[Hiring] Scheduler I, Call Center @Denver Health

Role Description

We are recruiting for a mission-driven Scheduler I, Call Center (Remote, must live in Denver Metropolitan Area) to join our team!

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.

• Answers all calls in a courteous, respectful and helpful manner utilizing interpretation services to facilitate customer communications.
• 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.
• Determines requirements by working with customers; answers inquiries by clarifying desired information, researching, locating and providing information.
• 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.
• 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.

Qualifications

• High School Diploma or GED Required
• 1-3 years of customer service or healthcare experience Required

Requirements

• 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.
• Knowledge of Commercial Insurance referral and authorization process is preferred.
• Ability to perform basic math.
• Able to type 40wpm.
• Possess knowledge of PC applications (NT, Windows), healthcare applications and phone systems.

Benefits

• 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

Company Description

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.