Scheduler I, Call Center (Remote, must live in Denver Metropolitan Area)

Denver Health•Denver, CO

3d•$21 - $26•Remote

About The Position

The Scheduler I, Call Center works under close supervision to answer incoming calls and assist customers according to Denver Health and departmental policies and processes. The role screens and identifies customer needs, resolves requests or directs calls to the appropriate area, and provides Denver Health staff with demographic, medical complaint, and other key information to facilitate patient care and call resolution. The position performs computerized patient scheduling and collects comprehensive demographic and insurance information to support accurate billing, pre-certification authorization, and payment. It is remote, but the employee must live in the Denver Metropolitan Area and have reliable cable-based home internet. The schedule is 40 hours per week during operating hours of 7 AM to 6 PM.

Requirements

High school diploma or GED.
Two years of customer service or healthcare experience required; the posting lists 1–3 years of work experience.
Excellent customer service, interpersonal, listening, verbal and written communication, problem-solving, and multitasking skills.
Knowledge of standardized scheduling, cancellation, rescheduling, and attendance procedures.
Ability to perform basic math.
Ability to type 40 words per minute.
Knowledge of PC applications (NT and Windows), healthcare applications, and phone systems.
Must live in the Denver Metropolitan Area and have reliable cable-based home internet.

Nice To Haves

Knowledge of the Commercial Insurance referral and authorization process.
Familiarity with a variety of healthcare concepts, practices, and procedures.

Responsibilities

Answer calls courteously and helpfully, use interpretation services when needed, and consult available data sources to provide accurate call resolution.
Clarify and fulfill internal and external customer requests using Denver Health resources; forward requests when appropriate.
Schedule, reschedule, and cancel appointments according to standardized guidelines, patient requests, provider direction, availability, and approved scheduling rules.
Document and communicate work activities, complete reports and communications as requested, and follow procedures to keep equipment operational and report malfunctions.
Research customer inquiries, provide information, resolve requests, or transfer them to the appropriate area.
Resolve customer problems by clarifying issues, researching answers and alternatives, implementing solutions, and escalating unresolved problems.
Educate customers about additional services and guide patients to resources that address their needs.
Gather, verify, and update demographic, financial, guarantor, insurance, and patient information in practice management, electronic health record, and other Denver Health applications.

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.
Retirement plans with immediate eligibility and 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 RESTORE Center.
Free RTD EcoPass for public transportation.
Childcare discount programs and discounts on brands, travel, and other perks.
Tuition reimbursement and assistance.
Education, coaching, and professional development opportunities through the Workforce Development Center, supporting career growth and advancement.
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 eligible employer.