Scheduler I, Call Center (Full Time, Remote, must live in Denver Metro Area)

Denver Health and Hospital Authority•Denver, CO

17d•Remote

About The Position

We are recruiting for a mission-driven Scheduler I, Call Center (Full Time, Remote, must live in Denver Metro Area) 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 Shifts are M-F floating between 7 AM- 6 PM depending upon need. 40 hours per week guaranteed. Must be available for all possible shifts. Job Summary Under close supervision, serves customers by answering incoming calls utilizing Denver Health and Departmental policies/processes to resolve customer requests and directing calls to the appropriate area when necessary. Responsible for effectively screening/identifying customer requirements and taking appropriate action based on this information. Provides assistance to Denver Health staff by collecting demographic, medical complaint and key information required to facilitate appropriate patient care and call resolution. Completes computerized patient scheduling, collection of comprehensive demographic and insurance information required to facilitate timely and accurate billing of services, obtainment of pre certification authorization and benefit information necessary for payment

Requirements

High School Diploma or GED Required
Two years customer service or healthcare experience Required
Familiar with a variety of healthcare concepts, practices, and procedures.
Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.
Knowledge of standardized scheduling, canceling, rescheduling, attendance procedures.
Ability to perform basic math.
Able to type 40wpm.
Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems.

Nice To Haves

Knowledge of Commercial Insurance referral and authorization process is preferred.

Responsibilities

Answers all calls 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 call resolution.
Fulfills internal and external customer requests by clarifying desired information, utilizing Denver Health resources to complete transactions, forwarding requests when appropriate.
Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability according to preset approved scheduling guidelines.
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.
Determines requirements by working with customers; answers inquiries by clarifying desired information, researching, locating and providing information; taking action based on this information either to resolve the customer’s request or transfer appropriately.
Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs; informs and guides patients to resources.
Proficient in gathering, verifying and updating 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.

Benefits

Generous paid time off
Fully paid parental leave
Exceptional retirement contributions
Comprehensive health coverage
Nationally recognized well-being programs
Tuition assistance
Career advancement pathways
Professional development
Loan forgiveness eligibility
Employer contributions
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