enrollment Services Leadership team, helps to interview and select new employees and collaborates in creating new policies and procedures for the department and interpreting established policies and procedures. The Enrollment Supervisor will assist Enrollment Manager with oversight of the performance of enrollment-related activities and staff for enrollment site such as (but not limited to) patient flow, customer service, scheduling, quality assurance, productivity, and ensuring compliance with State and Federal requirements. Monitors inbound and outbound calls to ensure goals are met for client wait times, abandonment rates, and customer service.

Requirements

• Associate's Degree Required or 60 college credits Required
• 1-3 years of relevant health care experience Required
• Knowledge of medical assistance programs and the State CBMS system.
• Knowledge of call center operations.
• Skilled in using various call center systems (ex. Five9, Salesforce, Cisco).
• Skilled in analytical thinking, problem solving, and process improvement.
• Skilled in mentoring employees towards achieving success.
• Skilled in managing staff in providing excellent customer service.
• Ability to simultaneously coordinate and supervise several functions, programs, and projects in various stages of completion.
• Ability to consistently implement program, department and organizational policies and procedures, and to fairly handle difficult client and employee situations.
• Ability to work in teams to get projects done, and to work with those at all levels of the organization.
• Microsoft Office products such as Word, Excel, PowerPoint, and Outlook.
• Software and systems such as Salesforce, Five9, Epic, and CBMS.
• Ability to learn new computer applications.

Nice To Haves

• 1-3 years or more of supervisor experience preferred

Responsibilities

• Monitors process flows at the designated enrollment site, utilizing various reports and tools that have been developed for the particular purpose, and develops and implements process improvements when required.
• Assists Enrollment Manager with tracking employees' performance and meeting monthly with employees to review their performance, specifically with respect to productivity and quality of work, but also about other issues that may arise which impact the employees' work.
• Continuously monitors and adjusts staff assignments such as but not limited to call center phone queues to meet State expectations for wait times and abandonment rate.
• Handles difficult client situations.
• Assists staff with questions and technical support.
• Schedules and conducts staff interviews, addresses complaints/recognition about level of customer service provided.
• Researches and resolves difficult cases as needed for the State.
• Assists with reporting as needed, reviews and interprets data related to productivity.
• Completes reference checks for internal Denver Health employee candidates.
• Consistently recognizes positive behavior and contributions to the organization using praise, appreciation, and rewards.
• Conducts weekly team huddles.
• Collaborates with Denver Health and State IT departments regarding call routing concerns and flows.
• Monitors staff attendance and the use of break/lunch times to assure proper phone coverage.
• Monitors call center performance live, daily, weekly and monthly.
• Orients all newly hired employees and completes the Departmental Orientation Checklist.
• Promotes positive morale among peers and staff; initiates formal/informal activities with employees to develop cohesion and collegiality.
• Conducts all performance evaluations on time, working with each employee to set specific behavior goals.
• Clearly communicates department job expectations with staff upon hire and holds staff accountable for fulfillment of department job expectations.

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans
• Free RTD EcoPass (public transportation)
• On-site employee fitness center and wellness classes
• Childcare discount programs & exclusive perks on large brands, travel, and more
• Tuition reimbursement & assistance
• Education & development opportunities including career pathways and coaching
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees