We are recruiting for a Scheduler I, Call Center to join our team!
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Department
Appointment Center
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
Essential Functions :
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. (20%)
- 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.
- 12. 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. (20%)
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. (15%)
Resolves customer problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions;
escalating unresolved problems. (15%)
Educates customers on additional services by recognizing opportunities to enhance the customers experience and meet their needs;
informs and guides patients to resources. (15%)
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. (15%)
Education :
High School Diploma or GED Required
Work Experience :
1-3 years Two years customer service or healthcare experience Required
Licenses :
Knowledge, Skills and Abilities :
- 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.
Shift
Work Type
Regular
Salary
$ - $ / hr
Benefits
Competitive pay
Outstanding benefits
Education opportunities
Shared leadership and advancement opportunity
State-of-the-art facilities
Immediate retirement plan matching
Professional clinical advancement program
Participation in evidence-based projects
Public Service Loan Forgiveness (PSLF) eligible employer
National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer
Our Values
Respect
Belonging
Accountability
Transparency
Denver Health values the unique ideas, talents and contributions reflective of the needs of our community. For more about our commitment to diversity visit :
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