Coordinator, Call Center

Respect | Belonging | Accountability | Transparency

• Provides ongoing monitoring of Agent activities to ensure team members meet operational standards, maintain service levels, improve quality, and accomplish organizational goals; prepares reports as directed by Management to demonstrate agent performance and makes recommendations for improvement. (10%)
• Trains Agents in Call Center procedures, processes and computer applications; participates in development of agent training materials. (10%)
• Responds to internal and external customer requests 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 resolution. (10%)
• Ensures agent equipment is operating and facilitates requests to repair, restore or enhance as appropriate. (10%)
• Meets with the Quality Assurance team to review Agent performance and conducts quality assurance auditing as needed. (10%)
• Participates in agent interviews and agent roundings. (10%)
• Perform front line agent functions including taking calls, making outbound calls, emergency procedures, page/page park, and other agent duties to ensure process knowledge is up to date. (10%)
• Understands standardized scheduling, rescheduling, and cancellation guidelines. Schedules to appropriate provider according to patient request, provider direction, and availability. (10%)
• Verifies and updates 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. (10%)
• 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. (10%)

• No High School Diploma and/or No GED

• 1-3 years medical call center experience Required

• Familiar with a variety of healthcare concepts, practices, and procedures.
• Ability to prioritize and perform a multitude of duties with great attention to detail and a high level of accuracy in a fast paced environment relying on extensive experience and judgment to plan and accomplish goals.
• Knowledge of Commercial Insurance referral and authorization process is preferred.
• Knowledge of medical terminology and benefits.
• Excellent customer focus/service, people skills, listening, verbal and written communication, problem solving and multitasking skills.
• Relationship building, instructing, teaching, process/change execution, flexibility, and reporting
• Able to type 40wpm and possess intermediate knowledge of PC applications (NT, Windows), healthcare applications and phone systems.
• CPT and ICD-10 coding skills preferred

Denver Health is an integrated, high-quality academic healthcare system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver’s 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, the Public Health Institute at Denver Health, Denver Health Medical Plan and Denver Health Foundation.

As Colorado’s primary, and essential, safety-net healthcare system, Denver Health is a mission-driven organization that has provided millions in uncompensated care for the uninsured each year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community. All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made. Applicants will be considered until the position is filled.